TERMS & CONDITIONS ONLINE SALES

1.    Age Verification:

1.1    EL TENOR Ltd will not sell or deliver alcohol to anyone who is, or appears to be, under the age of 18. By placing an order, you confirm that you are at least 18 years old and we reserve the right not to deliver if we are unsure of this. We reserve the right not to accept any order.

1.2    We operate a Challenge 25 policy. Our couriers will require proof of age prior to alcoholic goods being handed over. If you or the person receiving your delivery are lucky enough to appear to be under 25, you will need to produce valid ID to accept your order or it will be withheld, and a refund issued. The only acceptable proof of identity shall be a photographic driver’s licence, a passport or an Identity Card containing the PASS Hologram.

2.    Payment:

2.1    We accept Debit Card and Credit Card transactions through PayPal and SumUp. The Cards we accept are Mastercard / Visa / Visa Delta / Visa Electron / Solo / Switch / Maestro. The goods will not be delivered until the customer’s funds that have been paid have cleared in full.

2.2    Please be aware when refunds are issued, it may take several days to reappear in your account. This is completely out of our hands.

3.    The Order Process:

3.1    We reserve the right to cancel an order up to the point of delivery and we are under no obligation to give a reason.

3.2    The processing of a payment and acknowledgement of an order does not constitute a legally binding contract and if we are unable to fulfil an order, we will offer you alternative options or a full refund as appropriate. We are not obliged to compensate you in any way for being unable to fulfil your order.

3.3    By completing and submitting the electronic “Pay Now” button (during the ‘checkout process’) you are making an offer to purchase goods which, if accepted by us, will result in a binding contract. Neither pressing the electronic “Pay Now” form or completing the checkout process constitutes our acceptance of your order. The order is deemed as accepted and the contract entered into at the point the goods are delivered and signed for.
 
3.4    Once you have placed your order, you will be sent a confirmation of your payment by PayPal or SumUp. We will process your order within 3-4 working days, normally on Tuesdays and Thursdays. If you wish to track your delivery, please provide an email address; you will be sent a delivery confirmation once we despatch your order.

4.    Pricing and Descriptions of Goods:

4.1  EL TENOR Ltd cannot be held responsible for pricing or description errors due to software mal-function, or human error. Unfortunately mistakes and technical errors do occur from time to time.

4.2    While we make every effort to ensure that prices on our website are correct, occasionally, errors do occur. If an error becomes apparent after you have placed your order, we will either contact you and offer to complete the order at the correct price or cancel your order. We are not obliged to fulfil your order at the incorrect price. We reserve the right to alter the prices stated on this website at any time.

4.3    All products are offered subject to availability. Unfortunately, some products do go out of stock between placing an order and it being prepared for delivery. In the event that a product is unavailable, we shall contact you to arrange replacement of the same value at no extra cost, or make alternative arrangements that are acceptable to you, or issue a full refund as appropriate. All details will be confirmed before dispatching the goods. Please note, if you have not provided us with the correct telephone or email details, it may take us longer to contact you or not be able to contact you at all. Please check the details of your order carefully.

4.4    Photographs of bottles and labels are for illustrative purposes only. Packaging changes occur frequently, and photographs are not always updated.

4.5    Please check your order confirmation and notify us immediately of any discrepancies in the order or customer details.

5.    Delivery:

We offer a Standard Courier Service. Goods will be delivered to most UK mainland addresses on the next working day before 4pm when the order has been placed by 11am and subject to stock availability. This option is priced at £4.00 per consignment. At this particular time we can only deliver to the UK mainland and the Maltese Islands territories.

6.    Privacy Policy:

7.    Returns Policy:

Please view our full returns information on our Delivery & Returns policy further below.

8.    Claims & Queries:

All goods must be examined, and we must be notified of any breakages immediately and within two days of delivery at the latest. Please contact us straight away if you have any problems or enquiries. Should you have a query regarding your order, please email us on [email protected]

9.    Complaints:

Any complaints in respect of quality or service will be dealt with as soon as possible by a member of our team. In the event of complaint please email [email protected], giving as much detail as you can. Please note we are a small team and emails may not always be responded to straight away. Please bear with us and we will do our best to help.

10.    Unlawful or Prohibited Use:

10.1    You shall not use this site for any purpose that is unlawful or by any means prohibited under these terms and conditions. You shall not use this site in any manner which may harm EL TENOR Ltd, or El Tenor or any other parties or adversely affect the site functionally or its use by others.

10.2    You shall not attempt or obtain from or through this site any information that is not already and intentionally made available from or through it.

10.3    As stated above, we will not sell or deliver alcohol to anyone who is, or appears to be, under the age of 18. By placing an order, you confirm that you are at least 18 years old and we reserve the right not to deliver if we are unsure of this.

