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Consumer Terms and Conditions

Carlsberg believes that our beer brands are there to offer consumers refreshment and responsible enjoyment. They should be consumed responsibly by adults and misuse should be avoided.

Carlsberg is a member of the Portman Group – promoting responsible drinking. For more information on responsible drinking please visit drinkaware.co.uk for the facts.

1. These terms

1.1 These terms were last updated on 2 November 2020 to update our registered office address.

1.2 Disputes. Please note that disputes may be submitted for online resolution to the European Commission Online Dispute Resolution platform and our email address for this purpose is contact@pourtodoor.co.uk.

1.3 What these terms cover.

(a) These are the terms and conditions on which we supply products ordered on our Pour to Door website.

(b) These are consumer terms and do not apply to trade customers. A consumer is a private individual acting for purposes which are outside that individual's trade, business, craft or profession. If you are a trade customer please visit the following page or contact us.

1.4 Why you should read them.

(a) Please read these terms carefully before you submit your order to us.

(b) These terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem and other important information.

(c) We recommend that you print and keep a copy of these terms or save them to your computer for future reference. If you think that there is a mistake in these terms or require any changes, please contact us to discuss.

2. Information about us and how to contact us

2.1 Who we are. We are Carlsberg UK Limited a company registered in England and Wales. Our company registration number is 00078439 and our registered office is at Marston's House, Brewery Road, Wolverhampton, England, WV1 4JT. Our registered VAT number is GB 679 0058 12.

2.2 How to contact us. You can contact us by telephoning our customer contact centre at 0800 085 4646 or by writing to us at Pour to Door, Carlsberg UK Limited, 140 Bridge Street, Northampton NN1 1PZ or by email to contact@pourtodoor.co.uk.

2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

2.4 "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

3. Age requirements

3.1 Prohibition on selling alcohol to under 18s. By law, we cannot sell or supply alcohol to a person who is under 18 years old. It is also illegal for a person to buy or attempt to buy alcohol on behalf of a person who is under 18 years old. Please do not attempt to order alcohol products through our website: if you are under 18 years old; or on behalf of a person who is under 18 years old.

3.2 Confirmation that you are 18 years old or older. As part of the order process, you will be required to confirm that you are aged 18 years old or over.

3.3 Identification and other requirements on delivery. Where the individual accepting delivery of our products appears to be under 25 years old, that individual may be asked to provide a valid form of identification (for example, a photo driving licence, passport or proof of age card bearing the PASS hologram). The delivery driver may retain the products if the individual accepting delivery: does not provide the identification requested; has failed to provide a valid form of identification; has provided identification that shows that individual is not 18 years old or older; and /or is, or appears to be, under the influence of either alcohol or illegal drugs (in the reasonable opinion of the delivery driver).

3.4 Gifts and recipient identification. If your order is a gift and contains alcohol, the recipient must also be aged 18 years or older and may be asked to provide a valid form of identification. The identification and other delivery requirements set out in clause 3.3 above will also apply to the delivery of gifts.

3.5 Products returned due to a failure to satisfy identification and other requirements on delivery. If the identification requirements set out in clause 3.3 and 3.4 above are not met or the individual accepting delivery was, or appeared to be, under the influence of either alcohol or illegal drugs (in the reasonable opinion of the delivery driver) and the products are returned to a delivery depot or to us because they could not be delivered, then we may contact you to discuss this further and may seek additional information from you. We may also request that you pay a standard delivery charge for us to re-deliver the products. If the products have been returned because:

(a) the individual accepting delivery of the products failed to satisfy the identification requirements set out in clause 3.3 or 3.4 above, we will only re-deliver the products if we are satisfied, acting reasonably, that you are 18 years old or over (we may, in our sole discretion, ask you to show us a valid form of identification proving that you are 18 years old or over) and either: you will be the individual accepting delivery; or the individual accepting delivery will be able to show the delivery driver a valid form of identification proving that they are 18 years old or over;  and / or

(b) the individual accepting delivery was, or appeared to be, under the influence of either alcohol or illegal drugs (in the reasonable opinion of the delivery driver), we will only re-deliver the products if we are satisfied, acting reasonably, that the individual accepting delivery will not be, or appear to be, under the influence of either alcohol or illegal drugs.

