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TERMS AND CONDITIONS

This site is owned and operated by Freeflow Food Ltd. If you have any queries about these terms and conditions or if you have any comments or complaints on or about our website, you can contact us at: refill@bygram.co.uk.

We refer to ourselves as “BYGRAM”, “bygram.co.uk”, “we” or “us” or “our” and we refer to you as “you”, “your” or “Customer”. 

  • Terms of Use
  • These are the general terms and conditions (the “Terms”) of BYGRAM for the use of website www.bygram.co.uk, emails we send you and the information services, content and transaction capabilities on them and services provided by them (together called the “Site”).

    You agree to be bound by the Terms, Privacy Policy and Cookie Policy , which together create a legal agreement (the Agreement) between you and us. 

  • Changes
  • BYGRAM may make changes to the content offered on the Site at any time. BYGRAM can change, update, add or remove provisions of the Agreement at any time by posting the updated Terms on this website. By using this web site after BYGRAM has updated the Terms, you are agreeing to all the updated Terms. 

  • Accuracy of content
  • We will take all reasonable care to ensure that the details displayed for each item offered for sale are correct at the time when the information was entered onto the system.

    Whilst care is taken to ensure that we display as accurately as possible appearances, colours, textures or finishes, what you will see on your computer monitor or equipment may differ and so we cannot guarantee that images are an accurate representation of the actual goods or services that you are purchasing.

    Whilst we always endeavour to keep the website as accurate and up to date as possible, there may be rare occasions when the information on the website at a given time may not precisely reflect the position exactly at the point an order is placed. We do not give any warranty as to the accuracy or completeness of the information and cannot be responsible for any errors or omissions or for the results arising from the use of such information. Please note that we are unable to confirm the price of a product until your order is placed. We take every care to ensure that the description and specification of our products are correct at the time of going to press. However, specifications and descriptions of products on this website are solely to provide an approximate idea of the goods they describe and do not form part of the contract between you and us and are not intended to be binding.

  • Rights
  • All intellectual property rights in any material (including text, photographs and other images and sound, downloads, software, trademarks and logos) contained in these Site is either owned by us or has been licensed to us by the rights owner(s) so BYGRAM can use this material as part of the Site. These rights are protected by United Kingdom and international copyright and database right laws. You are only allowed to use this Shop and the material they contain as set out in these terms.

    Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal, non commercial use, is prohibited without our permission. You may not modify, distribute or repost anything on this website for any purpose.

  • Online shopping
  • Making an online purchase at BYGRAM is easy, fast and secure. It is available 24 hours a day, 7 days per week. 

    Simply browse our online shop and add any items you wish to purchase to your shopping cart after choosing the variant (where applicable) and the quantity.

    We offer multiple fixed weight options (like 50g, 100g, 250g, 500g etc). The displayed price changes in accordance to which weight option is chosen. 

    Choose the weight you need and then you can multiply it by choosing the quantity (i.e weight 500g >> quantity 2 = you are buying 1kg. To buy 350g you can choose 1 of 100g and 1 of 250g etc). If you need any help just give us a call +44 (0) 203 417 4474 or send us a message at refill@bygram.co.uk.

    When you have finished your shopping, just click on "checkout" and fill out the few details needed to complete your order.

    Please ensure that all fields marked with an asterisk * are completed, otherwise you will be unable to complete the checkout.

  • Acknowledgement and acceptance of your order
  • After placing an order, you will receive an e-mail from us confirming that your order is being processed. All orders are subject to acceptance and availability. If we cannot fulfil your order for any reason, we will let you know as soon as possible and offer alternatives if available at a time.

    We may not be able to accept your order due to one or more of the following reasons:

    1. i) The item you have ordered is out of stock
    2. ii) We cannot authorise your payment or have reasonable grounds to suspect your payment may be fraudulent

    iii) There has been a pricing or product description error

    1. iv) There is a system or procurement failure
  • Prices and Payment terms
  • The prices payable for goods that you order are as set out in the Site and are in GBP. All prices are inclusive of VAT at the current rates and are correct at the time of entering information. Prices exclude delivery.

    We will charge your credit or debit card at the time when your order is placed on the Site.

    Our payment process is operated through Shopify Payments via a secure server. You can check this by looking for the closed padlock at the bottom of your browser window at the payment stage. All card information is encrypted using the latest secure technology and passed directly to Shopify Payments for authorization. No credit card information is stored on the BYGRAM server at any time.

    We will charge your credit account for payment upon receipt of your order unless delivery cannot be fulfilled within 20 days. Please note that your payment transaction will appear as “BYGRAM” on your credit/debit card statement.