In relation to Malicious software and Other offences:
 
10.4    INFORMATION ABOUT YOU AND YOUR VISITS TO OUR SITE AND EVENTS

Your privacy is important to us. We process information about you in accordance with our Privacy Policy.

10.5    MALICIOUS CODE, HACKING AND OTHER OFFENCES

You must not misuse our Site by knowingly introducing any malicious code. You must not attempt to gain unauthorised access to our Site, the server on which our Site is stored, or any server, computer or database connected to our Site. You must not attack our Site via a denial-of-service attack or a distributed denial-of service attack.

We will not be liable for any loss or damage caused by a distributed denial-of-service attack or Malicious Code that may infect your computer equipment, computer programs, data or other proprietary material due to your use of our Site or to your downloading of any material posted on it, or on any website linked to it.

10.6    LINKING TO OUR SITE

Unless otherwise authorised in writing by us, you may not suggest any form of association, approval or endorsement of any website on our part. If you wish to make any use of Material on our Site other than that set out above, please address your request for the attention of  our Digital Director at [email protected]

10.7    LINKS FROM OUR SITE

Where our Site contains links to other sites and resources provided by third parties, these links are provided for your information only. We have no control over the contents of those sites or resources and accept no responsibility for them or for any loss or damage that may arise from your use of them.

10.8    ENTIRE AGREEMENT

These terms of use, including our Privacy Policy and Cookie Policy constitute the entire agreement between you and us in relation to your use of our Site.

11.    Website Terms of Use:

11.1    All the information on this site is intended for guidance only. The website is regularly updated; however, products and prices are subject to change without prior notice.

11.2    We reserve the right to adjust prices, offers, goods and specifications of goods at our discretion at any time.
 
11.3    By clicking the ‘Pay Now’ button you agree to these terms and conditions.

DELIVERY & RETURNS COVID-19 UPDATE:

We want to ensure all our customers that we are STILL delivering and will continue to do so until told otherwise. However, we ask that you bear with us during this time as we are working on a reduced team, meaning there may be a delay in orders arriving to you.

When?

Standard delivery time frame is 3-4 days – again, provided that the item is in stock and depending on your delivery service selection.

Please be aware that we do not dispatch orders on weekends or bank holidays and our couriers do not deliver on weekends or Bank Holidays. Orders received during this timeframe are processed on the next working day.

Due to the large number of sales, we do sometimes find ourselves out of stock. In this instance some orders may take 3-7 days to fulfil. In most cases we can obtain further stock within a week. Should we be unable to resupply, we will notify you and offer an alternative or refund / partial refund.

If your order is urgent, especially if it is for a specific event or date then please do let us
know by email [email protected] and please specify the date required; we will endeavour to assist.

Delivery

3-4 working days – £4.00 per order

Who?

We use Parcelforce & APC Overnight as our main courier, who are trusted and well-established nationwide. They are well managed and operate extremely reliably, priding themselves on their customer service. They operate using local permanent staff rather than agency drivers and take a personal approach to their deliveries. They also use the latest in tracking technology to ensure you have maximum control over the delivery of your parcel.

If you provide us with your email address and mobile phone number, APC will email before delivery to confirm that they have your order and will be delivering it to your requested address.

Please remember, couriers are the link between you and us and we do not own that link, nor can we directly control what happens within it. If a problem does arise, we will do our very best to address those problems for you where we can; we regularly review the service we are getting from our trusted partners, following up issues where appropriate.

How?

Goods may only be signed for by persons over the age of 18. Our couriers may ask for ID if you appear to be under 18 and may refuse to deliver if suitable ID cannot be provided.

You can choose to have your order delivered to an address other than your billing address, such as your place of work or to a friend or relative. Simply add an alternative shipping address when placing your order.

If no one is available to meet the courier, the courier will leave a card to say they have called.

You can check your order’s progress specifically by using the tracking number provided on the email you will receive from APC. Once your order has been dispatched from our warehouse, APC will send you a Dispatch Email with a tracking link so you can follow its journey.

Damage or Breakages

We take special care to ensure your goods are packed safely and securely, using approved packaging but occasionally and unfortunately, some breakages or damage can occur.

Any damage to the order that has occurred during transit must be reported to us as soon as possible on receipt of the goods. If there is visible damage on delivery, this must be reported to the courier.

All goods must be examined, and we must be notified of any breakages immediately and within two days of delivery at the latest. We may ask you to send us photos of the damage before further action is taken.

Shipping:

There might be an applicable Custom and Excise duties that your resident country or state may levy on items bought overseas. Please note we are not responsible for these charges. We will please advise you check your local country and states for any applicable Custom and Excise charges. Thank you.