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TERMS & CONDITIONS
WEBSITE TERMS AND CONDITIONS
Last updated: 15/05/2025
Welcome to Wright Brothers Ltd. These Terms and Conditions govern all general purchases made via our website thewrightbrothers.co.uk. By placing an order, you agree to be bound by the terms below.
1. Ordering & Checkout
1.1. Products can be purchased through our website using the online shopping basket system.
1.2. All orders must include a selected delivery date, and delivery instructions (if any) must be entered at checkout.
1.3. Orders are subject to product availability and our acceptance.
1.4. A minimum spend of £50 (excluding any discounts or loyalty redemptions) applies to all orders.
2. Prices & Payment
2.1. All prices are shown in GBP and include VAT where applicable.
2.2. We reserve the right to change prices at any time without notice.
2.3. Payment must be made at checkout using a valid credit or debit card. Orders will not be confirmed until payment is successfully processed.
2.4. We use secure PCI-compliant third-party providers to process card payments. Wright Brothers staff do not have access to your full card details.
3. Deliveries
3.1. All deliveries are made via our trusted courier partner, DPD.
3.2. We currently do not deliver to the Channel Islands, Isle of Wight, Scottish Highlands & Islands, or Northern Ireland.
3.3. Orders are dispatched from our warehouse the day before your chosen delivery date and are shipped via next-day service.
3.4. The Insulated boxes and ice packs are used to keep products cool for up to 48 hours and ensure they arrive in peak condition.
3.5. If you are not home at the time of delivery, we will follow your provided "Safe Place" instructions. If none are provided, the courier will attempt to leave the package in a secure location.
3.6. We are not liable for deliveries delayed due to circumstances outside our control (e.g., extreme weather, courier strikes), but will offer a refund or replacement if your order is delayed by over 48 hours.
3.7. Once delivery has been made to private property, Wright Brothers is no longer responsible for the goods. If your parcel is stolen the first thing to do is to report the incident to your local police station and request a crime reference number.
3.8. It is your responsibility to provide accurate delivery information. We are not liable for failed deliveries due to incomplete or incorrect addresses.
3.9. Orders must be over £50 (excluding any discounts) for free delivery eligibility. Pre-12 (1pm Scotland) Weekday delivery option available – £5 (£17.50 on Saturday).
3.10. We reserve the right to change prices for delivery at any time without notice.
3.11. Christmas and seasonal holiday orders may incur an additional delivery fee.
4. Cancellations & Modifications
4.1. Cancellations must be made at least 72 hours before your chosen delivery date.
4.2. After this point, orders can no longer be changed or cancelled, as we will have committed to suppliers and the fish market for goods.
4.3. Christmas and seasonal holiday orders may require more notice. Please check our website for seasonal terms.
5. Returns & Refunds
5.1. Due to health and safety regulations, we cannot accept returns of perishable products.
5.2. If there is an issue with your order (e.g., damage, incorrect items), please contact us within 48 hours of delivery.
5.3. Refunds or replacements will be issued at our discretion and are limited to the value paid for the effected items.
5.4. Please provide photos and/or temperature readings where relevant.
6. Promotional Offers
6.1. Promotional codes must be entered at checkout and cannot be applied retrospectively.
6.2. Only one promotional code can be used per order.
6.3. Codes are subject to change or removal without notice, and have no cash value.
6.4. We reserve the right to cancel orders that misuse promotional codes.
7. Customer Accounts
7.1. You are responsible for ensuring your account details, including delivery address, are up to date and accurate.
7.2. Please keep your login details confidential.
7.3. If you suspect any unauthorised use of your account, notify us immediately.
8. Complaints & Customer Service
8.1. If you’re unhappy with your order, contact us within 48 hours of delivery:
Email: athome@thewrightbrothers.co.uk
Phone: 020 3855 5300
Live Chat: Available via our website
8.2. We aim to acknowledge your complaint within one working day and resolve it within five working days.
9. Liability
9.1. Wright Brothers Ltd is not liable for indirect, incidental, or consequential losses, including loss of profit or opportunity.
9.2. Our total liability for any claim will not exceed the price paid for the relevant product(s).
9.3. If any part of these Terms is found to be unenforceable, the remaining sections remain valid.
10. Privacy
10.1. Your personal data is collected and used in accordance with our Privacy Policy.
10.2. By placing an order, you consent to the use of your data as described in our privacy policy.
11. Communication
11.1. You will receive email confirmation of your order and may be contacted for delivery purposes.
11.2. You may receive an invitation to review your order after delivery.
12. Links to Other Sites
12.1. Our website may contain links to third-party websites for your convenience or reference.
12.2. While we take reasonable care in providing such links, Wright Brothers Ltd accepts no responsibility or liability for the content, accuracy, or practices of any external websites.