  • Packaging
  • Even with online shopping we are doing our bit to help the environment by recycling all our packaging. This means that your parcel may not be packed in a brand new box every time, but all of our packaging is clean and fit for re-use. Every member of BYGRAM team takes pride in making sure that you will be delighted from the moment you open the parcel.

    Occasionally, when we feel that due to weather conditions your parcel might be damaged during the shipping process, we would re-use some of  the large  plastic bags that we accumulate from our suppliers. If you feel appropriate you can return them to us to re-use.

    Dry foods and liquids

    All dry foods will be packed in compostable / recyclable brown bags and no plastic will be in view.

    Liquid foods like oils, syrups, vinegars and others are available to purchase in glass bottles/jars only.

    Body care

    When you buy refillable body care products like shampoo, soap, body wash, hair conditioner we offer 2 options: 

    recyclable plastic bottle with fixed amount of product (usually 400ml) or 

    used jar/bottle. 

    With the first option you will get a new plastic bottle which you can return to one of our shops at your convenience for us to  re-use, you can reuse it yourself or recycle. 

    With the second option we will give you product of your choice from our refill station filled up in one of the returned jars/bottles (we will use what’s available in stock and suitable for your product, it could be glass or returned plastic bottle of any available size).

  • Click & Collect
  • Click & Collect is a free of charge service. Browse our online shop , choose your products and select “Collect in store” option at check out. Make sure you choose the store closest to you. 

    Your card will be charged once you complete the online order.

    When you place your order before 1pm, you can collect it on the same day after 4pm but before the store is closed. Alternatively it will be ready for you to pick up on the next day when we are open.

    If you can't collect your order for any reason please contact us at refill@bygram.co.uk or on 0203 417 4474.

    If you don’t pick up your order within 3 days and do not inform us about expected day/time of collection the paid amount will be refunded on your card less £5 processing fee.

  •  Delivery
  • Local delivery is available for postcodes SW6 and NW3.

    Courier delivery is available for all other postcodes in the UK mainland.

    Local delivery rates

    Please, allow 1-3 working days for local delivery.

    Local delivery is free for orders above £30 and £3 for orders under £30.

    UK MAINLAND 

    Please, allow 3-4 working days for UK mainland delivery.

    UK mainland delivery is free for orders above £45. 

    For orders under £45 the fee as below the fee will depend on the weight of the packaged parcel: 

    parcel under 2 kg  - flat fee of £3.20

    parcels from 2-5kg - flat fee £4.50

    parcels >5kg - flat fee £6.50

    This cost will be displayed at the checkout.

    Orders will be sent to the delivery address that you specify when you place your order. We cannot take responsibility if this address is incorrect. We ask for a phone number at checkout, which is passed to the courier, should they have trouble finding your address and need to contact you.

  •  Returns, refunds, exchanges
  • We hope that you will be delighted with your order but we understand that there are occasions that you may want to return items or that a parcel arrives damaged or not to standard.

    Due to the nature of our business and given foods are loose (without sealed packaging) food items can be returned only if they are damaged or not to standard. You can return them in one of our stores provided you have receipt or online purchase proof.

    We have 28 days return policy for unwanted non-food products. Please contact us beforehand to inform you will be returning the product at refill@bygram.co.uk or on 0203 417 4474.

    You can return them in one of our stores provided you have receipt or online purchase proof or by post at 795 Fulham road, SW6 5HD London. Please note that we are not responsible for return postage, with the exception of faulty items or goods damaged in transit.

    In order to qualify for a refund, the returned products must be unused, in perfect condition, undamaged and in the original packaging. All fragile items must be securely packaged. The cost of the original delivery is not refundable.

  • Your personal information
  • Usage of your personal information is governed by bygram.co.uk's Privacy Policy, which forms part of these General Terms & Conditions.

  • General and governing law
  • 12.1 bygram.co.uk may change these terms of use from time to time and will endeavour to notify you of any major changes by posting a message on the Site. By browsing the Site you are accepting that you are bound by the current terms of use. Please review this policy each time you use the Site as it is subject to change at any time by bygram.co.uk without notice to you;

    12.2 This Agreement constitutes the entire agreement between bygram.co.uk and you and supersedes all prior agreements, representations, statements and understandings between bygram.co.uk and you regarding the use of the Site. You agree that you have not relied upon any representation or statement not recorded in these Conditions in entering into this Agreement.

    12.3 The failure of bygram.co.uk to exercise or enforce any right or provision of this Agreement or the delay by bygram.co.uk in so doing shall not constitute a waiver of such right or provision. If any provision of this Agreement is held invalid, the remainder of this Agreement shall continue in full force and effect. The section titles in this Agreement are for convenience only and have no legal or contractual effect.

    12.4 These terms and conditions shall be governed and interpreted in accordance with English law, and you consent to the non-exclusive jurisdiction of the English courts in respect of any dispute arising therefrom.