Terms of service
Terms of service
Terms and conditions of use and sale on the Website
PREAMBLE
The sugarandsyrup.com website (the “Website”) is operated by T&L Sugars Limited - holder of the Tate & Lyle Sugars brand and sugarandsyrup.com domain”). Throughout the Website, the terms “We”, “Us” and “Our” refer to T&L Sugars Limited.
We sell products on our site to consumers. If you are a consumer, you may only purchase Products from our site if you are at least 18 years old.
These General Terms of Sale and use of the Website including those additional terms and conditions and policies referenced herein and/or available by hyperlink (the "T&C”) are concluded between T&L Sugars Limited and the user of the Website (the "User", "You").
The purpose of these T&C is to define the terms and conditions of sale of goods that You can buy through our Website (“Product”) and to define the terms and conditions of the use of our website by you, hereinafter collectively referred to as the “Services”.
By visiting our website and purchasing something from us, you engage in our service and agree to be bound by the following T&C. These T&C apply to all users of the website, including without limitation users who are browsers, consumers, and/ or contributors of content.
Please read these T&C carefully before accessing or using our website. By accessing or using any part of the website, you agree to be bound by these T&C. If You do not agree to all the T&C of this agreement, then you may not access the website or use any services. If these T&C are considered an offer, acceptance is expressly limited to these T&C.
Any new products, features or tools which are added shall also be subject to the T&C.
You can review the most current version of the T&C at any time on this page. We reserve the right to amend these T&C at any time. Every time you wish to purchase our Products and use our website, please check the T&C to ensure you understand the terms that apply at that time.
Our website is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products to you.
We only use your personal information in accordance with our Privacy Policy. Please take the time to read our Privacy Policy as it includes important terms which apply to you.
If you are a business customer purchasing via this website you will be governed by these website T&Cs (except section 3.1 on right of withdrawal or cancellation) and T&L Sugars Limited standard T&C of sale: T&L Sugars - Standard Terms and Conditions of Sale (2022-06-22) Final - English (1).pdf. If there is any conflict or ambiguity between the terms and conditions provided for via this website and the T&L standard T&C of sale for business customers, a term contained in the T&L standard T&C of sale for business customers shall have priority, with the exception of sections 1 description, 2 formation of contract and 4 shipping of these website T&Cs.
We do not dispatch any products outside of the United Kingdom.
We do not dispatch to business customers in Northern Ireland.
Please contact orders@sugarandsyrup.com to order under separate cover.
I - TERMS AND CONDITIONS OF SALE
1-DESCRIPTION OF THE PRODUCTS
Tate & Lyle Sugars offers via its website a range of products for sale.
The images of the Products on our site are for illustrative purposes only. The packaging of the Products may vary from that shown on images on our site.
2- FORMATION OF CONTRACT
After you place an order, you will receive an e-mail from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted. Our acceptance of your order will take place once you receive an email confirming the Products have been dispatched (“Dispatch Confirmation”). At this point the Contract will be formed between you and us.
If we are unable to supply you with a Product, we will inform you of this by e-mail and we will not process your order. If you have already paid for the Products, we will refund you the full amount including any delivery costs charged as soon as possible.
3 - RETURN AND REFUND POLICY
3.1- RIGHT OF WITHDRAWL OR CANCELLATION
The provisions of this article only apply to users who purchase products on our website in their capacity as consumers.
You have a right to cancel a Contract up to the point of dispatch of your order. This means that during this period if you change your mind or decide for any other reason that you do not want to receive a Product, you can notify us of your decision to cancel the Contract and receive a refund. We will then: (i) refund you the price you paid for the Product; (ii) refund any delivery costs you have paid; and (iii) make any refunds due to you as soon as possible and in any event within [14] days after you inform us of your decision to cancel the Contract. We will refund to the same method of payment used to make the purchase. If you used vouchers to pay for the Product, we may refund you in vouchers.
Part-cancellation of an order is not possible and the Contract will be cancelled in its entirety and we will issue you with a full refund. The order will then need to be re-made.
Once your Product has been dispatched, you will still be able to cancel the Contract for up to 14 days after the date that on which you, or a third party other than the carrier and designated by you, receive the Product.
In order to exercise the right to cancel your Contract, you need to inform us in writing to our e-mail: orders@sugarandsyrup.com of your decision, with your order number in the email header, clearly stated the request to withdraw or cancel your contract.
