Terms of service

Fen Farm Dairy Ltd – Terms and Conditions

Please read these terms carefully before placing your order. They explain who we are, how we supply our products, how you and we may change or end the contract, what to do if something goes wrong, and other important details. If anything is unclear or you have any questions, please contact us using the details below.

1. About Us and How to Contact Us

We are Fen Farm Dairy Ltd Ltd, a company registered in England and Wales under company number 09136455. Our registered address is Fen Farm Dairy Ltd, Flixton Road, Bungay, Suffolk NR35 1PD. Our VAT registration number is [insert VAT number].

You can reach us using the details listed on the Contact Us page of our website.
If we need to get in touch, we’ll use the contact details you provided when placing your order, typically by email, phone, or post.

2. Forming a contract with you

Order acceptance: Your order becomes binding once we send you an email confirming acceptance (“Order Confirmation”). At that point, a contract comes into effect between you and Fen Farm Dairy Ltd under these terms.

Unable to accept your order: If you do not receive an Order Confirmation, no contract has been formed. We may be unable to accept an order for reasons such as: items being out of stock; limits on production or delivery capacity; an error in the price or description of the goods; restrictions imposed by law or regulation; or being unable to meet your requested delivery date.

Order number: Each order is assigned a unique reference number, shown in your Order Confirmation email. Please quote this when contacting us about your order.

UK sales only: Our website and delivery services are intended for customers within the UK. We do not deliver outside mainland UK or to restricted remote areas.

3. Our Goods

Images and descriptions: Product images and packaging shown on our website are for illustrative purposes. While we aim for accuracy, colours and presentation may differ slightly from how they appear on your device.

Weights and measurements: Because many of our goods are handmade or hand-cut, weights, shapes and sizes may vary slightly from those shown. Unless we state otherwise, all measurements are approximate.

General information: Any recipes, serving suggestions or advice we provide (online or with your purchase) are for general guidance only. We do not accept liability for any loss, injury or damage arising from the use of such information.

Inspection, storage and preparation: You are responsible for inspecting goods on arrival and storing them properly according to the instructions on the packaging. Perishable goods should not be left unattended outdoors. You must also ensure food products are correctly prepared and cooked (where applicable). We are not liable for any loss or damage caused by incorrect storage, handling or preparation. Please contact us promptly if there is any issue with your delivery.

4. Your Rights to Make Changes

If you wish to amend your order after placing it, please contact us immediately. Changes requested less than five working days before the scheduled delivery date may not be possible, and the original order may still be charged in full. We will confirm whether changes are possible and, if so, inform you of any price or delivery adjustments before proceeding.

5. Our Rights to Make Changes

Minor updates: We may make small adjustments to comply with changes in laws, safety standards, or to improve product quality. These will not materially affect your order.

Suppliers and substitutes: We reserve the right to change suppliers or, if stock is unavailable, provide a reasonable substitute of equivalent quality and value. Refunds or returns will not be issued solely because a substitute product was provided.

Significant changes: If we need to make substantial changes to a product or these terms, we will let you know. You may then cancel your order and receive a full refund before the changes take effect.

6. Providing the Goods

Delivery costs: Delivery charges are shown on our Delivery FAQ page.

Delivery timing: You can select an available dispatch date when ordering. We will confirm your delivery date (and time slot, where applicable) in your Order Confirmation email. While we aim to meet your chosen date, delivery times are estimates and cannot be guaranteed.

Delays beyond our control: If delivery is delayed due to events outside our reasonable control (e.g. extreme weather, vehicle breakdown, transport disruptions, or government restrictions), we will notify you and rearrange delivery as soon as possible.

Force Majeure: A “Force Majeure Event” includes events beyond our control—such as natural disasters, fire, flood, pandemics, war, or government action. In such cases, we will not be liable for delay or failure to perform our obligations. If a delay continues for more than four weeks, we may cancel your order with five days’ written notice.

If you are not home: If you are not available to receive your delivery, we will follow any instructions you have provided (e.g. leaving the parcel in a designated safe place). Once delivered according to your instructions, responsibility for the goods passes to you.

Ownership and responsibility: You become responsible for the goods once delivery (or attempted delivery) occurs. Ownership passes to you once full payment has been received.

Undelivered goods: If you fail to provide safe delivery instructions and no one is available, our courier may leave the parcel in a safe place or dispose of it if unsuitable. You remain responsible for any associated costs. No refund will be issued for perished or undelivered goods due to absence or missing instructions.

Rearranging delivery: If you contact the courier directly to rearrange delivery, we cannot guarantee correct storage conditions. We are not liable for any deterioration of goods in these circumstances.

Incorrect or missing information: You must ensure all delivery and contact details are correct when placing your order. We are not responsible for delays or non-delivery caused by inaccurate or incomplete information.

7. Your Rights to End the Contract

Your rights depend on the nature of the goods, whether they are faulty, and when you choose to end the contract.

If the goods are faulty or misdescribed: You have a legal right to a refund or replacement if goods are damaged or not as described.

If you end the contract for our fault: You may cancel immediately and receive a full refund if; we notify you of a material change to the goods or these terms that you do not agree with; there is a pricing or description error; or delivery will be significantly delayed due to events beyond our control. We may deduct reasonable administrative costs if expenses have already been incurred fulfilling your order.

Changing your mind: Most of our goods are fresh and perishable, so the standard 14-day right to cancel under consumer law does not apply. For non-perishable items (such as merchandise or books), you have 14 days from receipt to change your mind, return the goods (at your cost), and receive a refund.

