DNV21 LTD takes food safety, allergen information and accurate product information seriously. We sell a range of prepacked food and drink products alongside other consumer goods.
1. Food & Product Information
We take reasonable care to ensure that food and drink information displayed on our website is accurate, clear and not misleading.
Product information may be based on current information supplied by manufacturers or suppliers and information shown on the product packaging.
Manufacturers may occasionally update recipes, ingredients, nutritional information, allergen information, warnings, packaging, artwork or other product information.
Where we become aware of a material change or error affecting information displayed by DNV21 LTD, we will take appropriate steps to correct it.
Nothing in this page limits DNV21 LTD's obligations under applicable food information, food safety, product safety or consumer protection law.
2. Information Available Before Purchase
For food sold online, DNV21 LTD aims to make all mandatory food information required for distance selling available to customers before the purchase is completed, except information which the law permits to be provided at delivery, such as applicable durability or freezing date information.
Required food information will also be available as required when the product is delivered.
UK distance-selling rules require mandatory food information to be available free of charge before purchase, except durability/freezing dates, and at delivery.
3. Ingredients & Allergens
Where applicable, ingredient and allergen information will be made available before purchase.
For prepacked food, allergens used as ingredients must be identified appropriately within the ingredients information.
Customers with food allergies, intolerances or specific dietary requirements should carefully review the ingredient and allergen information available before purchasing and check the physical product packaging again before consuming the product.
If you require clarification about the current ingredient or allergen information for a particular product, please contact DNV21 LTD before purchasing or consuming the product.
If allergen information is unclear to you or you believe the product may not be suitable for your dietary requirements, do not consume the product until the information has been clarified.
Allergen information for distance sales must be available before purchase and when food is delivered.
4. Product Packaging & Manufacturer Changes
Manufacturers may occasionally change packaging design, artwork, colours, labels, recipes or product specifications.
Therefore, packaging received may sometimes differ from an image displayed on our website.
A packaging-only change does not necessarily mean that an incorrect product has been supplied where the underlying product remains the product ordered.
However, DNV21 LTD will not rely on a packaging-change statement to avoid responsibility where the product supplied materially differs from its description or otherwise fails to conform to the contract.
5. Physical Product Label
Customers should check the physical product packaging before consumption, including applicable:
- ingredients;
- allergen information;
- warnings;
- storage instructions;
- preparation or usage instructions;
- best-before or use-by information; and
- other relevant safety information.
Checking the physical label is an additional safety step and does not replace DNV21 LTD's obligation to provide mandatory information before an online purchase where required by law.
6. Storage & Handling
Food and drink products should be stored, handled, prepared and consumed in accordance with the manufacturer's instructions and warnings.
After delivery, customers should follow applicable temperature, storage, preparation and handling instructions displayed on the product.
Where deterioration or damage occurs after delivery because the product was stored or handled contrary to applicable instructions, this may be relevant when assessing a subsequent claim.
Nothing in this section excludes liability that cannot lawfully be excluded.
7. Best Before & Use-By Dates
Where applicable, products will carry relevant date information on their packaging.
A use-by date relates to food safety. Food must not be consumed after its use-by date.
A best-before date primarily relates to quality rather than safety.
DNV21 LTD will not sell food after its use-by date. GOV.UK guidance confirms that food past its use-by date must not be sold, while best-before dates concern quality.
Customers should always follow any storage conditions associated with the date marking.
8. Damaged, Leaking, Open or Compromised Food
If a food or drink product arrives:
- leaking;
- broken;
- visibly damaged;
- unexpectedly open or unsealed;
- contaminated;
- tampered with; or
- otherwise appearing unsafe,
DO NOT CONSUME OR USE THE PRODUCT.
Please contact DNV21 LTD as soon as reasonably possible and preferably within 48 hours of delivery so that we can investigate promptly.
Where safe and reasonably possible, retain:
- the affected product;
- remaining contents;
- outer packaging;
- inner packaging;
- shipping label;
- product label; and
- batch or lot information where visible.
We may reasonably request photographs and other relevant information necessary to investigate the issue.
Please do not dispose of an affected product or packaging while a claim is being reviewed unless retaining it would be unsafe or unreasonable.
The 48-hour reporting request helps us investigate delivery-related damage promptly. It does not remove or reduce statutory rights solely because a customer contacts us later.
9. Return / Inspection of Affected Products
Where reasonably necessary to investigate a food safety, damage or product-quality complaint, DNV21 LTD may request that the affected product is retained, returned, made available for collection or otherwise made available for reasonable inspection.
Customers should follow return or disposal instructions supplied by DNV21 LTD.
Where retaining or returning a product would be unsafe or unreasonable, please contact us before taking further action where practicable.
Any refund, replacement or other remedy will be determined following appropriate review and in accordance with our Return & Refund Policy and applicable law.
10. Food Safety Concerns
If you reasonably believe a product may be unsafe, contaminated or incorrectly labelled:
Do not consume it.
Contact DNV21 LTD promptly with your order number and relevant product information.
We may request information such as photographs, packaging details, batch/lot information, date information and details of the concern to enable us to investigate and, where appropriate, trace the product.
11. Product Withdrawals & Recalls
DNV21 LTD takes product safety withdrawals and recalls seriously.
Where we become aware that action concerning a product supplied by us is required, we will take appropriate steps in accordance with applicable food safety requirements.
This may include identifying affected stock, stopping sale where appropriate, investigating traceability information and communicating relevant safety or recall instructions.
Customers should follow safety or recall instructions provided by DNV21 LTD, the manufacturer, supplier or relevant authority.
Food businesses have responsibilities concerning traceability, withdrawals and recalls of unsafe food.
12. Multiple Items / Partial Damage
Where an order contains multiple food or drink units and only some units are damaged or otherwise affected, please tell us the exact quantity affected.
Where reasonably necessary, we may request supporting photographs or information showing the affected units.
The appropriate remedy will be assessed according to the actual circumstances and applicable consumer rights rather than automatically treating unaffected units as damaged.
13. Customer Safety Responsibilities
Customers should:
- read relevant product information before purchasing;
- check the physical label before consumption;
- follow storage and preparation instructions;
- observe allergen and safety warnings;
- not consume a product that appears unsafe or compromised; and
- contact us if important information requires clarification.
These customer safety steps do not transfer to the customer any legal responsibility that properly remains with DNV21 LTD or another responsible food business operator.
14. Refunds, Replacements & Claims
Food-related complaints and claims will be reviewed in accordance with our Return & Refund Policy and applicable law.
Submitting a complaint, photograph or refund request does not automatically determine that a full refund or replacement is due.
Where reasonably necessary, DNV21 LTD may review relevant evidence and request further information before determining the appropriate outcome.
This allows us to properly investigate genuine claims, including claims involving damaged quantities, packaging, delivery or product condition.
Nothing in this review process excludes, limits or restricts statutory consumer rights.
15. Contact DNV21 LTD
For questions about ingredients, allergens, food safety or product information, or to report a food safety concern, please contact:
DNV21 LTD
Trading as: DNV21
Email: dnv1519@gmail.com
Telephone: +44 7442 192373
Registered Office: 77 Woodgate Drive, Birstall, Leicester, England, LE4 3HW
For an existing order, please include your order number and relevant product details.