If your cancellation is accepted, we will send instructions by email to the contact address provided this will reference where to return your product. Products sent back to us without first requesting a return will not be accepted.
You will be responsible for paying for your own shipping costs for returning your product.
You must return all the Products in your order to us with all Product packaging undamaged and intact without undue delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the Contract. If the packaging is damaged, a refund will not be possible. However, if the packaging was damaged in transit, the ‘Damages and Defects’ article will apply. Prior to your return of the Product, please store it appropriately as per the instructions on the Product, otherwise a refund will not be processed. Please be aware, we will only accept a return under this article if all the Products in your order are returned. You will be responsible for the cost of returning the Product to us. We will provide any applicable refunds to include (i) cost of product(s) and (ii) original postage cost, within 14 days of receiving the Products back . The refund will be to the same method of payment used to make the purchase. If you used vouchers to pay for the Product, we may refund you in vouchers.
3.2 Damages and Defects
Please inspect your order upon receipt and contact us immediately if the item is mis-described, defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
For any product quality or delivery issues, contact us at orders@sugarandsyrup.com. Make sure to provide your order number and pictures so we can investigate the issue.
For mis-described, defective or damaged Products we will arrange a refund of the price of the Product in full, together with any applicable delivery charges, and any reasonable costs you incur if we require you to return the Product to us. If we require a return, we’ll send some instructions on where to send your package. We will initiate a refund to the same method of payment used to make the purchase. If you used vouchers to pay for the Product, we may refund you in vouchers.
Items sent back to us without first requesting a return will not be accepted.
4-SHIPPING POLICY
We offer free delivery above £20 to England, Wales and Scotland (excluding Islands and Northern Ireland). A delivery charge applies for all orders under £20.
The Product will be delivered by a third-party courier service.
Shipping starts at £2.50 for all orders between 0 and 100g, dispatched via Royal Mail, 1st class delivery.
From 101g and onwards, UK standard shipping applies at is £3.49. These orders are dispatched via DHL.
The standard delivery fee for Northern Ireland and Islands is £4.99. This charge will be added to the price of your order (hereinafter collectively referred to as the “Total amount due”).
|
Destination |
Method |
Cost |
Timescale |
|
England / Wales/ Scotland |
DHL |
£3.49 / Free over £20 |
1-3 Working Days |
|
Northern Ireland |
DHL |
£3.99 |
1-3 Working Days |
|
Islands |
DHL |
£4.99 |
2-3 Working Days |
|
UK |
Royal Mail 0-100g |
£2.50 |
2-3 Working Days |
The maximum weight per parcel is set at 25kg. If your order is above 25kg, it will be shipped in two boxes. Please note that boxes can be split up during transport and therefore arrive on different days.
All orders are processed within 1-3 business days. Please note that we do not dispatch on weekends or Public/Bank holidays.
You can schedule your delivery with the courier or provide a safe place for delivery if you know you are not going to be home. If there is no one at home to accept the delivery, the courier will leave a card, so you can re-schedule your delivery with the courier directly or collect your parcel from their local collect point.
You own the Product once we have received payment in full, including all applicable delivery charges, and the contract has concluded via the sending of the Dispatch Confirmation.
Delivery of an order shall be completed when the courier delivers the Product to the address you gave us and the Product will be your responsibility from that time.
If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, or your delivery is otherwise affected by an event outside our control, we will contact you via email or telephone provided at the time the order was made to notify you of the delay and your right to cancel the Contract. If you opt to cancel, we will refund the price you have paid, including any delivery charges. Shipping charges for your order will be calculated and displayed at the checkout. We do not dispatch any products outside of the United Kingdom.
We do not dispatch to business customers in Northern Ireland.
Please contact orders@sugarandsyrup.com to order under separate cover.
For the avoidance of doubt, any Northern Ireland based business making orders for goods from this website contrary to this policy will be solely responsible for the making of any applicable declarations, customs declarations, the payment of any fees, fines or duties and liable for associated costs of any goods seized, delayed, held or damaged.
5-PRICE & PAYMENT
The prices of the Products will be as quoted on our website at the time you submit your order. We take all reasonable care to ensure that the prices of Products are correct at the time when the relevant information was entered onto the system. Prices for our Products may change from time to time, but changes will not affect any order you have already placed.
Taxes are included in the prices displayed on Our website.
A delivery charge applies for all orders under £20. This charge will be added to the price of your order (hereinafter collectively referred to as the “Total amount due”).
