Your attention is drawn specifically to the provisions of clause 10 (Our liability)
Please read these general terms and conditions of sale (Terms and Conditions) carefully before ordering our products (Goods) as they contain important information about your order. These Terms and Conditions apply to any order you place through www.bacofoil.co.uk. We intend that these Terms and Conditions apply only to a Contract entered into by you as a Consumer.
If you are a business customer this is our entire agreement with you. If you are a business customer these Terms and Conditions constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.
By using our website for any such order, you signify your confirmation in this regard upon which we may rely.
These Terms and Conditions apply regardless of how you access the website, including via any technologies or devices by which Melitta UK Ltd makes the Website available to You at home or on the move. You must read these Terms and Conditions carefully. By placing an order through the website, you confirm that you have read, understood and agree to these Terms and Conditions in their entirety and you agree to be bound by them. If you do not agree to these Terms and Conditions in their entirety, you must not order any product or service through the website.
We regret we are unable to accept any Orders for delivery outside the United Kingdom (for the avoidance of doubt we do not accept any Orders for delivery to Eire or Channel Islands). We cannot deliver to a Post Office Box (or any other uniquely addressable postal delivery box).
If you are not sure about anything, just phone us on 01952 678800*. Our team is available Monday to Friday 8:30am – 5:00pm. We are closed on weekends and Bank Holidays.
*National rates for UK landlines and mobiles apply. As some mobile and other network call charges may vary, please refer to your service provider for more details.
References in these Terms and Conditions to “we”, “us”, “our” and “Bacofoil” are to Melitta UK Ltd (whose trading name is Melitta) a company registered in England and Wales under number 01243964 whose registered office is at Hortonwood 45, Telford, Shropshire, TF1 7FA.
VAT Registration Number: GB 927 1132 44
1. General and Interpretation
1.1. These Terms and Conditions shall apply to all offers and agreements concluded via our website.
1.2. The words “you”, “your” and “Customer” shall mean any person visiting the website or any natural person or legal person entering into any kind of contractual relations with us.
1.3. We reserve the right to make any changes to our website, policies, and terms and conditions, including these Terms and Conditions at any time. Any Customer shall be subject to the terms and conditions, policies and Terms and Conditions in force at the time that the Customer orders products from us, unless any change to those terms and conditions, policies or these Terms and Conditions is required to be made by law or government authority (in which case it may apply to Orders previously placed by you).
1.4. If any of these Terms and Conditions is deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining condition.
1.5. Unless the context otherwise requires the following words and expressions shall bear the meaning ascribed:
1.5.1. Chosen Carrier means DPD (or another carrier approved by us), whom we shall use to dispatch the Goods to you;
1.5.2. Consumer means an individual acting for purposes which are wholly or mainly outside his or her trade, business, craft or profession;
1.5.3. Contract means the legally-binding agreement between you and us for the supply of the Goods;
1.5.4. Delivery Location means the Customer’s premises or other location where the Goods are to be supplied, as set out in the Order;
1.5.5. Durable Medium means paper or email, or any other medium that allows information to be addressed personally to the recipient, enables the recipient to store the information in a way accessible for future reference for a period that is long enough for the purposes of the information, and allows the unchanged reproduction of the information stored;
1.5.6. Goods means the goods advertised on the website that we supply to you of the number and description as set out in the Order;
1.5.7. Order means the Customer’s order for the Goods from the Bacofoil website as submitted following the step by step process set out on the website;
1.5.8. Premium Delivery means our premium delivery option(s), available for an additional charge over Standard Delivery;
1.5.10. Returns Address means FAO Bacofoil, Melitta UK Ltd, Warehouse A, Hortonwood 45, Telford, Shropshire, TF1 7FA
1.5.11. Standard Delivery means our standard delivery method, which is DPD, and
1.5.12. Website means our website https://www.bacofoil.co.uk on which the Goods are advertised.
1.6. We confirm and you acknowledge that we have given or made available to you the following information (save for where such information is already apparent from the context of the transaction):
1.6.1. the main characteristics of the Goods;
1.6.2. our identity and contact details;
1.6.3. the total price payable for the Goods including taxes or, if the price cannot be calculated in advance, the manner in which it will be calculated;
1.6.4. the arrangements for payment, performance and the time by which (or within which) we undertake to supply the Goods;
1.6.5. our complaints handling policy;
1.6.6. the duration of the Contract, where applicable.