3.6 If we are not satisfied, acting reasonably, that the requirements set out in clause 3.5(a) and / or 3.5(b) (as applicable) have or will be met or we are unable to contact you after making reasonable attempts to do so, we will end our contract with you for such products by notifying you in writing and, if you have paid for such products, shall provide you with a refund less any reasonable costs we incur as a result of such failed delivery (for example, courier charges incurred by us).

4. Our contract with you

4.1 How we will accept your order. Our acceptance of your order will take place when we have successfully processed your payment for that order and are in receipt of cleared funds, at which point a contract will come into existence between you and us.

4.2 If we have to cancel your order. If we have to cancel your order, we will inform you of this in writing and will refund you the full amount that you have paid for that product including any delivery costs as soon as possible. We may have to cancel your order because the product is out of stock, because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

4.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.

4.4 Order errors. You will have an opportunity to check and correct any input errors in your order up until you click the ‘PAY NOW’ button. If you discover an error after your order has been submitted to us, please contact us to discuss this further.

4.5 We only sell to the UK. Our website is solely for the promotion of our products in the UK. Unfortunately, we do not accept orders from, or deliver to, addresses outside the UK. A full list of the locations we deliver to together with the applicable delivery charges is set out here.

4.6 No telephone or email orders. We will not be able to take orders over the telephone or by email.

5. Our products

5.1 Product availability. If the number of products available for purchase is limited (e.g. 1 per order), it will state this clearly on the website.

5.2 Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.

5.3 Product packaging may vary. The packaging of the product may vary from that shown in images on our website.

6. Your rights to make changes

If you wish to make a change to the product you have ordered please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may have the option to end the contract under clause 9.2.

7. Our rights to make changes

7.1 Minor changes to the products. We may change the product to reflect changes in relevant laws and regulatory requirements. For example, to comply with labelling and packaging laws, health and safety laws and advertising laws.

7.2 Withdrawal of products on our website. We reserve the right to change or withdraw products offered by us that are displayed on our website without notice. If you have ordered a product which has: been changed on our website; or withdrawn from our website and we are unable to supply the product ordered to you, we will contact you to discuss this further and we may offer you a substitute product with a price which is equal to, or lower than, the price of the unavailable product. If you let us know that you do not want to receive a substitute product, if we let you know that we are unable to provide a suitable substitute product or you do not want to proceed for any other reason, you may cancel your contract with us and we will arrange a full refund of the price you have paid, including any delivery charges. If you accept the supply of a substitute product which has a lower price than the unavailable product you originally ordered, we will provide you with a refund for the difference in price between the unavailable product and substitute product.

7.3 Changes to these terms.

(a) We may amend these terms from time to time. Any changes to these terms will take effect on the date they are posted onto the website (please see clause 1.1 above which sets out when these terms were last updated). Please ensure you read the terms again if they have been updated since you last placed an order / read these terms, to ensure that you are familiar with the most current terms.

(b) We may revise these terms as they apply to your order if this is necessary to reflect changes in relevant laws and regulatory requirements. If we have to revise these terms as they apply to your order, we will contact you and let you know how to cancel your contract with us if you are not happy with the changes. You may cancel either in respect of all the affected products or just the products you have yet to receive. If you opt to cancel, you will have to return (at our cost) any relevant products you have already received and we will arrange a full refund of the price you have paid, including any delivery charges.

8. Providing the products

8.1 Delivery charges. Our delivery charges are displayed here. The delivery charges you are required to pay are set out on the checkout page before you submit your order. Delivery charges vary depending on where you are located in the UK.

8.2 When we will provide the products. During the order process we will let you know when we will deliver the products to you. Occasionally different products in the same order may be delivered separately.  If we are not able to deliver all of the products together we will not charge you extra delivery costs.

8.3 We are not responsible for delays outside our control. If our supply of a product is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received including any delivery charges.

