Terms of Sale & Privacy, Terms and Conditions

Goods, Refunds and Returns
Goods that are in stock will normally be dispatched to mainland UK within 3-4 working days of acceptance of order. Goods will be delivered by courier, we use different couriers depending on the item, weight and delivery address. Special rates and terms may apply for islands and remote locations. Exports will be handled separately.

The Seller shall use its reasonable endeavours to meet any date agreed for delivery. In any event, time of delivery shall not be of the essence and the Seller shall not be liable for any losses, costs, damages or expenses incurred by the Buyer or any third party arising directly or indirectly out of any failure to meet any estimated delivery date. Delivery of the Goods shall be made to the Buyers address specified in the order and the Buyer shall make all arrangements necessary to take delivery of the Goods whenever they are tendered for delivery.

The Buyer shall inspect the Goods immediately upon receipt and shall notify the Seller by e-mail to the address in the contact details provided on the web site within 7 working days of delivery, if the Goods are damaged or do not comply with any of the Contract. If the Buyer fails to do so the Buyer shall be deemed to have accepted the Goods. Where a claim of defect or damage is made the Goods shall be returned by the Buyer to the Seller. The Buyer shall be entitled to a refund (excluding original delivery costs) plus any return postal charges if the Goods are in fact defective. Where a claim of defect or damage is made the Goods shall be returned by the Buyer to the Seller or a photograph clearly showing the defect or damage maybe excepted. If the goods are not deemed defective then return postage will not be refunded.

For weight related issues please see below under additional information.

If you are a consumer you have the right, in addition to your other rights, to cancel the Contract and receive a refund by informing the Seller by e-mail to the address in the contact details provided on the web site. Goods must be returned by the Buyer at the Buyer’s expense and should be adequately insured during the return journey. The Buyer will receive a refund of all monies paid for the Goods (excludes original and return delivery charges, if any). If the Buyer fails to return the Goods following cancellation, the Seller shall be entitled to deduct the cost of recovering the Goods from the Buyer. When items are in stock it is possible we will process orders with speed, to this end a cancellation for a full refund including delivery must be made before the item is processed or dispatched, if a cancellation is made after process or dispatch then the above terms will apply.

For lost items we will need to conduct a full investigation and this may mean contacting and adhering to the terms of external courier companies.  A lost item investigation can take time but we will seek to do this promptly. You may need to wait up to 15 days as some companies such as Royal Mail for instance require 10 working days before a parcel is even considered lost. In most cases we will provide a replacement after a lost investigation has been conducted and concluded. However, we do have a fraud policy in place (for details on this please contact us). Our default is always to replace, if a refund however becomes necessary in most cases we will provide a refund but we may on rare occasions need to deduct a charge for orders sent outside of the UK mainland or to remote areas or where a delivery has incurred extra or unexpected costs above that originally billed. Examples: we have paid duties or taxes, we have absorbed a higher delivery cost than billed, we have paid a fee or charge – and in doing so a refund will mean after claims from a courier, that Roughway Farm Online would make a loss on an order – these examples are to assist the buyer and others may exist. If you want better lost item terms then please contact as we can provide more expensive delivery services with insurances and other features.

Goods to be returned must clearly show the order number obtained from the Seller on the package. Where returned Goods are found to be damaged due to the Buyer’s fault the Buyer will be liable for the cost of remedying such damage.

Goods to be returned must clearly show the order number obtained from the Seller on the package. Where returned Goods are found to be damaged due to the Buyer’s fault the Buyer will be liable for the cost of remedying such damage.

Additional Perishable Item Conditions – In addition to the above certain conditions apply specifically to perishable fruit items such as cherries, plums, apples. These items can’t be returned due to hygiene and the perishable nature of the item.

Customer Error – We are not liable for any costs incurred by incorrect information provided by the customer. Typical examples; you provide wrong delivery information and you order is lost, degraded (perishables) as a result. Or you provide a incorrect email and then are not made aware by automated emails from couriers that your order is in a parcel shop.

Further Additional Information
-The price of the Goods shall be that stipulated on the Website. The price excludes delivery charges except those shown at the checkout.
-The Seller reserves the right to periodically update prices on the Website, which cannot be guaranteed for any period of time. The Seller shall make every effort to ensure prices are correct at the point at which the Buyer places an order.

-The Seller reserves the right to withdraw any goods from the Website at any time.
-The Seller shall not be liable to anyone for withdrawing any Goods from the Website or for refusing to process an order.

-The Seller may run promotions and offer codes. The Seller reserves the right to withdraw these at any time including from orders already placed. In the unlikely event of the withdrawal of a promotional offer after sale the Buyer will be offered a full refund if the withdrawn offer or promotion makes the purchase undesirable to the Buyer. This policy is in place to prevent abuse of offer codes and also to account for human error by the Seller.

-All offers concerning delivery will unless stated refer to the UK mainland only. We reserve the right to disapply offers for remote mainland locations, islands and overseas, effectively locations where we will be charged more by our couriers and also have more administrative cost. If you live in a remote or outside UK location you can organise your own courier, please get in contact.

-If the Buyer suspects that an order is short in weight because of visual external damage to a delivered package then the package must not be opened under any circumstances. In the case of severe damage the parcel should be refused and not accepted and an email detailing this sent to us. Photos must be sent to the seller and a written dialogue opened via email. Opening the package without first sending photos of the unopened package and discussing with the Seller will invalidate any claim or recompense that could be made on this basis. To reassure you this policy is simply in place to prevent abuse and false claims.

-We offer gift cards and store credit. The expiry terms of gift cards should be stipulated on the gift card at purchase. If not stipulated in most cases expiry will be 12 months from purchase. You are welcome to email us to clarify expiry. Gift cards and store credits are strictly non refundable and have no cash value – they only have a value for purchases on our website. If a technical error occurs in the customers favour, for instance providing more credit than paid for, multi-use or similar then we reserve the right to withdraw the benefit caused by technical error to prevent loss to our business. Gift cards can be sent to friends and family.