1.7. As required by the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013:
1.7.1. all of the information described in clause 1.6; and
1.7.2. any other information which we give to you about the Goods or about us which you take into account when entering into the Contract or when making any other decision about the Goods
will be part of the terms of our contract with you as a Consumer.
2.1. The description of the Goods is as set out in the website, catalogues, brochures or other form of advertisement. We have made every reasonable effort to ensure that the Goods conform to illustrations, photographs and descriptions provided in our Website, catalogues, brochures or other form of advertisement. We cannot, however, guarantee that all descriptions, illustrations and/or photographs will be precisely accurate due to discrepancies that may arise during the printing process and differences in the colour reproduction of electronic displays. Nothing, however, excludes our liability for mistakes due to negligence on our part.
2.2. We are required by law to supply Goods that conform to the Contract. If you receive any Goods that do not conform to the Contract, please refer to clause 7.
2.3. In the case of any Goods made to your special requirements, it is your responsibility to ensure that any information or specification you provide is accurate.
2.4. We can make changes to the Goods which are necessary to comply with any applicable law or safety requirement. We will notify you of these changes.
3. Acceptance of terms and Order
3.1. In order to contract with us, you must be at least 18 years old. If you are under 18 you may use our services only with the involvement of a parent or guardian. If you are ordering for any other person, it is your responsibility to ensure that the intended recipient is of the appropriate age to view and use the product.
3.2. When using our website, you are liable to keep your account and password confidential. To the extent permitted by applicable law, you also agree to accept responsibility for all activities that occur under such account and password.
3.3. You are responsible for ensuring that the details provided to us are correct and complete in all respects, informing us if any changes occur and updating the information provided to us in the related area of the website.
3.4. Melitta UK Ltd reserves the right to refuse service, terminate accounts or remove or edit content if the Customer is in breach of applicable laws, these Terms and Conditions or any other applicable terms and conditions, guidelines or policies.
3.5. By placing an Order, you are offering to purchase a product on and subject to these Terms and Conditions. An Order via the website (or otherwise) shall be an irrevocable offer and shall not lead to a Contract.
3.6. Non-acceptance of an Order may be a result of one of the following:
3.6.1. the Goods ordered being out of stock;
3.6.2. our inability to obtain authorisation for your payment;
3.6.3. the identification of a pricing or product description error;
3.6.4. failure to meet the eligibility to order criteria set out in the Terms and Conditions.
3.7. We reserve the right to reject acceptance of any Order at any time in our absolute discretion.
3.8. Please note that completion of the online checkout process does not constitute our acceptance of your Order to purchase Goods or services from us. We will notify you by email as soon as possible to acknowledge that we have received and are processing your Order.
3.9. Our acceptance of your Order will take place only when we despatch the Goods or on commencement of the services that you ordered from us. This will be no later than 1 week after we have received payment from you. Prior to despatch of the Goods, Melitta UK Ltd has the right to decline an order for any reason, including legal and regulatory reasons.
3.10. The duration of the Contract with you will start from when you receive the order despatch email and last until the last day of your right to return the Goods.
3.11. If we cannot supply you with the Goods or service you ordered, we will not process your Order and inform you of this in writing (via email) and, if you have already paid for the Goods or service, we will refund you in full as soon as reasonably possible, but in any event no later than 14 days after receipt of your payment.
3.12. The Order process is set out on the website. Each step allows you to check and amend any errors before submitting the Order. It is your responsibility to check that you have used the ordering process correctly.
3.13. By placing an Order, you agree to us providing the Order Confirmation (defined below) by means of an email (to the address provided by you) containing all relevant information pertaining to the Order.
3.14. Shortly after you have placed an Order with us, an email will be sent to you acknowledging the exact details of your Order (Order Confirmation). You must ensure that the Order Confirmation is complete and accurate and inform us immediately of any errors. We are not responsible for any inaccuracies in the Order placed by you.
3.15. Should you not receive an Order Confirmation within 5 days, please contact our team by calling 0800 028 8002*. Our team is available Monday to Friday 8:30am – 5:00pm. We are closed on weekends and Bank Holidays.
3.16. All Orders are subject to availability. Dispatch times may vary according to availability and any guarantees or representations made as to delivery times are subject to any delays resulting from postal delays or force majeure for which we will not be responsible.