8.4 If you are not at home when the products is / are delivered. If no one is available at your address to take delivery of the product(s), the delivery driver will retain the product(s) and you will be provided with a notification setting out details of any rescheduled delivery date (if applicable); how to collect your delivery; or how to rearrange your delivery. If:

(a) we are notified by the courier that no one was available at your address to take delivery of the product(s) on the rescheduled delivery date or on any further rescheduled delivery dates (if applicable); or

(b) you make no attempt to: collect the product(s) from a delivery depot; or re-arrange delivery of the product(s) with the courier; or

(c) the product(s) is / are returned to us because either:

(i) no one was available at your address to take delivery of the product(s) on the rescheduled delivery date or on any further rescheduled delivery dates (if applicable); or

(ii) you make no attempt to: collect the product(s) from a delivery depot; or re-arrange delivery of the product(s) with the courier, 

we may contact you to discuss this further and may seek additional information from you. We may also request that you pay a standard delivery charge for us to re-deliver the products. If we are unable to contact you for further instructions after making reasonable attempts to do so, we will end our contract with you for such products by notifying you in writing and, if you have paid for such products, shall provide you with a refund less any reasonable costs we incur as a result of such failed delivery (for example, courier charges incurred by us).

8.5 When you become responsible for a product. A product will be your responsibility from the time our courier delivers that product to the address you gave us or to a person nominated by you to receive the product.

8.6 When you own a product. You own a product once we have received payment in full (including all applicable delivery charges) and in cleared funds.

8.7 What will happen if you do not give required information to us. We may need certain information from you so that we can supply a product to you, for example, your full name, address, email address and payment information. If so, this will have been stated during the check out process. We will contact you to ask for this information if it has not been provided. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract or require you to pay us the reasonable costs we incur as a result of such failure (for example, courier charges incurred by us). We will not be responsible for supplying a product late or not supplying a product if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

9. Your rights to end the contract

9.1 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at (a) to (e) below the contract will end immediately and we will refund you in full for any products which have not been provided. The reasons are:

(a) you have ordered a product which has been changed and / or withdrawn from our website and we are unable to supply that product to you and you do not want to receive any substitute product offered or we are unable to provide a suitable substitute product or you do not want to proceed for any other reason connected to our inability to supply in these circumstances;

(b) we have revised these terms as they apply to your order to reflect changes in relevant laws and regulatory requirements;

(c) we have told you about an error in the price or description of the product you have ordered and you do not wish to proceed;

(d) there is a risk that supply of the products may be significantly delayed because of events outside our control; and / or

(e) you have a legal right to end the contract because of something we have done wrong.

9.2 Cancelling the contract because you have changed your mind. If you change your mind about products you have ordered from us, you have a legal right to cancel your contract for those products during the cancellation period set out below and to receive a refund. You will have to pay for the costs of return of those products. Please see clause 10.2 below regarding how you should return products to us.

(a) Start of the cancellation period. Your legal right to cancel a contract for product(s) ordered starts from the date we have successfully processed your payment and are in receipt of cleared funds for the product(s), which is when our contract with you is formed.

(b) End of the cancellation period.

(i) If you have ordered a single product or you have ordered multiple products in one order which are delivered in one delivery, on the same day. The end date is 14 days after the day on which the product(s) is / are delivered to you (or a person nominated by you) to take delivery. For example, if you order a product and it is delivered on 2 January. 16 January will be the last day of the cancellation period.

(ii) Your products are split into several deliveries over different days. In this case you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the products. For example, if products ordered are delivered by way of three separate deliveries on 2, 5 and 10 January. The last day of the cancellation period for all of the products (including those delivered on 2 and 5 January) will be 24 January.

10. How to end the contract with us (including if you have changed your mind)

10.1 Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

(a) Telephone or email. Call our customer contact centre on 0800 085 4646 or email us at contact@pourtodoor.co.uk. Please provide your name, home address, details of the order and, where available, your phone number and email address.

(b) By post. Print off the model cancellation form and post it to us at the address on the form.  Or simply write to us at that address, including details of what you bought, when you ordered or received it and your name and address.