12.3. Accessing and using any third-party sites is done entirely at your own risk. We recommend you review the terms and privacy policies of those sites before using them.
13. Loyalty Rewards Program
13.1. Our Loyalty Rewards Program is open to all customers who register for an account on thewrightbrothers.co.uk. By participating in the Program, you agree to these Terms and Conditions.
13.2. Customers are automatically enrolled in the Program upon creating an account. Points cannot be redeemed without an active customer account. Points will be earned against your email address if previous orders have been placed. The points will be backdated once an account is activated.
13.3. Points are earned through eligible purchases made online. For every £1 spent, 1 point is awarded unless otherwise stated. Additional points may be earned through promotional activities, such as referrals or social media engagement, as specified on the Rewards page.
13.4. Points may be redeemed for discounts or rewards as outlined on the Rewards page. Points have no cash value and cannot be exchanged for cash. Redemption thresholds and reward tiers are subject to change at any time without notice.
13.5. Points are valid for 12 months from the date they are earned. Unused points will automatically expire and cannot be reinstated.
13.6. Loyalty rewards, including point redemptions, cannot be used in conjunction with other promotional discount codes unless explicitly stated. Only one discount or promotional offer may be applied per transaction.
13.7. We reserve the right to terminate or suspend your participation in the Program if fraudulent, abusive, or otherwise inappropriate activity is detected.
13.8. We may modify, suspend, or terminate the Program at any time without prior notice. This includes the ability to change earning rates, expiration policies, or available rewards.
13.9. For more information, please check the Rewards page.
14. Age-Restricted Items
14.1. By purchasing age-restricted items, including any type of knives and alcoholic products, from Wright Brothers Ltd, you confirm that you are aged 18 years or older.
14.2. In compliance with UK law, we do not sell knives to customers who are under 18 years of age. Any knife products ordered will be subject to age verification, and if necessary, proof of age will be requested before dispatch. It is illegal to sell knives to individuals under the age of 18.
14.3. We adhere to UK licensing laws and only sell alcohol to customers who are over the legal drinking age of 18. We reserve the right to request proof of age for any alcohol purchase.
14.4. By purchasing alcohol, you confirm that you are aware of the legal and health implications of consuming alcohol. Wright Brothers Ltd encourages responsible drinking and abides by all local and national alcohol laws. 1
4.5. Due to the nature of the products, we cannot accept returns on age-restricted item, unless they are defective or damaged upon arrival. In the event of damaged goods, please contact us within 48 hours for assistance with a potential refund or replacement.
15. Food Safety & Food Poisoning
15.1. At Wright Brothers, the health and safety of our customers is our highest priority. All our products are handled, packed, and delivered following strict hygiene and temperature control standards.
15.2. In the rare event that you suspect food poisoning linked to one of our products, please contact us immediately with details of your order and any relevant symptoms.
15.3. We take all food safety concerns extremely seriously. In such cases, we will engage an independent, external investigation company to thoroughly assess the situation, including product traceability, temperature logs, and handling procedures.
15.4. Any complaint involving potential foodborne illness will be treated with urgency, and we will fully cooperate with relevant health authorities and share findings as required.
15.5. We may request that any remaining product be preserved for testing purposes.
15.6. Customer wellbeing is at the core of our values, and we are committed to transparency and continuous improvement to maintain the highest food safety standards.
16. Subscription Orders
16.1. We offer subscription orders on a, bi-weekly (every 2 weeks), every four weeks, every six weeks, and every eight weeks basis.
16.2. Subscription orders will automatically renew unless modified, paused, or cancelled in accordance with our cancellation policy.
16.3. A minimum order value of £25 applies to all subscription orders, orders £25 or under will be cancelled and refunded. First orders must be over £50 (excluding any discounts). Recurring orders below a £47.50 threshold will incur a £4.95 delivery charge.
16.4. Customers must select their desired delivery frequency when placing their order. The first order will be delivered on the selected delivery date. Recurring deliveries will then follow that frequency (subject to adjustments for bank holidays/weekends).
16.5. Orders are subject to acceptance and availability. We reserve the right to change or introduce new minimum spend or frequency conditions.
16.6. You can modify, skip, or cancel your subscription anytime, provided changes are made at least 72 hours before your scheduled delivery date.
17. Products
17.1. We regularly review product pricing and may change prices at any time without notice.
17.2. Product descriptions, images, ingredients, nutritional, dietary, and allergen information are provided as accurately as possible but may change without notice. Please check product labels before use.
