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    Terms and conditions


    1. Introduction

    1.1. These are the terms and conditions of The Channel Islands Co-operative Society Limited (“Terms and Conditions”) which apply to your use of the websites or (the “Website”). These Terms and Conditions should be read alongside:

    • our Privacy Policy
    • our Cookies Policy
    • our Website Terms & Conditions of Use

    each of which shall be deemed to form part of these Terms and Conditions along with any terms defined therein.

    1.2. You are permitted to use our Website solely on the basis of these Terms and Conditions. If you do not agree to these Terms and Conditions in their entirety please do not register to use our Website and nor should you use our Website.

    1.3. These Terms and Conditions apply regardless of how you access our Website, including any technologies or devices by which we make our Website available to you at home, on the move or in store.

    1.4. You must read these Terms and Conditions carefully, and we recommend that you print and keep a copy for your own future reference.

    1.5. By accessing, browsing, using, registering with, or placing an order on our Website, you confirm that you have read, understood and agree to these Terms and Conditions in their entirety.

    1.6. We reserve the right, at our discretion, to update and/or revise these Terms and Conditions. Please check our Website periodically for changes. If you do not wish to accept any new Terms and Conditions you should stop using our Website.

    1.7. Any continued use by you of our Website after the date on which any new Terms and Conditions become effective will be deemed to mean that you have accepted the new Terms and Conditions in their entirety.

    1.8. If you have any questions relating to these Terms and Conditions please contact us at:

    The Secretary
    The Channel Islands Co-operative Society Ltd.
    Co-operative House
    St Helier
    JE2 4TR

    1.9. Our Website also includes links to our other websites which relate to specific trading and other activities, and all orders/purchases made through those sites will be governed by the specific terms and conditions relevant to each activity in addition to these Terms and Conditions.


    2. Registration

    2.1. The Website is available for domestic use only. We reserve the right to refuse orders which we consider are for commercial, trade or other non-domestic purposes.

    2.2. You must be over the age of 18 years and must complete the registration procedure to use the Website.

    2.3. By registering on the Website you agree that the details provided by you on registration and at any time thereafter are correct and complete. You must inform us immediately of any changes to the information that you provided on registration by updating your personal details. You must provide us with your full name, date of birth, address, phone number and email address and any other details that we require to process your order.

    2.4. Your email address is essential as it allows us to supply you with important information such as order confirmations and changes to our service. By registering on the Website you accept that your email address may be used to supply you with such information. Registration data and certain other information about you is used in accordance with our Privacy Policy.

    2.5. It is your responsibility to keep your password secure. We reserve the right to modify or withdraw a password at our discretion. Your password is exclusive to you and should not be shared with anyone and must be treated as confidential. If you become aware of misuse then you must contact us immediately.

    2.6. We reserve the right to decline a new customer registration or suspend or terminate a customer’s account at any time and at our sole discretion. We further reserve the right to, at our absolute discretion, to terminate your access to all or parts of the Website with or without notice.


    3. Placing an order

    3. Placing an order.

    3.1. You may select items from our range of products by clicking on the "Add to Basket" button.

    3.2. Before placing an order, you can view and amend your order details at any time by clicking on the shopping basket located at the top right of our Website.

    3.3. By entering your payment information on our 'payment information' page, you submit an offer to buy the goods in your basket.

    3.4. We will verify your payment details at the time you place your order.  To ensure that your card details are not being used without your consent.  We may validate your name, address and other personal data supplied by you during the order process against appropriate third-party databases such as a registered Credit Reference Agency.  By placing an order through the Website you consent to such checks being made.  These checks are done only to confirm your identity and will not affect your credit rating.

    3.5. We accept the following payment methods:-

    • Visa
    • Mastercard
    • American Express

    3.6. The total cost of your order (comprising the costs of the goods and delivery charge) will be charged to your payment card as soon as your order is placed.  

    3.7. By adding your payment card details into our 'payment information' page, you are consenting to your card details being tokenised and will be stored securely by our payment gateway (Worldpay) for subsequent orders.

    3.8. You can remove your payment card details at any time by; signing into your account, viewing your saved cards, and removing the card.