4. Price, Pricing Policy and Payment
4.1. All prices shown on the website are in £ sterling and are inclusive of VAT, where applicable. Prices may change and offers may be withdrawn at any time.
4.2. Although we try to ensure all our prices displayed on our website are accurate, errors may sometimes occur. If we discover an error in the price of an item you have ordered, we will contact you as soon as possible. You will have the option to reconfirm your Order at the correct price or cancel it. If we are unable to contact you, we may treat your Order, in respect of the incorrectly priced item, as cancelled.
4.3. The prices stated shall not include freight, which shall be borne by the Customer. The total amount as stated on the Order Confirmation shall be the total amount payable by the Customer for the Goods, including all taxes, levies and freight costs.
4.4. In order to enter into a Contract, you must possess a valid credit or debit card issued by a bank acceptable to us. When placing an Order, you undertake that all details you provide to us are true and accurate, that you are an authorised user of the credit or debit card used to place your Order and that there are sufficient funds to cover the cost of the Goods.
4.5. Upon receiving your Order, we may at our discretion carry out a standard pre-authorisation check on your payment card to ensure there are sufficient funds to fulfil the transaction. Goods will not be dispatched until this pre-authorisation check has been completed. Your card will be debited once the Order has been accepted.
5.1. The Goods will be delivered to the Delivery Location. Delivery will be deemed to have taken place when the Goods have been received by you (or another person identified by you) at the Delivery Location or, if you are collecting the Goods from us yourself, when you have collected the Goods.
5.2. Time of delivery shall not be of the essence of the Contract and any delivery or dispatch dates provided shall serve as an estimate only stated indication and not as a final deadline. We reserve the right to extend times for deliveries by reasonable periods if the delay is due to an event beyond our reasonable control.
5.3. Please note that we cannot guarantee specific delivery dates and therefore please allow up to 30 days for delivery. Where the supply of your Goods or services is delayed or prevented for reasons beyond our control (for example, material shortages, import delays or higher than anticipated demand) we will make every effort to keep you informed but shall be under no liability to you for such delay or failure. For the avoidance of doubt, this clause does not exclude or effect in any way any statutory right that is afforded to you to cancel an Order when a delivery of Goods is delayed or are not provided.
5.4. In any case, Melitta UK Ltd shall not be liable for damages resulting from non-delivery or late-delivery with respect to the delivery dates originally stated.
5.5. All deliveries must be signed for. If for any reason our Chosen Carrier is unable to deliver the Goods at the Delivery Location, the Chosen Carrier will leave a note informing you that the Goods have been returned to the Chosen Carrier’s distribution centre, requesting that you contact them to arrange re-delivery. If the Customer fails to collect the parcel from the Chosen Carrier as notified in the delivery note and the Chosen Carrier returns the Goods to us, then we shall be at liberty to charge you for any delivery charges reasonably incurred.
5.6. The responsibility (sometimes referred to as the “risk”) for the Goods remains with us until delivery is complete at which point it will pass to you.
6. Risk and Title
6.1. Upon delivery of the Goods to the Delivery Location, risk shall pass to the Customer.
6.2. Upon payment in full for the Goods, ownership shall pass to the Customer.
7. Faulty, Damaged or Incorrect Goods
7.1. By law, we must provide goods that are fit for purpose, as described at the time of purchase, in accordance with any pre-contract information we have provided, and that match any samples or models that you have seen or examined (unless we have made you aware of any differences). If any Goods you have purchased do not comply and, for example, have faults or are damaged when you receive them, or if you receive incorrect Goods, please contact us as soon as reasonably possible to inform us of the fault, damage or error, and to arrange for a refund, repair or replacement.
7.2. Beginning on the day that you receive the Goods (and ownership of them) you have a 30 days right to reject the Goods and to receive a full refund if they do not conform as stated above in clause 7.1. Alternatively, you may request a repair of the Goods or a replacement. We will bear any associated costs with repair and will carry out the repair or replacement within a reasonable time and without significant inconvenience to you. In certain circumstances, where a repair or replacement is impossible or otherwise disproportionate, we may instead offer you a full refund. If you request a repair or replacement during the 30-day rejection period, that period will be suspended while we carry out the repair or replacement and will resume on the day that you receive the replacement or repaired Goods. If less than 7 days remain out of the original period, it will be extended to 7 days. If, after a repair or replacement, the Goods still do not conform (or if we cannot do so as previously described, or have failed to act within a reasonable time or without significant inconvenience to you), you may have the right either to keep the Goods at a reduced price, or to reject them in exchange for a refund. If you exercise the final right to reject the goods more than six months after you have received the Goods (and ownership of them), we may reduce any refund to reflect the use that you have had out of the Goods.