17.3. All products are subject to availability, especially due to sourcing.
17.4. All prices include VAT, where applicable.
18. Ordering and Checkout
18.1. You can purchase products through the shopping basket on our website. Products can be added, changed, or removed prior to order confirmation.
18.2. Subscription and one-off purchases must include a chosen delivery date.
18.3. If you edit your subscription order and it falls below £47.50, a delivery charge will apply. Delivery charges will be clearly shown before payment.
19. Account Information
19.1. You must ensure all account details, including delivery address, are complete and accurate.
19.2. You are responsible for keeping your login details confidential and for all activity on your account.
19.3. If your login information is compromised, you must contact us immediately and change your password.
19.4. We reserve the right to suspend or terminate accounts at our discretion. Personal data is handled according to our Privacy Policy.
20. Payment and Billing
20.1. We accept valid credit or debit cards for payments. Payment details must be kept up to date.
20.2. Payments for subscription orders are processed 2–3 days before your delivery date via a recurring transaction mandate (not direct debit).
20.3. We use PCI-compliant third-party providers to securely store and process card details. These are inaccessible to Wright Brothers staff.
20.4. If a payment fails, we will retry up to two times. If payment continues to fail, your order may be cancelled, and a member of our customer service team will contact you.
20.5. You will receive an order confirmation before payment is processed.
21. Deliveries
We advise that someone is in during the delivery hours. We will not be held responsible if anything happens to your delivery. When you place your order with us, please add any instructions for the driver in the box called 'Delivery Instructions', you will find this on the first page of the checkout process.
Due to the perishable nature of the delivery items, if we are unable to get hold of you and there is no delivery instructions provided, your parcel may be left in a safe place or our DPD delivery partner will have to dispose of the package at which point redelivery will not be possible. It is your responsibility to provide delivery instructions, and we will not be held responsible should this situation occur. We recommend downloading the free DPD app to receive real-time updates and manage your delivery conveniently.
21.1. We deliver across designated areas within the UK. Please refer to our website for updated delivery zones.
21.2. Delivery Charges: We deliver 5 days a week from Tuesday – Saturday across Great Britain Subscription orders Subscription orders over £47.50 – Free delivery Subscription orders under £47.50 – £4.95 delivery charge Subscription orders under £25 – Cancelled due to minimum spend One off delivery One off delivery over £50 (excluding any discounts) - Free delivery One off delivery pre 12 weekday (1pm Scotland) over £50 – £5.00 delivery charge One off delivery pre 12 Saturday (1pm Scotland) over £50 – £17.50 delivery charge
21.3. Orders are shipped via next-day courier from our warehouse the day before your selected delivery date.
21.4. If you are not home, we will follow your designated “Safe Place” instructions. If no instructions are given, we’ll try to leave it in a suitable alternative location.
21.5. You are responsible for providing accurate delivery details. We are not liable for failed deliveries due to incorrect or incomplete addresses.
21.6. Once the order is delivered (or left in your safe place), we are no longer liable for it.
21.7. If delivery is delayed by over 48 hours due to events beyond our control (e.g., weather, strikes), we’ll offer a refund or replacement.
21.8. All orders are packed in insulated recyclable boxes with ice or gel packs and stay cool for up to 48 hours.
22. Cancellations, Modifications & Refunds
22.1. You can pause, modify, or cancel your subscription any time up to 72 hours before the next scheduled delivery.
22.2. Once an order has been processed or shipped, it cannot be cancelled or refunded, except at our discretion.
22.3. If you’re unsatisfied or there is an issue with your order, please contact us within 48 hours of delivery.
22.4. Refunds, credits or replacements are issued at our discretion and are limited to the amount paid for the item or order.
22.5. If we cannot fulfil your order due to unforeseen circumstances, we reserve the right to cancel it and issue a full refund. Substitutes will be offered.
23. Offers & Promotional Codes
23.1. Promotional codes must be entered at checkout and cannot be applied retroactively.
23.2. Only one promotional code can be used per customer and per order for the first subscription order.
23.3. Promotional codes cannot be redeemed on recurring subscription orders
23.4. All promotional codes and discounts are subject to change or removal without notice and have no cash value.
23.5. We reserve the right to cancel orders where unauthorised promotional codes are used.
24. Loyalty Programme
24.1. Customers earn loyalty points on all subscription orders that are processed and delivered.
24.2. Loyalty points can be redeemed on your first subscription order.
24.3. Loyalty points cannot be redeemed on recurring subscription orders.
24.4. Points earned from subscription orders can be redeemed on eligible one-off purchases, subject to the Loyalty Programme terms.
