Terms of service
1. Overview
This website and online store are operated by DNV21 LTD, trading as DNV21. Throughout these Terms, “DNV21 LTD”, “DNV21”, “we”, “us” and “our” refer to DNV21 LTD.
Our online store is powered by Shopify.
By accessing our website, creating an account or placing an order, you agree to these Terms together with our Privacy Policy, Shipping Policy, Return and Refund Policy and any other applicable policies displayed on our website.
Nothing in these Terms excludes, limits or restricts any statutory right or remedy that cannot lawfully be excluded or restricted under applicable UK law.
2. Customer Information and Accounts
You must be legally capable of entering into a contract to place an order.
You must provide accurate, current and complete information when ordering, including your name, contact information, payment information and delivery address.
You are responsible for checking the information supplied before submitting an order.
If you create an account, you are responsible for keeping your login credentials secure and for activity conducted through your account.
3. Products and Product Information
We take reasonable care to ensure that product descriptions, photographs, quantities, pack sizes and other product information are accurate.
Manufacturers or suppliers may occasionally change packaging, artwork, recipes, formulations, ingredients or specifications.
Where legally permitted and where the product itself has not materially changed, packaging received may therefore differ from images displayed on our website.
Colours and appearance may also vary depending on your device and display settings.
If we become aware of a material error or discrepancy, we will take appropriate steps to correct it and, where relevant, deal with any affected order in accordance with applicable law.
Product availability is subject to stock.
Nothing in this section reduces our obligation to supply goods that comply with the contract and applicable consumer law.
4. Food, Drink, Ingredients and Allergen Information
DNV21 LTD sells prepacked food and drink products alongside other consumer goods.
We aim to provide the mandatory food information required for products sold online, including applicable ingredient and allergen information, before the purchase is completed and as required at delivery.
Product information is based on information supplied by manufacturers or suppliers and/or displayed on product packaging. Manufacturers may occasionally change recipes, ingredients, formulations, nutritional information, packaging or labelling.
Customers with allergies, intolerances, dietary requirements or other specific concerns should carefully review the ingredient and allergen information provided before purchasing and check the physical product label again before consumption.
Where there is uncertainty, or where confirmation of current ingredient or allergen information is required, please contact DNV21 LTD before purchasing.
We take reasonable care to keep food information accurate and current. If we become aware of a material change or error, we will take appropriate steps to correct it.
Products should be stored, handled, prepared and consumed in accordance with applicable instructions and warnings displayed on the product packaging.
Nothing in these Terms excludes or limits any responsibility DNV21 LTD has under applicable food safety, food information, product safety or consumer protection law.
For distance sales, mandatory food information generally needs to be available before purchase (with limited exceptions such as durability/freezing dates), and allergen information must be available before purchase and at delivery.
5. Orders and Contract Formation
Submitting an order constitutes an offer to purchase.
An automated acknowledgement that we have received your order does not necessarily constitute acceptance.
We may decline or cancel an order where reasonably necessary, including where:
- a product is unavailable;
- there is an obvious pricing or listing error;
- payment cannot be authorised;
- we reasonably suspect fraud, abuse or misuse;
- delivery cannot reasonably be completed to the address supplied; or
- we cannot lawfully or reasonably fulfil the order.
If we cancel an order after payment has been taken, the relevant amount will be refunded to the original payment method.
Once an order enters processing or dispatch, we may be unable to accommodate an ordinary cancellation request. This does not affect any statutory cancellation rights that apply.
6. Prices, VAT and Payment
Consumer prices displayed on our UK store are in Pounds Sterling (GBP) and include applicable VAT where required, unless clearly stated otherwise.
DNV21 LTD is VAT registered.
Payment must be made using a payment method available at checkout, and you must be authorised to use that payment method.
Prices, promotions and offers may change.
Where a genuine material pricing or listing error affects an order, we may contact you and, where appropriate, offer corrected terms or cancellation and refund.
7. Shipping and Delivery
DNV21 LTD currently delivers within the United Kingdom only.
Our usual estimated delivery times are:
- Express Delivery: typically 1–2 business days
- Standard Delivery: typically 3–5 business days
Delivery times are estimates unless a particular delivery date has expressly been agreed.
Delivery may occasionally be affected by courier delays, adverse weather, bank holidays, peak periods, operational disruption or other circumstances outside our reasonable control.
Where tracking is available, tracking information may be supplied after dispatch.
