Terms of service

The website and online shop are operated by Meliza’s Limited, a private limited company registered in England and Wales under company number 15060883. You can contact us about an order, return, complaint or these Terms at info@melizas.com. 

  Using our website

You must:

• Use the website only for lawful purposes.

• Provide accurate contact, billing and delivery information.

• Be authorised to use the payment method provided.

• Do not interfere with the website, introduce harmful software or attempt unauthorized access.

• Not copy, scrape or misuse our website or content.

Our food products are not age-restricted. If you are under 18, you should only place an order where:

• The purchase is appropriate for someone of your age.

• You are authorised to use the selected payment method.

• You have the involvement or permission of a parent or guardian where necessary.

We may refuse or cancel an order if we reasonably believe it or the payment method has been used without proper authority.

 Our products

We take reasonable care to present our products accurately.

Please note:

• Product photographs are for illustration.

• Natural differences in colour, texture and appearance may occur.

• Packaging may change without affecting the product inside.

• Products are subject to availability.

• We will not make a material substitution without your agreement.

• Recipes, cooking instructions and serving suggestions are general guidance.

If a product becomes unavailable after you order, we may:

• Offer a suitable alternative for your approval; or

• Cancel the affected product and issue a refund.

 Ingredients allergens and dietary information

Our current plantain pasta contains durum wheat and therefore contains wheat and gluten.

Before purchasing or consuming a product:

• Read the ingredients and allergen information on the product page.

• Check the packaging supplied with your order.

• Do not rely only on previous packaging or product information.

• Contact us before ordering if you have a severe allergy or are unsure whether a product is suitable for you.

Claims such as vegan, plant-based, egg-free or dairy-free apply only where they appear on the relevant product page and packaging.

If the website and packaging appear inconsistent, do not consume the product. Contact us at info@melizas.com.

 Placing an Order 

When you submit an order, you are offering to purchase the selected products.

• An order acknowledgement confirms that we received your order.

• It does not necessarily mean that we have accepted it.

• A binding contract is formed when we send your dispatch confirmation, unless we expressly accept the order earlier.

We may refuse or cancel an order before dispatch if:

• A product is unavailable.

• Payment is not authorised.

• The price or product information contains an obvious error.

• We reasonably suspect fraud, misuse or an unlawful transaction.

• The delivery address is outside the area we serve.

• We cannot lawfully fulfil the order.

If we cancel an order after taking payment, we will refund the affected amount.

Prices delivery charges and VAT

• Prices are shown in pounds sterling.

• The displayed product price is the price payable for the product.

• Delivery charges are added separately unless we state otherwise.

• The final amount will be shown before you submit your order.

• We do not currently add VAT at checkout.

• Delivery rates and free-delivery thresholds may change, but this will not affect an order already accepted.

If a displayed price is clearly incorrect and the mistake could reasonably have been recognised, we may cancel the order and refund any amount paid.

Payment

• Available payment methods are displayed at checkout.

• Payments are processed through Shopify and the payment providers available through our store.

• You must be authorised to use the selected payment method.

• We may wait for payment authorisation before accepting or dispatching an order.

• Your bank or payment provider may apply its own checks, charges and terms.

Meliza’s does not receive or store complete card details where payment information is handled directly by the payment provider

Discount codes and promotions

Each discount or promotion may have its own conditions, including:

• An expiry date.

• Eligible products.

• Minimum order value.

• Customer eligibility.

• Usage limits.

• Whether it can be combined with another offer.

Unless stated otherwise:

• A discount code may be used once by each eligible customer.

• It has no cash value.

• It cannot be applied after an order has been completed.

• Expired, copied, improperly obtained or misused codes may be refused.

• Promotions may be changed or withdrawn before an order is accepted.

UK Delivery

We currently deliver to UK addresses only.

• Standard UK delivery normally takes two to five working days after dispatch.

• Working days exclude weekends and UK bank holidays.

• Delivery charges and available options will be displayed before you complete your order.

• Delivery times are estimates unless we expressly guarantee a particular date.

• If your order is materially delayed, we will contact you with an update.

• If we cannot deliver your order, we will offer an appropriate redelivery, replacement or refund where required.

• You are responsible for providing a complete and accurate delivery address.

• Additional charges may apply if delivery fails because the address was incorrect, access was unavailable or the parcel was not collected.

Responsibility for the products passes to you when they are delivered to you or to someone you have authorised to receive them.

Orders requested outside the United Kingdom

We do not currently offer international delivery through our website checkout.

If you would like to enquire about an order outside the UK:

• Email info@melizas.com before ordering.

• Do not place a UK order using an unsupported international address.

• Please understand that an enquiry does not guarantee that we can deliver to your country.

Any international order we agree separately may involve:

• Additional delivery charges.

• Customs procedures.

• Import duties or local taxes.

• Product or import restrictions.

• Separate written terms.

 Changing or cancelling an order before dispatch

Email info@melizas.com as soon as possible if you need to change or cancel an order.

• We will try to help.

• Changes cannot be guaranteed once fulfilment has started.