    3.9. If for any reason we are unable to fulfil part, or all of your order, these goods will be fully refunded to you the morning of your chosen delivery date. This refund will subsequently reach your bank account within 3-5 working days.

    3.10. A contract is only formed between you and us when we have despatched your order.  At any time prior to us dispatching your order, we may decline to supply the goods to you.  As permitted by clause 11, once your order has been accepted by us you cannot make any changes to it.


    4. Ordering of multiple items

    4.1. Orders for more than 12 units of a single product line may be fulfilled subject to availability and at our discretion.

    4.2. The following limits apply to the sale of certain products. Currently, these items are listed below, but this list may vary from time to time on our Website and you will be alerted to this at the point of order.

    • Painkillers: [2]

    4.3. Quantities of goods supplied per order may be limited if the order limits availability for other customers or creates a potential health and safety issue for our delivery service provider.


    5. Minimum Order

    5.1. There is no minimum order value. All orders will be charged a £5 delivery fee.

    5.2. We are unable to combine separate orders once they have been processed, so please ensure that any changes to increase the value of your order are done before you complete and confirm your order.

    5.3. You will only earn a dividend on our products which qualify for a dividend. For further information on the products which do not qualify for a dividend please see:

    5.4. Please note the delivery fee for any order you place will not be counted towards any dividend due to you.

    5.5. We reserve the right to amend delivery fees at any time with or without notice.


    6. Delivery

    We've gone bagless

    In July 2022, the laws regarding plastic carrier bags change. Therefore, we are currently trialling bagless online grocery deliveries to comply with these new regulations and our overall sustainability objectives. Please have some empty bags ready to decant your shopping from the crates when our driver arrives. We appreciate your support.

    6.1. Your order will be delivered to the address specified by you in your order. Should adverse weather conditions or any other event outside our reasonable control result in a later or cancelled delivery, we will contact you as soon as possible to re-schedule your order. We make every effort to deliver goods within the estimated timescales, however, delays are occasionally inevitable due to unforeseen factors. We will not be liable if we fail to deliver your order in part or in full due to circumstances beyond our control.

    6.2. You or someone aged 18 or over authorised by you, must be available to accept and sign for your order at the time of delivery. If the person receiving the order appears under the age of 25, proof of age will be requested. If proof is not available and there is no-one of that age at the premises when delivery is being made, the goods will be retained. The retained items will be returned to our store and you will be advised to collect your items or arrange re-delivery of your items. You will be required to present identification documents satisfactory to us when you collect your order or when we attempt to re-deliver your order.

    6.3. If we attempt to deliver your order at the delivery address as arranged with you but there is nobody at the delivery address to accept your order, a notification of attempted delivery will be left at that address and you will need to contact our Customer Services team to re-arrange delivery or collection of your order. If we have to return to deliver the goods, a further charge may be payable. If you have not contacted us within 24 hours to re-arrange a failed delivery, the order will be cancelled and refunded but we may retain the delivery fee.

    6.4. We are only able to sell to Jersey and Guernsey. The Website is solely for the promotion of our products in Jersey and Guernsey. Unfortunately, we do not accept orders from or deliver to addresses outside of Jersey and Guernsey.

    6.5. We reserve the right to restrict or refuse delivery requests in certain areas at any time and without notice. We will not supply or deliver to shipping agents or to agents who sell on our goods to third parties.

    6.6. Delivery of some large appliances including washing machines, dishwashers, fridges, freezers, and tumble dryers.

    All relevant information regarding your ordered appliance will be included in the product description.

    (a) These products will only be delivered from Monday-Friday, anytime between 8:00 and 16:00.

    (b) Delivery will be made on your chosen delivery date (if Mon-Fri) and our drivers will call you that morning to arrange a suitable delivery time. Delivery could be made anytime between 8:00 and 16:00

    (c) If you have selected a delivery time slot at checkout, we will do our best to deliver this product within this time window. However, unfortunately we cannot guarantee a time slot for this product as 2 drivers are required for delivery.

    (d) If you have chosen Saturday or Sunday delivery for this product, you will be contacted by our drivers that morning to arrange an alternative delivery day.

