Terms & Conditions

1. About these terms

These terms apply when you use the Novara International website or installable app, open an account, request a wholesale account, or purchase goods from us. References to “Novara”, “we”, “us” and “our” mean the Novara business identified at checkout and in your order confirmation.

If you purchase as an individual mainly outside your trade, business, craft or profession, you are a consumer. If you purchase for business purposes, you are a business customer. Sections expressly marked for one group apply only to that group.

2. Business information and contact

Novara International operates from the United Kingdom. Until our final corporate particulars are displayed, this service remains a non-transactional preview and no online sales contract is formed through it. General enquiries may be sent to davidyusufoffice@gmail.com.

3. Eligibility and accounts

• You must be at least 18 years old and legally capable of entering a contract.
• You must provide accurate, current information and protect your login credentials.
• You are responsible for activity through your account unless caused by our breach.
• Wholesale access is subject to business verification and may require evidence of trading status, purchasing authority, delivery capability or creditworthiness.
• We may suspend an account to protect customers, prevent fraud, investigate misuse, comply with law or manage unpaid sums.

4. Product information and food safety

We aim to present descriptions, images, weights, pack sizes, origins, ingredients, nutrition, storage instructions and availability accurately. Natural products may vary in appearance, size and weight. Product images are illustrative unless specifically stated otherwise.

Always read the product label, ingredient list, allergen declaration, preparation and storage instructions supplied with the item. Manufacturers may change formulations. If online information and the product label differ, do not consume the product until you have contacted us and received clarification.

5. Prices and wholesale terms

Retail prices will be shown in pounds sterling and include VAT where applicable. Delivery charges and other permitted costs will be shown before you place an order. Wholesale prices will be identified at checkout as inclusive or exclusive of VAT and may depend on verification, case quantity, delivery zone, promotional terms, commodity costs or an agreed price list.

We may correct an obvious pricing error. If the correct price is higher than the amount shown, we will contact you for instructions before acceptance or cancel the affected item and refund any payment taken.

6. Orders and contract formation

1. Adding an item to a basket or submitting an order is an offer to buy, not our acceptance.
2. An automated acknowledgement confirms receipt only.
3. A consumer contract is formed when we send an acceptance or dispatch confirmation, unless that confirmation states otherwise.
4. A wholesale contract is formed when we issue written acceptance, confirm allocation or dispatch the goods, whichever occurs first.
5. We may refuse or cancel an order before acceptance because of availability, delivery restrictions, account status, payment failure, fraud concerns, legal restrictions, supplier recall or an obvious error.

If we cancel after taking payment, we will refund the relevant amount to the original method, subject to applicable law.

7. Availability and substitutions

Food availability can change quickly. An item is not reserved until accepted and allocated. We will not substitute an item without permission where the substitute materially differs, costs more, introduces an allergen concern or is unsuitable for a stated dietary requirement. Where you have authorised substitutions, any price adjustment will be shown or explained.

8. Payment

Payment is processed through approved payment providers. You confirm that you are authorised to use the payment method supplied. Consumer orders are normally charged when accepted or prepared for dispatch. Wholesale customers may be required to pay in advance or may receive separately agreed credit terms. Late business payments may attract statutory interest, compensation and recovery costs where permitted by law.

9. Delivery and collection

• Available delivery areas, charges and estimated windows will be shown before checkout.
• You must provide a complete address, access instructions and a safe means of receipt.
• Age-restricted goods, if introduced, will require legally compliant age verification and will not be left unattended.
• Chilled or frozen goods should be transferred promptly to appropriate storage. You are responsible for goods after delivery to you, your nominee or an agreed safe place, except where law provides otherwise.
• If nobody is available, we may follow your agreed instruction, attempt redelivery, return the goods or apply a reasonable redelivery charge.
• Delivery dates are estimates unless expressly agreed as essential. We will communicate material delays.

Unless another period is agreed, consumer goods will be delivered without undue delay and within the period required by law.

