Terms and conditions

Who you are buying from

This website is operated by Ente Keralam. When you place an order, your contract is with:

Trading name

Ente Keralam

Registered company name

Ente Keralam Ltd

Registered in England and Wales, company number

17429259

Address for correspondence

136 Duke Street, St Helens, WA10 2JL

Email

hello@entekeralam.uk

Telephone

07887 141400

We are a food business and are registered with our local authority. See contact us for the fastest way to reach a person.

Placing an order

Adding items to your basket is not an order. When you pay at checkout you are making an offer to buy, and we will send you an email acknowledging it straight away.

The contract between us is formed when we email you to confirm that your order is accepted — not when you pay, and not when the acknowledgement arrives. If we cannot accept your order we will tell you and refund you in full.

We may not be able to accept an order if an item has sold out, if the delivery address is outside our area, or if we have reason to think the order is not genuine.

Before you pay you will be shown a summary of your basket, the handling fee, your delivery address and your delivery date. You can go back and change any of it at that point.

Prices and payment

The price you see on a product is the price you pay for it. Ente Keralam Ltd is not registered for VAT, so we do not charge VAT on your order and we cannot give you a VAT invoice. An item’s price does not change between the shelf, your basket and the checkout.

Prices do not include the handling fee. That is added at checkout and depends on your basket total and your postcode — see delivery for how it works. Your basket and the checkout page both show the exact fee for your order before you pay, and the total you are shown is the total you are charged.

If we spot that an item has been priced wrongly, we will tell you before we accept your order and you can choose whether to go ahead at the correct price or cancel.

How you pay

We take payment by card through Stripe, who handle payments for us. Your card details are entered directly with Stripe and are never sent to or stored on our systems. See our privacy notice for what that means for your data.

Availability and substitutions

We show whether an item is in stock, low or out of stock. Those states come from our shop’s own stock records and we never show an item as available when it is not.

Delivery

We deliver to Liverpool, Warrington, St Helens and Birkenhead. We do not offer collection. If we cannot deliver to your postcode, checkout will tell you before you pay.

Delivery is same day on orders placed before 2pm (UK time) where that day has room, and otherwise next day. You choose the date at checkout. You are choosing a date, not a time — we cannot tell you what time of day your driver will arrive.

We make one delivery round a day, every day. Orders are dispatched from 3pm on the date you chose. An order placed before 2pm (UK time) can be dispatched on that day’s round where the day has room; from 2pm the earliest is the next day’s. That is when your order leaves us, not a time at which it will reach you — we do not guarantee an arrival time and nothing in this clause should be read as one.

Full details, including charges and what happens if a delivery fails, are on the delivery page.

Your order stays at our risk until it is physically in your hands, or in the hands of someone you have asked us to give it to.

Cancelling, returning and refunds

Because you are buying at a distance, you normally have 14 days to change your mind — but that right does not apply to food that goes off quickly, and you lose it on sealed packets you have opened.

The complete position, item by item, along with how to cancel and how refunds work, is on the cancellations and refunds page. That page forms part of these terms.

To cancel, just tell us clearly — email hello@entekeralam.uk, telephone 07887 141400, or write to 136 Duke Street, St Helens, WA10 2JL. You do not have to use any particular form of words. If you would rather use a standard form, the model cancellation form set out in the Regulations, and the cancellation instructions that go with it, are on the cancellation form and instructions page.

Food, allergens and how to store it

We sell food, including chilled and frozen items. Please put chilled and frozen food away as soon as your order arrives, and follow the storage instructions on the pack.

Using this website

You may use this site to browse and to place genuine orders. Please do not attempt to interfere with it, scrape it, or use it in any way that would damage it or disrupt other shoppers.

The content of this site — text, images and layout — belongs to us or to our suppliers. Product images and packaging belong to their respective brand owners.

We try to keep the site accurate and available, but we cannot promise it will never be unavailable or that every detail is free of error.

Our responsibility to you

If we fail to meet these terms, we are responsible for loss or damage you suffer that is a foreseeable result of that failure. We are not responsible for loss or damage that is not foreseeable.

We never limit or exclude our liability for:

• death or personal injury caused by our negligence
• fraud or fraudulent misrepresentation
• breach of your legal rights over the goods — that they are as described, of satisfactory quality, fit for purpose and match any sample you were shown
• defective products under the Consumer Protection Act 1987

We supply groceries for private, domestic use. If you use them for any commercial purpose we have no liability for loss of profit, loss of business or business interruption.

Your personal information

We use your details to take payment, deliver your order and keep you updated about it. What we collect, why, how long we keep it and who else sees it is all set out in our privacy notice.

Changes to these terms

We may change these terms from time to time. The terms that apply to your order are the ones published on this page at the moment you placed it, and we will not change them afterwards without your agreement. The date at the top of this page tells you when it was last updated.

Complaints and the law that applies

If something has gone wrong, please tell us first — hello@entekeralam.uk or 07887 141400. If we cannot sort it out, you can get free advice from the Citizens Advice consumer service.

These terms are governed by the law of England and Wales, and disputes can be brought in the courts of England and Wales. If you live in Scotland or Northern Ireland you can also bring proceedings in your own country’s courts.

Nothing in these terms affects your statutory rights. If any part of them turns out to be unenforceable, the rest still applies.