    6.7. We will always deliver to the front door of your house or at least to the communal entrance to your block of flats.

    6.8. Our delivery service does not include a detailed check of your shopping.

    6.9. We cannot and do not accept responsibility for items damaged after delivery to an address in Jersey and Guernsey.

    6.10. From time to time we may conduct delivery trials. As part of these trials, delivery charges may vary from our normal charges.

    6.11. In July 2022, the laws regarding plastic carrier bags change. Therefore, we are currently trialling bagless online grocery deliveries to comply with these new regulations and our overall sustainability objectives. Please have some empty bags ready to decant your shopping from the crates when our driver arrives. We appreciate your support.

    6.12. We reserve the right to withdraw this offer at any time.


    7. Availability

    7.1. Goods are subject to availability and prevailing market conditions. If any goods you wish to purchase are not available, no alternatives will be offered and payment will not be taken for any items not delivered as part of the order. To ensure availability of all our products customers may be limited to a maximum number of items. Where we have not been able to deliver the quantity of items you have requested, you will only be charged for what we deliver.


    8. Prices

    8.1. Please note that the prices on our Website are guide prices only. The actual price you pay will be the price charged in-store at the time your order is picked for delivery, including any promotional offers if applicable. If the price of the goods contained in your order decreases between the day you place your order and the day that we deliver your order we will charge you the lesser amount.

    8.2. All prices are expressed inclusive of any tax payable unless otherwise stated. The price of the items does not include the delivery charge which will be charged at the rate specified when you place your order.

    8.3. You will not be able to redeem, any of our paper vouchers when you order online. If you are one of our members you will not be able to redeem your 1% bonus dividend when ordering online.

    8.4. When ordering online you will also not be able to use discount cards which we would normally accept in-store.


    9. Age Restrictions

    9.1. We may sell age-restricted products (including but not limited to alcohol, cigarettes, DVDs, knives, aerosols razor blades and lottery tickets) (“Age Restricted Items”) via our Website.

    9.2. We operate a challenge 25 policy. This means that if the person collecting or receiving delivery of Age Restricted Items appears to be under 25, we will request a photo ID (such as a driving licence or passport) to prove that they are over the age of 18.

    9.3. We may retain the Age Restricted Items if proof of age or an alternative adult (with proof of age, if requested) is not available.

    9.4. At our discretion we may also remove the Age Restricted Items and hand over the remainder of your goods. We shall refund you for any Age Restricted Items that are not delivered/collected.


    10. Content of Website

    Whilst we take reasonable care to ensure that recipe and any additional nutritional information that appears on the Website is correct at the time it was inputted, the information appearing on the Website at any time may not reflect the exact position at the moment you place your order. You are advised to check product packaging for nutritional information and allergen warnings before consumption, as product information is subject to change. You should always read the product label to ensure you are following the most up to date information. This is especially important if you have an allergy or intolerance.


    11. Amending or cancelling your order

    11.1. You can cancel your order up until the time of dispatch. If you wish to cancel your order you should do so either on our website or by contacting our customer service team email: or by phone 01481 23115 Guernsey or 01534 879822 Jersey.

    11.2. You can also change your mind and cancel your order for any reason within 30 days after the delivery/collection date for an exchange or refund. Your right of cancellation does not apply to any of the following goods:

    11.2.1. Goods that have a ‘use by’, ‘best before’ or ‘BBE’ date which has expired;

    11.2.2. Chilled or frozen products;

    11.2.3. Goods that cannot be returned for hygiene or safety reasons once unwrapped, unpackaged or unsealed (such as sealed food products, sealed drink products, personal grooming products, medicines, body jewellery, certain items of clothing and certain baby products);

    11.2.4. Newspapers and magazines;

    11.2.5. Newspapers and magazines;

    11.2.6. Gift cards, e-top-ups, lottery tickets and scratch cards; and

    11.2.7. CDs, DVDs and computer software.

    11.3. To notify us that you wish to cancel your order, please contact us within 30 days after the delivery/collection date. Alternatively, you may complete and send a Cancellation Form (in the form set out at the bottom of these terms and conditions) to us within 30 days after the delivery/collection date.

