Terms and Conditions
Policy: It has always been Dundonnell Smoked Salmon's policy to treat our customers in exactly in the way we like to be treated ourselves. Our toes curl at the sight of small print, but it appears that not only to add to our creditability but to comply with new legislation (EC Distance Selling Directive) we are required to offer you our own 'large print' version, call us and we will mail it to you. You should note that your statutory rights under the current consumer protection laws are not affected (more probably enhanced).
Data & Privacy: The information collected from you at the time you place an order (on you or those you gift to) will be stored in our database and is used purely to carry out your instructions and action your payment. There are NO circumstances under which, this information might be passed to a third party. We are signed up to the Date Protection Act via Information Commissioners Office and take our obligations under this piece of legislation very seriously.
Supply: We undertake to supply you with the goods described in these WebPages or in our brochure by any date you might reasonably request knowing that our salmon has to be processed and shipped. If you have an urgent order it is always advisable to discuss your requirement on the telephone 01349 866500. Some of our products are nearly always available for immediate despatch, those with a shorter keeping life may not. Unless we have specifically agreed otherwise, delivery will be as soon as possible and not longer than 30 days, except where an order is placed for Christmas and may be ordered in the preceeding months.
Contact: We will only contact you in connection with your instructions and keep you well informed should we have any difficulties providing you with the specific goods ordered, to be delivered by your date specified. We will not email you at all without your permission.
Delivery: Obviously you the customer recognise that we do not rely on Royal Mail's postal service,we use DHL and FedEx Carriers (or other suitable carrier for overseas deliveries) to perform the 'contract'. We monitor the performance of our carriers continuously. Whereas we have so rarely had a complaint about the quality of our goods, there have been a very small number of occasions (less than .01%) when due to circumstances entirely beyond our control our goods have not arrived by the requested time. As soon as we have learned of this we have always offered immediate despatch of a replacement parcel - providing the selected goods are available for despatch. At the end of the day salmon has to be cured, smoked, sliced and packaged beforehand.
Guarantee: In the light of the forgoing you will appreciate we feel confident that we can unequivocally guarantee your total satisfaction with our product and service. Again you should note that your statutory rights under the current consumer protection laws are not affected (more probably enhanced).
Refunds: In the event of loss, late delivery or dissatisfaction with the product supplied and a replacement is not acceptable, the goods need not be returned, but any labels from the packaging might be helpful in resolving any tracking issues we might have with a courier etc (unless required by Royal Mail or our Couriers for their investigations) but a full refund will be sent. If initial payment was by Credit Card, then the refund will be made back to your Credit Card Company. If however payment was by cheque, then the refund will be posted to you by cheque promptly. Our major concern is to maintain our happy relationship with you our customer. If the goods ordered were a gift to a third party, the parcel is sent not only with your message but a note (and SAE) asking them (your giftee) to contact us immediately if they feel the goods are not in perfect condition or they believe the postal/courier services may have failed to deliver promptly. We suggest that we will attend to this without any fear of embarrassment to you. We feel this is what you the donor would want us to do on your behalf.
Payment: Although our customers offer payment at the time of placing their order, it is our policy not to action Credit Cards or cash cheques until the week in which the goods are to be despatched. Many of our customers submit their Christmas Orders in October and their payment therefore, may not be processed for almost eight weeks. Payment online is through Streamline (Pay Pal). We are fully compliant with PCI-DSS. and do not store credit card details on any computer.
VAT: Currently Smoked Scottish salmon is exempt from VAT within the UK. There are some countries where there will be some excise duty due - on the whole most countries do not pursue this on small quantities. When shipping via DHL they will apply whatever duties are applicable and if we know about this beforehand we will inform you - Australia is certainly a country where duties and import regulations make it impracticable to send smoked Scottish salmon. All foreign shipments sent by DHL abroad are sent DDU (Delivered Duty Unpaid). If these have not been taken into consideration at the time of placing your order DHL may levy the duty at time of delivery.
Complaints: Well we don't have a procedure - because it has never got to that situation in more than 20 years! Clearly we take any complaint very seriously and would expect to contact you almost by return - but at Christmas time this might lead to a delay of some hours or a day perhaps. It is an all hands on deck (parcel packing) scenario at this time of year.
As smoked salmon is best kept chilled (stored below 3ºC) shelf life of 4 weeks maximum, and we always ship by next day delivery courier then we would expect to hear from you within 48 hours of despatch if you felt that your smoked salmon was not in good condition when it was received.
Law and Jurisdiction: Any contract for your purchase from Dundonnell Smoked Salmon is governed by and has to be interpreted under the Law of Scotland, and you agree that such contract will be subject to the non-exclusive jurisdiction of the Scottish courts.
(Sorry, have struggled to find more sympathetic wording on this point without success, I fear)
Final Note: We suppose because we have always enjoyed an open and trusting relationship with our existing customers, it grieves us to have to write down what has just been mutually understood between us over so many years. In so doing it has somehow denigrated that good old British sense of fair play......
Any concern that you might have regarding security, privacy or complaint in connection with making a purchase online may always be taken up directly with myself, Ron Palmer.