Prices are liable to change at any time and without notice, but price changes will not affect orders that we have confirmed.
Please note that we shall not be liable to you for any price change.
The total amount due will be as set out in the order confirmation we provided to you by email.
Payment for all products must be made in advance by credit or debit card, (Maestro, Mastercard, Visa). [Alternatively, vouchers that are valid for use with us at point of sale.]
6-PRODUCT CHANGES
Certain products may be available exclusively online through the Website. These products may have limited quantities and are subject to return or exchange only according to our “Return Policy” (Article 3 above).
We reserve the right, but are not obligated, to limit the sales of our products to any person, geographic region or jurisdiction. We may exercise this right on a case-by-case basis. We reserve the right to limit the quantities of any products that we offer. All descriptions of products are subject to change at any time without notice, at the sole discretion of us.
We reserve the right to discontinue any product at any time.
7-LIMITATION OF LIABILITY
We do not in any way exclude or limit our liability in these T&Cs for: (i) death or personal injury caused by our negligence; (ii) fraud or fraudulent misrepresentation.
Subject to the clause above, our total liability to you in respect of all losses arising under or in connection with a Contract, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the price you paid for the Products. Where you have used and accessed the site without purchasing any Products, we have no liability to you other than as set out in the clause above.
We shall have no liability for any failure on your part to provide us with adequate delivery instructions or any other instructions that are relevant to the supply of the products. This will not affect your statutory rights.
II - TERMS AND CONDITIONS OF USE OF THE WEBSITE
1 - ONLINE STORE TERMS
You may not use our products for any illegal or unauthorized purpose nor may you, in the use of the service, violate any laws in your jurisdiction (including but not limited to copyright laws). You must not transmit any bugs or viruses or any code of a destructive nature.
A breach or violation of any of the T&C will result in an immediate termination of your services.
We do not guarantee that our site will be secure or free from bugs or viruses. You are responsible for configuring your information technology, computer programmes and platform to access our site. You should use your own virus protection software.
We do not guarantee that our site, or any content on it (including any Contribution you upload), will always be available or be uninterrupted. We may suspend or withdraw or restrict the availability of all or any part of our site for business and operational reasons at any time.
2 - ACCURACY, COMPLETENESS AND TIMELINESS OF INFORMATION
The content on our site is provided for general information only. Although we make reasonable efforts to update the information on our site, we make no warranties or guarantees that it is accurate, complete or up to date. The material on this website should not be relied upon or used as the sole basis for making decisions without consulting primary, more accurate, more complete or more timely sources of information. Any reliance on the material on this website is at your own risk.
We reserve the right to modify the contents of this website at any time.
3 - ACCURACY OF BILLING AND ACCOUNT INFORMATION
We reserve the right to refuse any order you place with Us. We may, in our sole discretion, limit or cancel quantities of products purchased per person, per household or per order. These restrictions may include orders placed by the same credit card, and/or orders that use the same billing and/or shipping address.
In the event that we make a change to or cancel an order, we may attempt to notify you by contacting the e‑mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.
You agree to provide current, complete and accurate information for all purchases made on our website. You agree to promptly update your information and other information, including your email address and credit card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
4 - OPTIONAL TOOLS
We may provide you with access to third-party tools (as PayPal, Google Pay, etc.) over which we neither monitor nor have any control nor input.
You acknowledge and agree that we provide access to such tools ”as is” and “as available” without any warranties, representations or conditions of any kind and without any endorsement. We shall have no liability whatsoever arising from or relating to your use of third-party tools.
Any use by you of third-party tools offered through the website is entirely at your own risk and discretion and you should ensure that you are familiar with and approve of the terms on which tools are provided by the relevant third-party provider(s).
We may also, in the future, offer new services and/or features through the website (including, the release of new tools and resources). Such new features and/or services shall also be subject to these T&C.
5- INTELECTUAL PROPERTY
5.1 Copyrights
We are the owner of all intellectual property rights in our site, and in the material published on it. Therefore, any representation, reproduction, modification, distortion and/or exploitation of the website and/or its content, in whole or in part, by any process whatsoever and on any medium whatsoever, without the prior written authorisation of T&L Sugars Ltd, is prohibited and constitutes an infringement of copyright. Likewise, any unauthorised use of the website content shall give rise to criminal and civil liability on the basis of copyright infringement.
