Terms and Conditions | Borough Broth

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Terms and Conditions

This page tells you information about Borough Broth Company and the legal terms and conditions on which we sell any of the products listed on our website through use of the online checkout.

Please read these Terms carefully before ordering any products from our site.

You should print a copy of these Terms or save them to your computer for future reference.

We may amend these Terms from time to time. Every time you wish to order Products, please check these Terms to ensure you understand the terms which will apply at that time.


As a customer, you have legal rights in relation to Products that are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.


Our website is set-up to guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us.  Please take the time to read and check your order at each page of the order process.

When you confirm and pay for your order, you offer to buy the Products at the prices indicated including any delivery charges that apply to your purchase.

After placing an order, you will receive an email 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 as described in the paragraph below.

We will confirm our acceptance to you by sending you an email that confirms that the Products have been dispatched (Dispatch Confirmation). The Contract between us will only be formed when we send you the Dispatch Confirmation.

If we are unable to supply you with a Product, for example because that Product is not actually in stock or no longer available or because of an error in the price on our site, we will inform you of this by e-mail or telephone and either seek to agree a substitute Product (amending the price payable only if relevant to the substitute Product) and make changes to the order accordingly upon agreement or cease to process your order. If you have already paid for the Products and we cease to process the order, we will refund you the full amount as soon as possible and this shall be our full liability in this regard.


The price of the Products and our delivery charges will be as quoted on the site at the time you submit your order and will be advised during the check-out process before you confirm 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 into the system.

Product prices and delivery charges are liable to change at any time, but changes will not affect orders already placed.

Payment can be made using Master Card, Visa, Switch, Delta, Maestro and PayPal. Payment for the Products is in advance.

We’ve gone paperless and will not include paper invoices in your parcel. When we complete your order, you will receive an order confirmation dispatch email which includes your invoice as an attachment.


If you have provided a phone number and/or email address, you will receive a text or email from DPD with your one-hour delivery window. Tracking information will also be provided on your confirmation email.

Please ensure you are home on the day to receive the delivery. If you have any special delivery instructions, please ensure they are added at checkout or contact us as, sadly, we cannot be held accountable for undelivered goods if nobody is home.

Once your order has been placed and dispatched, it is extremely hard for us to recall it or delay delivery, due to the nature of our broths being delivered chilled. There must be somebody in to accept delivery on the chosen delivery date and, if not, then the broths are left in a safe space by our courier as they cannot be taken away and re-delivered at a later date.

We highly recommend that you check the delivery schedule before ordering, so you can make a plan for delivery. You will also receive a text message on the day of delivery with an hour window.​

During check-out, please double-check your address and delivery details and ensure that you fill in the delivery instructions at check-out with a safe spot we can leave your package. If you have provided your contact details to us when ordering, you will also receive a text and email from our courier where you will be given the option to select a safe space. If not, the broths will be left in a space of the courier’s choosing. By placing an order with us, you are confirming that you are happy for the courier to leave the delivery parcel in a safe space. 

You may also be able to watch the progress of your delivery driver on a real-time map. If your plans change and you’re not able to sign for your order, on some occasions, DPD offer a range of ‘in flight’ options such as: deliver to neighbour, have the parcel delivered to a safe place, collect your parcel from a local pick up shop. Please note, that your broths will be delivered chilled. You can cook them straight from the box, you can pop them in the fridge as soon as they arrive or, alternatively, you can freeze them at home and enjoy them at a later date.  Please always check the use by date.


Unfortunately, as our products are food, we are not able to accept returns. However, if you are unhappy with your product for any reason please contact our customer service and we’ll be happy to help with your query.


In the circumstance that we are unable to fulfil your order due to stock availability, we will call and email you to advise on the next best delivery day, or suggest a substitute. Borough Broth Company also cannot be held liable for failure to deliver due to circumstances beyond our control.

Borough Broth Company does not offer an International Delivery Service for online orders.

Our products are sent packed in insulated boxes with ice packs.

Delivery will be completed when we deliver the Products to the address you gave us. We do not deliver to third party courier companies.

The Products will be your responsibility from the completion of delivery.


Every effort is made to ensure that all the information provided on the Borough Broth Company website is correct at the time of publishing but we make no warranties or representations as to its accuracy.

The images of the Products on our site are illustrative only. Your Products may vary slightly from those images. Sometimes our images use props, in these cases, the product description or list clearly defines what is being advertised for purchase.


If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time of sale.

We only supply the Products for domestic and private use. You agree not to use the product for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

We do not in any way exclude or limit our liability for:

(a)       death or personal injury caused by our negligence;

(b)       fraud or fraudulent misrepresentation;

(c)      any breach of the statutory rights laid down by the Consumer Rights Act 2015; and

(e)       defective products under the Consumer Protection Act 1987.


We will not be liable or responsible for any failure to perform or delay in performance of, any of our obligations that are caused by an Event Outside Our Control.

An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disasters, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

If an Event Outside Our Control takes place that affects the performance of our obligations:

(a)       we will contact you as soon as reasonably possible to notify you; and

(b)       our obligations will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Products to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.

You may cancel an order affected by an Event Outside Our Control. To cancel please contact us.


When we refer, in these Terms, to “in writing”, this will include e-mail.

Other than for methods of communication as are expressly referred to in these Terms, if you wish to contact us in writing for any other reason, you can send this to us by email at hello@boroughbroth.co.uk

You can always contact us using our Customer Services telephone line of 0800 7723226

If we have to contact you or give you notice in writing, we will do so by e-mail or by phone on the number provided in your order details.