7.3. Please note that you will not be eligible to claim under this clause 7 if we informed you of any faults, damage or other problems with the Goods before your purchase of them; if you have purchased the Goods for an unsuitable purpose that is neither obvious nor made known to us and the problem has resulted from your use of the Goods for that purpose; or if the problem is the result of normal wear and tear, misuse or intentional or careless damage. Please also note that you may not return Goods to us under this clause 7 merely because you have changed your mind. If you are a Consumer you have a statutory right to a 14 day cooling off period within which you can return Goods for this reason. Please refer to clause 8 for more details.
7.4. To return Goods to us for any reason under this clause 7, you may do so in person during our business hours of 8.30am – 5.00pm or you may return them by post or another suitable delivery choice to our Returns Address.
7.5. Refunds (whether full or partial, including reductions in price) under this clause 7 will be issued within 14 days of the day on which we agree that you are entitled to the refund.
7.6. Any and all refunds issued under this clause 7 will include all delivery costs paid by you when the Goods were originally purchased but not delivery costs for the return of the goods.
7.7. For full details of your rights and remedies as a Consumer, please contact your local Citizens Advice Bureau or Trading Standards Office.
8. Your right to cancel if you change your mind
8.1. You can withdraw the Order by telling us before the Contract is made, if you simply wish to change your mind and without giving us a reason, and without incurring any liability. To do this please contact our team by using the contact for at www.bacofoil.co.uk/contact/. Our team is available Monday to Friday 8:30am – 5:00pm. We are closed on weekends and Bank Holidays. If your Order has not been dispatched, we will refund you in full as soon as reasonably possible, but in any event no later than 14 days after the date of you withdrawing your Order.
8.2. Unwanted Goods may be returned for a refund. Please return them in their original condition, unused (with their original packaging in good condition), with all labels still attached within 14 days of receipt of the Goods using the returns form provided.
8.3. Certain items may not be returned. Please contact our team by emailing email@example.com or using the contact form at www.bacofoil.co.uk/contact/ to find out which items are able to be returned and which items may not be.
8.4. Please ensure you return the Goods to us in their original packaging. Although your statutory rights as a Consumer will not be affected, the Goods are second hand without the packaging and we may not therefore be able to process your return. You can take the Goods out of the packaging to check suitability, but don’t throw it away and please return it with your Goods.
8.5. Refunds will be made for the original purchase amount against the original form of tender. Unless prescribed at law, postage or other return costs will be the Customer’s responsibility.
8.6. None of the above terms affect your statutory rights or your rights under the Consumer Contracts Regulations 2013 (as amended or varied from time to time).
8.7. As a Consumer you have a statutory right to cancel your Contract with us up to 14 days after the Goods come into your physical possession (i.e. you or another person identified by you taking delivery of the Goods under sub-clause 5.1). You may cancel your Contract and return the Goods to us for any reason under this right. If you wish to cancel your Order before receiving our Order Confirmation or if you wish to cancel the Contract after receiving the Order Confirmation but before We have dispatched the Goods, sub-clauses 8.8, 8.9, 8.14.4 and 8.16 will apply.
8.8. If you wish to exercise your right to cancel under this clause 8, you must inform us of your decision. You may do so in any way that is convenient to you. Please ensure that you inform us of your decision to cancel before the period in sub-clause 8.7 expires:
8.8.1. By email on firstname.lastname@example.org or
8.8.2. by post at FAO Bacofoil, Melitta UK Ltd, Hortonwood 45, Telford, Shropshire, TF1 7FA.
Our team is available Monday to Friday 8:30am – 5:00pm. We are closed on weekends and Bank Holidays;
8.9. We may ask you why you have chosen to cancel and may use any answers you provide to improve our Goods and services.
8.10. Please note that your statutory right to cancel may be lost in the following cases:
8.10.1. If the Goods are sealed for health or hygiene reasons and you have unsealed those Goods after receiving them;
8.10.2. If the Goods have been inseparably mixed with other items (according to their nature) after you have received them.
8.11. You must return the Goods to us no more than 14 days after the day on which you have informed us that you wish to cancel under this clause 8.