5.2 Distinctive signs
The trademarks, logos, corporate names, acronyms, commercial names, signs and/or domain names of Whitworths Sugar, T&L Sugars Limited and/or its commercial partners mentioned in the content constitute distinctive signs that cannot be used without the prior written authorisation of their owner. Any partial or total representation and/or reproduction and/or exploitation of these distinctive signs is prohibited and constitutes trademark infringement, usurpation of a corporate name, trade name and domain name incurring the tort liability of the perpetrator.
5.3 Third party links
Certain content, products and services available via our website may include materials from third-parties.
Third-party links on this website may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third parties.
We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third party.
6 - USER CONTRIBUTIONS, FEEDBACK AND OTHER SUBMISSIONS
Any material which you contribute to us, whether online, by email, by postal mail, or otherwise, (“Contribution”) must comply with the law applicable in England and Wales and in any country from which it is posted. A Contribution must not contain libellous or otherwise unlawful, abusive or obscene material, or contain any computer virus or other malware that could in any way affect the operation of the service or any related website. Contributions must not be defamatory, offensive, hateful, promote discrimination, infringe any other person’s rights (including copyright) or contain any advertising or promote any services or web links to other sites. If your Contribution includes a photograph of another person, please make sure you have that person’s permission before you upload the Contribution to our site.
When you upload any Contribution to our site, you grant us the irrevocable right to use it on the site and in any other media for any purpose. You agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate and otherwise use in any medium any contribution that you forward to us. We are and shall be under no obligation (1) to maintain any contribution in confidence; (2) to pay compensation for any contribution; or (3) to respond to any contribution.
We may, but have no obligation to, monitor, edit or remove content that we determine in our sole discretion are objectionable or violates any party’s intellectual property or these T&C.
You may not use a false e‑mail address, pretend to be someone other than yourself, or otherwise mislead us or third parties as to the origin of any contributions. You are solely responsible for any contributions you make and their accuracy. We take no responsibility and assume no liability for any contributions posted by you or any third party.
7 - PERSONAL INFORMATION
Your submission of personal information through the website is governed by our Privacy Policy. To view our Privacy Policy.
8- ERRORS, INACCURACIES AND OMISSIONS
Occasionally there may be information on our website that contains typographical errors, inaccuracies or omissions that may relate to product descriptions. We reserve the right to correct any errors, inaccuracies or omissions at any time without prior notice.
9 - PROHIBITED USES
In addition to other prohibitions as set forth in the T&C, you are prohibited from using the website or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the service or any related website for violating any of the prohibited uses.
10 - DISCLAIMER OF WARRANTIES; LIMITATION OF LIABILITY
We do not guarantee, represent or warrant that your use of our website will be uninterrupted, timely, secure or error-free.
We do not warrant that the results that may be obtained from the use of the website will be accurate or reliable. You expressly agree that your use of, or inability to use, the service is at your sole risk.
You agree that from time to time we may remove the service for indefinite periods of time or cancel the service at any time, without notice to you.
The service and all products delivered to you through the website are legally compliant with the Governing Law. However, no further guarantees, representations, warranties or conditions of any kind, either express or implied are provided.
We do not in any way exclude or limit our liability in these T&Cs for: (i) death or personal injury caused by our negligence; (ii) fraud or fraudulent misrepresentation.
Subject to the clause above, our total liability to you in respect of all losses arising under or in connection with the service and all products, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall in no circumstances exceed the price paid for the Products. Where you have used and accessed the site without purchasing any Products, we have no liability to you other than as set out in the clause above.
SECTION 11 - GOVERNING LAW
Please note that these T&Cs are governed by English law.
This means a Contract for the purchase of Products through our site and any dispute or claim arising out of or in connection with it will be governed by English law.
You and we both agree that the courts of England and Wales will have non-exclusive jurisdiction.
12 - CHANGES
We may update this Privacy Policy from time to time in order to reflect, for example, changes to our practices or for other operational, legal, or regulatory reasons.
We may transfer our rights and obligations under a Contract or these Terms to another organisation, but this will not affect your rights or our obligations under these Terms.
13 – CONTACT
Any questions about the T&C should be sent to us at orders@sugarandsyrup.com.
For more information, if you have questions, or if you would like to make a complaint, please contact us by e-mail at info@sugarandsyrup.com or by mail using the details provided below:
Consumer Services, Ripley Drive, Normanton, WF6 1RY, United Kingdom.
T&L Sugars Ltd registered in England and Wales Company under company number 07318607 address Thames Refinery, Factory Road, London, England, E16 2EW .
Updated March 2025