10.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must post them back to us at Pour to Door, Carlsberg UK Limited, 140 Bridge Street, Northampton NN1 1PZ. When returning products you should take reasonable care to ensure products are not damaged in transit (for example, by choosing an established transport or postal service provider and ensuring products are packed appropriately). If you are exercising your right to change your mind you must send off the products within 14 days of telling us you wish to end the contract.

10.3 When we will pay the costs of return. We will pay the costs of return:

(a) if the products are faulty or misdescribed;

(b) if you are ending the contract because we have told you of an error in pricing or description, a delay in delivery due to events outside our control, because you have a legal right to do so as a result of something we have done wrong or because we have revised these terms as they apply to your order to reflect changes in relevant laws and regulatory requirements; or

(c) In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.   

10.4 How we will refund you.  We will refund you the price you paid for the products including delivery costs, by the method you used for payment. If you paid using a payment card, we will issue a refund to the card you used for payment. However, we may make deductions from the price, as described below.

10.5 Deductions from refunds if you are exercising your right to change your mind. If you are exercising your right to change your mind:

(a) We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the products, if this has been caused by you handling them in a way which would not be permitted in a shop (for example, opening a can of beer). If we refund you the price paid before we are able to inspect the products and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount.

(b) The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer.

10.6 When your refund will be made. We will make any refunds due to you as soon as possible.  If you are exercising your right to change your mind then your refund will be made within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 10.2.

11. If there is a problem with the product

11.1 How to tell us about problems. If you have any questions or complaints about a product, please contact us. You can telephone our customer contact centre at 0800 085 4646 or write to us at Pour to Door, Carlsberg UK Limited, 140 Bridge Street, Northampton NN1 1PZ or contact@pourtodoor.co.uk.

11.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with our contract with you. Clause 11.3 below sets out a summary of your key legal rights in relation to the product(s). These rights are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06. Nothing in these terms will affect your legal rights.

11.3 Key legal rights. We are under a legal duty to provide products to you which are: as described and match the information we provided to you; fit for purpose; and of satisfactory quality (for example, not defective or faulty). During the expected lifespan of your product your legal rights entitle you to the following:

(a) you can reject a product (for example, if it is faulty or defective) up to 30 days from the day after the product was delivered and get a refund;

(b) you can request a replacement product; or   

(c) if we haven’t provided you with a replacement product, you may be entitled to keep the product and receive an appropriate refund of the price paid or reject the product and receive a refund,

refunds will be made within 14 days of the day we agree you are due a refund and will include delivery and other related charges.

11.4 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products (see clause 11.3 above) you must post them back to us. Please see clause 10.2 above regarding how you should return products to us. We will pay the costs of postage.

12. Price and payment

12.1 Where to find the price for the product. The price of a product (which includes VAT) will be the price indicated on the applicable product page and checkout page(s) when you placed your order. The price of a product does not include delivery charges. Our delivery charges are as advised to you during the check out process, before you confirm your order. We take all reasonable care to ensure that the price of the product advised to you is correct. However, please see clause 12.3 for what happens if we discover an error in the price of a product you order. Prices are payable in Great British Pound Sterling (GPB).

12.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.

12.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. Where the product's correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product's correct price at your order date is higher than the price stated to you, we will contact you for your instructions. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products provided to you (see clause 10.2 regarding the return of products to us).

12.4 When you must pay and how you must pay.

(a) We accept payment with Visa or Mastercard credit and debit cards.

(b) When you give us your credit or debit card details you are confirming that you are either the card holder, or that you have permission from the card holder to use the card to order from us.

(c) You must pay for the products at the time your order is submitted to us. We will charge your credit or debit card when you submit your order to us.

13. Our responsibility for loss or damage suffered by you

13.1 We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.

13.2 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for: death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the products as summarised at clause 11.3.

13.3 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

14. How we may use your personal information

14.1 How we may use your personal information.  We will only use your personal information as set out in our Privacy Notification.

15. Other important terms

15.1 We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. If you do not agree to or accept such transfer, you may cancel any outstanding orders for products which have not been dispatched and we will arrange a full refund of the price you have paid for such products, including any delivery charges.

15.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

15.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

15.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

15.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.

15.6 Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

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