8.12. You may return Goods to us in person during our business hours of 8.30am – 5.00pm or you may return them by post or another suitable delivery service of your choice to our Returns Address. For Goods returned under this clause 8 we will not reimburse you for shipping costs.
8.13. You may request that we collect the Goods from you, provided that the collection location is within the UK. Please ensure that the Goods are ready for collection at the agreed time and location. We are solely responsible for collecting the Goods under this clause 8 (we may use our Chosen Carrier for collections under this clause 8.
8.14. Refunds under this clause 8 will be issued to you within 14 days of the following:
8.14.1. the day on which we receive the Goods back; or
8.14.2. the day on which you inform us (supplying evidence) that you have sent the Goods back (if this is earlier than the day under sub-clause 8.1.1);
8.14.3. If we are collecting the Goods under sub-clause 8.13, the day on which you inform us that you wish you cancel the Contract;
8.14.4. If we have not yet provided an Order Confirmation or have not yet dispatched the Goods, the day on which you inform us that you wish to cancel the Contract.
8.15. Refunds under this clause 8 may be subject to deductions in the following circumstances:
8.15.1. refunds may subject to deductions for any diminished value in the Goods resulting from your excessive handling of them. For the purposes of this clause 8, “excessive handling” means any more handling than is reasonably required to ascertain the nature and characteristics of the Goods in question (e.g. no more than would be permitted in a shop);
8.15.2. we will make no deductions for damage to delivery packaging (i.e. additional packaging into which we have placed the Goods in their original packaging such as bubble wrap and a brown box) but we may make deductions if the original packaging has been damaged (e.g. torn or otherwise unsealed in a way that would make it difficult or impossible to reseal the packaging and resell the Goods in “new” condition);
8.15.3. Standard Delivery charges will be reimbursed in full along with the price of the Goods, however we cannot reimburse any additional costs for Premium Delivery. If you chose a Premium Delivery option when you ordered the Goods, we will only reimburse the equivalent Standard Delivery costs as part of your refund.
8.16. Refunds under this clause 8 will be made using the same payment method you used when ordering the Goods.
8.17. If you have received Goods in connection with the Contract which you have cancelled, you must send back the Goods or hand them over to us at the Returns Address without delay and in any event not later than 14 days from the day on which you communicate to us your cancellation of this Contract. The deadline is met if you send back the Goods before the period of 14 days has expired. You agree that you will have to bear the cost of returning the Goods.
9.1. The Goods are provided with a manufacturer’s guarantee. For further details and terms please refer to the manufacturer’s guarantee documentation supplied with the Goods.
9.2. The manufacturer’s guarantee exists in addition to your legal rights as a consumer (that the Goods match our description, that they are of satisfactory quality and that they are fit for purpose). More information on your rights as a Consumer can be obtained from your local Citizens Advice Bureau or Trading Standards Office.
10. Our liability
10.1. We will be responsible for any foreseeable loss or damage that you may suffer as a result of our breach of these Terms and Conditions or as a result of our negligence (including that of our employees, agents or sub-contractors). Loss or damage is foreseeable if it is an obvious consequence of our breach or negligence or if it is contemplated by you and us when the Contract is created. We will not be responsible for any loss or damage that is not foreseeable.
10.2. We only supply Goods for domestic and private use by consumers. We make no warranty or representation that the Goods are fit for commercial, business or industrial use of any kind (including resale). Our liability towards a customer, not being a consumer shall be limited to the purchase price of the Goods. We will not be liable to you for any loss of profit, loss of business, interruption to business or for any loss of business opportunity.
10.3. Nothing in these Terms and Conditions seeks to limit or exclude our liability for death or personal injury caused by our negligence (including that of our employees, agents or sub-contractors); or for fraud or fraudulent misrepresentation.
10.4. Nothing in these Terms and Conditions seeks to exclude or limit your legal rights as a consumer. For more details of Your legal rights, please refer to your local Citizens Advice Bureau or Trading Standards Office.
11. Events outside of our control (force majeure)
11.1. We will not be liable for any failure or delay in performing our obligations where that failure or delay results from any cause that is beyond our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic or other natural disaster, or any other event that is beyond our reasonable control.