10. Consumer cancellation and returns

Consumers normally have 14 days after delivery to cancel many distance purchases without giving a reason, followed by a further 14 days to return the goods. However, statutory cancellation rights do not generally apply to:

• goods liable to deteriorate or expire rapidly, including many fresh, chilled and frozen foods;
• sealed goods not suitable for return for health-protection or hygiene reasons once unsealed;
• goods made to your specification or clearly personalised; or
• other goods excluded by applicable consumer law.

For eligible goods, contact us clearly within the cancellation period. You must keep reasonable care of the goods and return them as instructed. Unless the goods are faulty or we agree otherwise, you may be responsible for return costs. We will refund eligible sums, including basic outbound delivery where required, within the statutory period and may wait until goods are returned or evidence of return is supplied.

11. Faulty, damaged, unsafe or incorrect goods

Consumer goods must be as described, of satisfactory quality and fit for purpose. Nothing in these terms limits your statutory rights. Inspect food promptly on delivery. Tell us as soon as reasonably possible if an item is missing, damaged, thawed, at an unsafe temperature, contaminated, recalled, past its use-by date, materially short in weight or otherwise incorrect. Keep the product, packaging, batch code and photographs where safe to do so.

We may offer a replacement, refund or other remedy according to the circumstances and law. Do not consume a product you reasonably believe may be unsafe.

12. Wholesale-specific conditions

• Case sizes, minimum order values, lead times, delivery charges and credit limits may apply.
• You must inspect deliveries promptly and record visible shortage or damage on the delivery documentation.
• Any short-delivery or quality claim should be notified within the period stated in the trade confirmation, without limiting rights that cannot lawfully be excluded.
• Risk passes on delivery. Title to unpaid goods remains with Novara to the fullest extent permitted by law until all sums for those goods are paid.
• You are responsible for compliant storage, rotation, traceability, resale labelling and onward supply after delivery.
• Credit terms may be varied or withdrawn on reasonable notice or immediately where payment risk materially changes.

13. Recalls and product withdrawals

We may contact you urgently about a food-safety alert, recall or withdrawal. You must stop using or supplying affected goods and follow the instructions provided. Wholesale customers must maintain adequate onward traceability and cooperate promptly with recall activity.

14. Acceptable use and intellectual property

You must not misuse the service, interfere with security, scrape it excessively, introduce malicious code, impersonate another person, infringe rights or use content unlawfully. Novara’s names, logos, photographs, designs, copy, software and other content are owned by or licensed to us. You may use the service for personal or authorised internal business purchasing, but may not reproduce or exploit protected content without written permission.

15. Liability

Nothing in these terms excludes or limits liability where doing so would be unlawful, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or mandatory consumer rights.

Consumers: we are responsible for foreseeable loss and damage caused by our breach or failure to use reasonable care and skill. We are not responsible for business losses arising from a consumer purchase.

Business customers: subject to liabilities that cannot be limited, neither party is liable for indirect or consequential loss or for loss of profit, revenue, anticipated savings, goodwill or business opportunity. Any financial cap applicable to a wholesale order will be stated in the accepted trade terms; no limitation applies until properly disclosed and agreed.

16. Events outside reasonable control

We are not responsible for delay or failure caused by events outside our reasonable control, such as severe weather, transport disruption, border or customs delay, epidemic, industrial action, utility failure, cyber incident, supplier failure or government action. We will take reasonable steps to reduce the impact and communicate with affected customers.

17. Complaints and disputes

Please contact us first so we can investigate. Consumer disputes are governed by the law of the part of the United Kingdom in which you live, and you may bring proceedings in your local courts. Business contracts are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction unless agreed otherwise in writing.

18. General

If a provision is invalid, the remaining provisions continue. A delay in enforcing a right is not a waiver. You may not transfer your rights without permission; we may transfer ours where this does not reduce consumer protections. No person other than the parties has a right to enforce these terms except where law expressly provides otherwise.

We may update these terms prospectively. The version accepted when an order is placed will govern that order unless a legal or safety requirement demands otherwise.