Ending the contract without fault: If you cancel when we are not at fault and you have no right to change your mind, we may offer only a partial refund or none at all, depending on circumstances.

8. How to End the Contract

How to tell us: Please contact us in writing (by email) to request cancellation.

Return costs: We will cover return costs only if goods are faulty or misdescribed; or you cancel due to a significant change or error on our part. In all other cases, you must cover the cost of returning items.

Refunds: Refunds will be made using your original payment method, including delivery costs where applicable, with any deductions clearly explained.

Refund timing: Refunds are processed as soon as reasonably possible and, for non-perishable items, within 14 days of receiving the returned goods or proof of dispatch.

9. Our Rights to End the Contract

We may end the contract if: you fail to make payment when due; you do not provide required information (e.g. delivery address); or you do not accept or collect delivery within a reasonable time. We may also withdraw products from sale at any time, though we will aim to keep our website up to date.

10. If There Is a Problem

How to report an issue: If you have questions or complaints about your order, please contact us via our Contact Us page.

Your legal rights: Nothing in these terms affects your statutory rights. Goods must be as described, fit for purpose, and of satisfactory quality.

11. Price and Payment

Price accuracy: While we make every effort to ensure accurate pricing, errors may occur. If a price error is obvious and you could reasonably recognise it as such, we may cancel the order, refund any payment, and request the return of goods supplied.

Payment methods: We accept major credit and debit cards, including American Express. Payment is taken at the time the order is placed.

Disputes: If you believe you’ve been incorrectly charged, please contact us promptly to resolve the issue.

12. Promotions and Discounts

We may occasionally offer promotional codes or discounts through our website, social media, or partners. Unless stated otherwise: only one code can be used per transaction; promotions cannot be combined with other offers; each code is valid for a limited period as stated; codes cannot be exchanged for cash or resold. We reserve the right to amend or withdraw promotions at any time without prior notice.

13. Our Responsibility for Loss or Damage

We are responsible for losses or damage you suffer that are a foreseeable result of our breach of contract or lack of reasonable care. We are not liable for losses that are unforeseeable, or for any business-related loss such as loss of profit, revenue, or opportunity.

14. How We Use Your Personal Information

Your personal data will be handled in accordance with our Privacy Policy, available on our website.

15. Other Important Terms

Transfer of contract: We may transfer our rights and obligations under this contract to another organisation, but this will not affect your rights.

Your transfer rights: You may not transfer your rights or obligations without our written consent.

Third-party rights: This contract is between you and Fen Farm Dairy Ltd; no other person has enforcement rights.

Severability: If a court finds part of this contract unlawful, the rest remains valid.
Delay in enforcement: If we delay enforcing our rights, it does not prevent us from doing so later.

Governing law: These terms are governed by the laws of England and Wales, and any disputes shall be handled by the English courts. 

Fen Farm Dairy Yoghurt Giveaway – Terms & Conditions

1. Promoter
This giveaway is organised and administered by Fen Farm Dairy, based in the United Kingdom (“the Promoter”).

2. Eligibility

• Open to UK residents only, aged 18 years or over at the time of entry.

• Employees of Fen Farm Dairy, their families, agents, or anyone professionally connected with the giveaway are not eligible to enter.

• Internet access and a valid Instagram account are required for entry.

• Entrants using bots, scripts, or automated methods of entry will be disqualified.

3. How to Enter
To enter, participants must:

• Follow @fenfarmdairy on Instagram;

• Like the giveaway post; and

• Tag at least one fellow yoghurt lover in the comments on the giveaway post.

Each comment counts as one entry.
Multiple entries are allowed, provided each entry tags a different person.
No purchase is necessary to enter or win.

4. Giveaway Period
The giveaway opens upon publication of the giveaway post and closes at 11:59pm on 1 February 2026.
Entries received after this time will not be counted.

5. Prize

• There will be three (3) winners.

• Each winner will receive one (1) bundle of Fen Farm Dairy natural yoghurt, consisting of 4 x 400g pots.

The prize is non-exchangeable, non-transferable, and no cash alternative is offered.
Fen Farm Dairy reserves the right to substitute the prize with another of equal or greater value if circumstances beyond its control make this necessary.

6. Winner Selection and Notification

• Winners will be chosen at random from all eligible entries.

• The draw will take place within 3 days of the closing date.

• Winners will be contacted via direct message (DM) on Instagram by @fenfarmdairy.

• Winners must respond within 5 days to confirm acceptance of the prize.

• If a winner does not respond within this timeframe, Fen Farm Dairy reserves the right to select an alternative winner at random.

7. Publicity
By entering, participants agree that Fen Farm Dairy may use their Instagram handle and/or first name to announce the winners on social media and for reasonable promotional purposes related to this giveaway.

8. Data Protection
Personal data supplied during the course of this promotion will only be processed as necessary to administer the giveaway and in accordance with Fen Farm Dairy’s Privacy Policy.

9. General

• Fen Farm Dairy reserves the right to withdraw, cancel, or amend this giveaway and/or these Terms & Conditions at any time without prior notice where circumstances make this unavoidable.

• The Promoter’s decision in all matters relating to the giveaway is final and binding.

• This promotion is in no way sponsored, endorsed, administered by, or associated with Instagram.

• By entering, participants release Instagram from any liability related to this promotion.

• By entering this giveaway, participants agree to be bound by these Terms & Conditions.

10. Governing Law
These Terms & Conditions are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the English courts.