1. Introduction

Welcome to Ta-Bao. These terms and conditions (“Terms”) govern your purchase of frozen food products (including but not limited to bao, gyoza, dim sum) from our website. By placing an order with us, you agree to be bound by these Terms.

Please read them carefully.

2. Orders and Contract Formation

2.1 Order Acceptance

All orders are subject to acceptance by us. We may refuse or cancel orders at our discretion (for example, due to stock issues or payment problems). If we do so after payment has been taken, we will refund you fully to the original payment method.

2.2 Order Confirmation

Once your order is accepted, we will send you an order confirmation via email, which includes your order details.

2.3 Price and Availability

Prices shown on the website include VAT (where applicable) and any delivery charges will be displayed at checkout. We reserve the right to change prices and availability at any time prior to your order being accepted.

3. Delivery

3.1 Delivery Window

We deliver to selected UK addresses. You may choose a delivery date at checkout. Although we aim to meet your preferred date, we do not guarantee delivery on that exact date.

3.2 Delivery Method

We use third-party couriers and determine the most suitable delivery method. Delivery instructions you provide will be passed on, but we cannot guarantee they will be followed.

3.3 Delivery Completion

Delivery is considered complete once the order is delivered to the address you specified. We are not responsible for loss or damage after delivery.

3.4 Non-Delivery Issues

If your order does not arrive, you must notify us within 7 days of your selected delivery date to be eligible for a refund or replacement.

4. Storage & Handling

Your food arrives frozen and must be stored in accordance with the storage instructions we provide. If you fail to follow these instructions, it may affect your eligibility for refund or replacement.

5. Cancellations and Changes

5.1 Before Dispatch

To cancel or change an order, please contact us as soon as possible. Requests received at least 48 hours before your scheduled delivery date will usually be honoured.

5.2 After Dispatch

Once your order has been dispatched, cancellations are generally not accepted. If you refuse delivery without prior agreement, you may forfeit your right to a refund.

6. Returns, Refunds & Replacements

Because of the perishable nature of our products:

6.1 Frozen Food Issues

If your products arrive not frozen or in unacceptable condition, contact us immediately with a photo showing the issue. We may offer a replacement or refund at our discretion.

6.2 Damage in Transit

If products are damaged in transit, send us a photo within 24 hours of receipt to be eligible for a replacement or refund.

6.3 Refund Processing

Refunds, where applicable, will be processed within a few business days. Your bank or payment provider may take additional time to credit your account.

6.4 No Returns

We do not accept standard returns due to the frozen and perishable nature of the goods.

7. Offers and Promotions

From time to time we may run promotions or issue discount codes. These:

• Are subject to specific terms and expiry dates.

• Cannot be applied retrospectively.

• Cannot be used in conjunction with other promotions unless stated.

8. Liability

Except where prohibited by law, our liability to you for any claim (including for products, delivery, or performance) shall not exceed the amount you paid for the relevant order. We are not liable for indirect or consequential losses. Nothing in these terms limits our liability for death or personal injury caused by our negligence.

9. Consumer Rights

These Terms do not affect your statutory rights under applicable UK consumer protection laws.

10. Personal Data

We will process your personal information in accordance with our Privacy Policy. You must ensure the information you provide (such as delivery address, email, and phone number) is accurate.

11. Changes to Terms

We may update these Terms occasionally. We will publish the updated Terms on our website — you should review them each time you place an order. Continued use of the website or purchase after changes constitutes acceptance of the updated Terms.

12. Governing Law

These Terms and your use of our service are governed by English law, and disputes are subject to the exclusive jurisdiction of the English courts.

13. Contact

If you have any questions or concerns regarding these Terms, ordering, delivery, or refunds, please contact us at:

Email: ta-bao@sampanfoods.co.uk