    11.4. To return goods for which you have changed your mind, please return them to the Selected Store during the store’s usual open hours within 30 days after the delivery/collection date. If you cannot return the goods to the Selected Store, please contact us so that we can make arrangements for collection. You must pay the costs of returning those goods to us (including any costs we incur collecting the goods from you).

    11.5. Where you exercise your right to change your mind, we will refund you for the relevant goods. Where you are returning all goods in a single order, we will also refund you for the delivery charge for that order. Refunds will be paid within 14 days from the day on which we receive the items back from you.


    12. Returns and Refunds

    12.1. We'd like you to be happy with everything you purchase from us. After you have received your order, you have the right (except for certain items, which are listed in these Terms and Conditions) to return goods and or faulty goods in accordance with our store returns policy. This does not affect your statutory rights.

    12.2. Unless of poor quality or faulty, it is not possible to return baby food and milk, goods which are liable to deteriorate or expire rapidly including frozen or other perishable food, drink or flowers, CDs, DVDs, audio or visual software where the seal has been broken.

    12.3. Any refund due will be credited to your payment card within 3-5 working days. If you are returning items to one of our stores, you will be required to bring evidence you ordered the items you are trying to return. You must also bring the card you used to place your order.


    13. Liability and Indemnity

    13.1. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud or any other liability which may not otherwise be limited or excluded under the applicable law.

    13.2. Subject to clause 13.1 whilst we will use our reasonable endeavours to verify the accuracy of any information on the Website, We make no representation or warranty of any kind whether express, implied, statutory or otherwise regarding the contents or availability of the Website or that it will be timely or error-free, that defects will be corrected, or that the Website or the service that makes it available are free of viruses or bugs or represents the full functionality, accuracy or reliability of the Website. We will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the Website and accept no liability of any kind for any loss or damage from action taken or taken in reliance on any material or information contained on the Website.

    13.3. Subject to clause 13.1 we will not be liable in contract, tort (including without limitation, negligence), pre-contract or other representations (other than fraudulent or negligent misrepresentations) or otherwise out of or in connection with the Terms and Conditions for any:

    • economic losses (including without limitation, loss of revenues, data, profits, contracts, business or anticipated savings); or
    • loss of goodwill or reputation; or
    • loss of privacy and loss of data; or
    • special or indirect losses; or
    • suffered or incurred by that party arising out of or in connection with the provisions of any matter under these Terms and Conditions.

    13.4. Notwithstanding any of the foregoing in this clause 13, but subject to clause 13.1, our total liability to you (whether in contract, tort or otherwise) for loss or damage shall in any event not exceed an amount equal to the amount paid or payable by you for the product(s) in respect of one incident or series of incidents attributable to the same clause.

    13.5. This clause 13 does not affect your statutory rights.

    13.6. We will take all reasonable precautions to keep the details of your order and payment secure, but, unless we are negligent, we cannot be held responsible or liable for any losses caused as a result of any unauthorised access to information provided by you.


    14. General

    14.1. By registering your email address on the Website you accept that it may be used to send you service messages, and where we have your permission, marketing. Should you wish to change this you can do so by visiting our Privacy Policy. We will use your mobile phone number (if you have provided one) to send you a reminder of your delivery time slot and occasionally to contact you about your shopping order (including for market research purposes) and, where we have your permission, to send you marketing.

    14.2. Some laws may require that some of the information or communications we send to you should be in writing. When using our Website, you accept that communication with us will mainly be in electronic content. We will contact you by email or provide you with information by posting notices on our website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that requires such communications to be in writing. This condition does not affect your statutory rights.

    14.3. If any part of these Terms and Conditions is held by any competent authority to be invalid or unenforceable whether in whole or in part, the validity or enforceability of the other sections of these Terms and Conditions shall not be affected.

    14.4. These Terms and Conditions and the documents produced in accordance with it comprise the entire agreement between you and us regarding each order which concludes in a contract. Jersey law is the governing law of each contract.

    Effective from: Mon 27th June 2022