Terms & Conditions

These terms apply to all orders placed through our website or by phone. By placing an order with us, you agree to them. They don't affect your statutory rights as a consumer. Last updated: July 2026.

1. About us

Roots & Vines is a family-run farm shop trading from 12 West Street, Tavistock, Devon PL19 8AD. You can contact us by email at hello@rootsandvines.co.uk or by phone on 01822 616818.

2. Placing an order

When you place an order, you'll receive an email confirming we've received it. A contract between us is formed when we dispatch your goods (or, for click-and-collect, when we confirm your order is ready). We may decline an order — for example, if an item is unavailable, if we can't verify age for alcohol purchases, or if there's an obvious pricing error — in which case you'll receive a full refund of anything paid.

3. Prices and payment

• All prices are in pounds sterling and include VAT where applicable. Delivery charges are shown at checkout before you pay.
• Card payments are processed securely by Dojo, our payment provider. We never see or store your full card details.
• Occasionally a genuine pricing error may appear on the website. If we discover one affecting your order, we'll contact you before dispatch to confirm whether you'd like to proceed at the correct price or cancel for a full refund.

4. Alcohol sales and age verification

• By ordering any product containing alcohol, you confirm that you are aged 18 or over and that the person receiving the delivery is aged 18 or over.
• We operate a Challenge 25 policy. In store and on delivery, anyone who appears under 25 may be asked for photographic proof of age (passport, photocard driving licence, or PASS-accredited card).
• Our couriers may require proof of age at the door for orders containing alcohol. If age can't be verified, the delivery may be refused, and redelivery charges may apply.
• It is also an offence to buy alcohol on behalf of someone under 18. We reserve the right to cancel any order we reasonably believe breaches these rules.

5. Products, substitutions and allergens

• We're a small shop dealing in seasonal, locally sourced produce, so availability can change. If an item in your order is unavailable, we'll substitute it with an item of equal or greater value and similar character, or contact you first for higher-value items. If you'd rather not receive a substitute, you can tell us in the order notes and we'll refund the item instead.
• Product images are illustrative — fresh produce and handmade goods naturally vary.
• Allergens: if you or the recipient have a food allergy or intolerance, please contact us before ordering and we'll check specific products for you. Hampers may contain multiple products with differing allergen information.

6. Delivery

Delivery timing, areas, packaging and what happens if you're not in are all covered in our Shipping Policy, which forms part of these terms.

7. Cancellations, returns and refunds

Your cancellation rights under the Consumer Contracts Regulations 2013, and your rights if anything arrives faulty, are set out in our Returns & Refunds Policy, which forms part of these terms. In short: you have 14 days to cancel most orders, but perishable and personalised goods are exempt, and faulty goods are always our responsibility to put right.

8. Our liability

Nothing in these terms limits our liability for anything that can't lawfully be limited, including death or personal injury caused by negligence, or your statutory rights under the Consumer Rights Act 2015. We are not liable for losses that were not foreseeable when the contract was formed, or for events outside our reasonable control (such as severe weather or courier failures), though we'll always do our best to put things right.

9. Your personal information

How we handle your personal data is explained in our Privacy & Cookies Policy.

10. General

• We may update these terms from time to time; the version on this page at the time of your order applies.
• These terms are governed by the law of England and Wales, and any disputes are subject to the jurisdiction of the courts of England and Wales.

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