11.2. If any event described under this clause 11 occurs that is likely to adversely affect our performance of any of our obligations under these Terms and Conditions:
11.2.1. we will inform you as soon as is reasonably possible;
11.2.2. our obligations under these Terms and Conditions will be suspended and any time limits that We are bound by will be extended accordingly;
11.2.3. we will inform you when the event outside of our control is over and provide details of any new dates, times or availability of Goods as necessary;
11.2.4. if the event outside of our control continues for more than 28 days We will cancel the Contract and inform you of the cancellation. Any refunds due to you as a result of that cancellation will be paid to you as soon as is reasonably possible;
11.2.5. If an event outside of our control occurs and you wish to cancel the Contract, you may do so. Any refunds due to you as a result of such cancellation will be paid to you as soon as is reasonably possible.
12. Communication and contact details
12.2. For orders, payments and delivery please use our website www.bacofoil.co.uk. Our team is available Monday to Friday 8:30am – 5:00pm. We are closed on weekends and Bank Holidays, or by email at email@example.com.
12.3. In certain circumstances you may wish to contact us about specific issues:
12.3.1. to return non-compliant Goods please use the contact details provided in clause 7;
12.3.2. for cancellations under your right to a cooling off period please refer to clause 8.
13. How we use your personal information (data protection)
13.1. All personal information that we may use will be collected, processed, and held in accordance with the provisions of EU Regulation 2016/679 General Data Protection Regulation (GDPR) and your rights under the GDPR.
13.2. For complete details of our collection, processing, storage, and retention of personal data including, but not limited to, the purpose(s) for which personal data is used, the legal basis or bases for using it, details of your rights and how to exercise them, and personal data sharing (where applicable), please refer to our Privacy Notice.
14. Other important terms
14.1. We may transfer (assign) our obligations and rights under these Terms and Conditions (and under the Contract, as applicable) to a third party (this may happen, for example, if we sell our business). If this occurs, you will be informed by us in writing. Your rights under these Terms and Conditions will not be affected and our obligations under these Terms and Conditions will be transferred to the third party who will remain bound by them.
14.2. You may transfer (assign) the benefit of the guarantee in clause 9 to any person who buys the Goods from you after you have completed purchasing the Goods from us.
14.3. You may not transfer (assign) your obligations and rights under these Terms and Conditions (and under the Contract, as applicable) without our express written permission.
14.4. The Contract is between you and us. It is not intended to benefit any other person or third party in any way and no such person or party will be entitled to enforce any provision of these Terms and Conditions. This is subject to sub-clause 14.2 and any purchaser to whom the guarantee has been transferred under that sub-clause will be entitled to enforce the guarantee.
14.5. If any of the provisions of these Terms and Conditions are found to be unlawful, invalid or otherwise unenforceable by any court or other authority, that / those provision(s) shall be deemed severed from the remainder of these Terms and Conditions. The remainder of these Terms and Conditions shall be valid and enforceable.
14.6. No failure or delay by us in exercising any of our rights under these Terms and Conditions means that we have waived that right, and no waiver by us of a breach of any provision of these Terms and Conditions means that we will waive any subsequent breach of the same or any other provision.
15. Complaints and feedback
15.1. We always welcome feedback from our customers and, whilst we always use reasonable endeavours to ensure that your experience as a customer of ours is a positive one, we nevertheless want to hear from you if you have any cause for complaint.
15.2. All complaints are handled in accordance with our complaints handling policy and procedure.
15.3. If you wish to complain about any aspect of your dealings with us, please contact us in one of the following ways:
15.3.1. In writing, addressed to FAO Bacofoil, Melitta UK Ltd, Hortonwood 45, Telford, Shropshire, TF1 7FA;
15.3.2. By email, addressed to Customer Services at firstname.lastname@example.org;
15.3.3. By contacting us using the contact from on our website at www.bacofoil.co.uk/contact.
15.4. We shall try to solve any disagreements quickly and efficiently, and in any event within 10 days.
15.5. The European Commission provides for an out-of-court settlement procedure: the Online Dispute Resolution. The competent bodies are listed on the site: http://ec.europa.eu/consumers/odr/
16. Governing law and jurisdiction
16.1. These Terms and Conditions, the Contract, and the relationship between you and us (whether contractual or otherwise) shall be governed by, and construed in accordance with the law of England & Wales.
16.2. Any dispute, controversy, proceedings or claim between you and us relating to these Terms and Conditions, the Contract, or the relationship between you and us (whether contractual or otherwise) shall be subject to the jurisdiction of the courts of England and Wales.
17. Company and Product Reviews