• An order may not be changed or stopped after dispatch.

• If it has been dispatched, the cancellation and returns rules below will apply.

Cancellations and Returns 

Because we sell food products, we cannot accept change-of-mind returns for packages that have been opened, unsealed, tampered with or handled in a way that makes them unsuitable for resale.

Where your statutory cancellation right applies:

• You must contact info@melizas.com within 14 days after receiving your order.

• The products must remain unopened, sealed and suitable for resale.

• You must return them within 14 days after telling us that you wish to cancel.

• Contact us before returning anything so that we can provide the correct returns address and instructions.

• You are responsible for the direct return cost of an eligible change-of-mind return.

These restrictions do not affect your rights if a product is faulty, damaged, unsafe, incorrectly supplied or not as described.

 Damaged, Faulty or Incorrect Products 

Contact info@melizas.com promptly if a product:

• Arrives damaged.

• Appears unsafe or contaminated.

• Is faulty.

• Is different from what you ordered.

• Does not match its description.

Please provide:

• Your name and order number.

• A description of the problem.

• Clear photographs where reasonably possible.

Do not consume a product that appears unsafe, contaminated or materially damaged. Keep the product and packaging until we tell you what to do, unless retaining it would be unsafe.

Depending on the circumstances and your legal rights, we may provide:

• A replacement.

• A refund.

• Another remedy required by law.

 Refunds

We do not offer discretionary refunds for opened, unsealed or tampered food products because a customer has changed their mind.

Refunds will be provided where required by law, including where:

• An eligible unopened order has been cancelled correctly.

• A product is faulty, damaged, unsafe, incorrectly supplied or not as described.

• We cancel an order after taking payment.

• We are unable to supply or deliver the order.

Where a refund is approved:

• It will normally be returned to the original payment method.

• We will process it within the applicable legal timeframe.

• Standard delivery charges will be refunded where required by law.

• Additional charges for an upgraded delivery service may not be refundable.

• Your bank or payment provider may take additional time to display the refund.

 Reviews, Recipes, Photographs and Videos 

Reviews must represent your genuine experience.

You must not submit content that is:

• False or misleading.

• Abusive, discriminatory or defamatory.

• Unlawful or harmful.

• Copied without permission.

• Infringing another person’s rights.

You continue to own the original content you create.

We will not treat a private customer-service message as automatic permission to use your content for marketing.

If you submit content for publication and clearly give us permission, you allow Meliza’s to:

• Reproduce it.

• Resize or format it.

• Make reasonable edits for length or presentation.

• Publish it on the agreed channels.

• Share it as part of Meliza’s brand communications.

You confirm that you own the content or have permission to share it.

Where practical, we will follow the agreed credit or tagging preference. You may ask us to stop future use by emailing info@melizas.com.

Any review reward or incentive will not depend on the review being positive.

Our Brand and Website Content 

The Meliza’s name, trademarks, logos, product names, photographs, recipes, written content, graphics and website design are owned by or licensed to Meliza’s Limited.

You may use the website for personal shopping and information.

You must not reproduce, modify, distribute, sell or commercially use our content without written permission, unless the law allows it.

 Privacy, Cookies and Food Information 

Please read the following important information:

• Privacy Policy

• Cookie Policy

• Food and Allergen Information

These pages explain how we use personal information, how our website uses cookies and the important ingredients, allergen and dietary information customers should review before ordering.

 Our Responsibility to You 

We are responsible for losses that are a foreseeable result of:

• Our breach of these Terms; or

• Our failure to use reasonable care and skill.

We are not responsible for losses that were not reasonably foreseeable or were not caused by something Meliza’s did or failed to do.

Nothing in these Terms limits or excludes any responsibility that cannot legally be limited or excluded, including responsibility for:

• Death or personal injury caused by our negligence.

• Fraud or fraudulent misrepresentation.

• Unsafe or defective products where liability cannot legally be excluded.

• Breach of your statutory consumer rights.

 Events Outside Our Control 

We are not responsible for delays or failures caused by events outside our reasonable control, including:

• Severe weather.

• Transport disruption.

• Industrial action.

• Essential system failures.

• Supply interruptions.

• Civil emergencies.

• Government action.

We will take reasonable steps to reduce the impact, keep affected customers informed and provide any remedy required by law.

 Changes to These Terms

We may update these Terms when our:

• Products change.

• Website changes.

• Business practices change.

• Legal obligations change.

The version available when you submit your order will normally apply to that order. A later change will not retrospectively alter an accepted order unless required by law.

 General Legal Information

• If one part of these Terms is found to be unlawful or unenforceable, the remaining sections will continue to apply.

• A delay in enforcing a right does not mean that the right has been waived.

• These Terms are between you and Meliza’s Limited.

• No other person may enforce them unless the law provides otherwise.

 Governing Law

These Terms are governed by the laws of England and Wales.

If you live in Scotland or Northern Ireland:

• You retain any mandatory consumer protection available where you live.

• You may use the courts available to you under applicable law.

 Contact Us

For questions about orders, complaints or these Terms, contact:
Email: info@melizas.com