Risk in goods remains with DNV21 LTD until physical possession passes to the consumer or a person identified by the consumer to take possession, except where applicable law provides otherwise. This reflects section 29 of the Consumer Rights Act 2015.
Please see our Shipping Policy for further information.
8. Delivery Address, Safe Place and Delivery Evidence
Customers are responsible for providing a complete and accurate delivery address.
If you notice an address error after ordering, contact us as soon as possible. We will try to assist but cannot guarantee that an address can be changed once processing or dispatch has begun.
Where available through the carrier, customers may select or provide delivery instructions, a safe place, neighbour or other delivery preference.
If a delivery issue or non-receipt claim is reported, we may review relevant information including:
- carrier tracking;
- proof of delivery;
- delivery photographs;
- GPS/location information;
- parcel scans;
- safe-place or neighbour information;
- delivery instructions; and
- information supplied by the customer.
Each claim may be reviewed individually before the appropriate next step is determined.
A tracking status or claim submission does not by itself determine the outcome. Nothing in this review process restricts statutory consumer rights.
9. Returns, Refunds and Cancellation
Returns, refunds and cancellations are governed by our Return and Refund Policy and applicable UK consumer law.
We do not offer additional voluntary change-of-mind rights beyond those expressly stated by DNV21 LTD or required by law.
Where a statutory right to cancel an online purchase applies, we will honour it.
For applicable online goods purchases, consumers generally have 14 days after receiving the goods to tell the trader they wish to cancel and then another 14 days to return them. Statutory exceptions may apply to certain goods.
For order-related claims, we may reasonably request information needed to investigate, including:
- order number;
- photographs;
- product and packaging;
- shipping label;
- quantity affected;
- tracking information; and
- other relevant supporting information.
Submitting a request does not automatically mean that a refund, replacement or return has been approved. Each request may be reviewed against the available information and applicable legal requirements.
However, reasonable evidence requests and our internal review process do not remove or delay rights that a consumer is legally entitled to exercise.
Nothing in this section excludes or restricts statutory consumer rights.
10. Damaged, Faulty, Incorrect or Missing Items
If you believe an item is damaged, faulty, incorrect or missing, please contact us as soon as reasonably possible.
Where reasonably necessary to investigate, we may ask you to retain the product, outer packaging and shipping label and provide relevant photographs or information.
We may consider:
- order and packing records;
- quantities;
- parcel weights;
- photographs;
- tracking records;
- proof of delivery;
- carrier information; and
- information supplied by the customer.
Claims are reviewed individually.
Where a remedy is legally due, DNV21 LTD will provide the appropriate remedy in accordance with applicable consumer law.
11. Product Availability and Quantity Limits
All products are subject to availability.
We may reasonably limit quantities available to a customer, household or order where necessary to manage stock, prevent fraud or misuse, comply with legal requirements or protect product availability.
Products may be discontinued at any time.
12. Intellectual Property
Unless otherwise stated, original content owned by DNV21 LTD, including our original branding, text, graphics and website materials, is protected by applicable intellectual property law.
Third-party brand names, trademarks, logos, product images and other intellectual property remain the property of their respective owners.
The resale of genuine branded products by DNV21 LTD does not imply ownership of, sponsorship by or affiliation with the relevant brand owner unless expressly stated.
You must not reproduce or commercially exploit our original content without permission except where permitted by law.
13. Third-Party Services and Links
Our website may use or link to third-party services including payment providers, couriers and technology providers.
Third-party services may be governed by their own terms and privacy policies.
We are not responsible for independent third-party website content merely because our website links to it.
Nothing in this section excludes responsibility that cannot lawfully be excluded.
14. Relationship with Shopify
DNV21 LTD's online store is powered by Shopify.
Sales and purchases made through this store are transactions between the customer and DNV21 LTD.
Shopify is not the seller of products purchased from DNV21 LTD.
Shopify and other service providers may process information as necessary to provide their services in accordance with applicable terms, privacy policies and data protection requirements.
15. Privacy and Personal Information
Personal information collected through our website is handled in accordance with our Privacy Policy and applicable data protection law.
Certain information may be processed by Shopify, payment providers, delivery providers and other service providers necessary to operate the store, process payments, fulfil orders, prevent fraud and provide customer service.
Please review our published Privacy Policy.
16. Reviews, Feedback and User Content
If you submit a review, feedback or other content, you confirm that you have the right to submit it and that it does not contain unlawful, fraudulent, abusive or deliberately misleading material or infringe another person's rights.
We may moderate or remove content where reasonably necessary.
Where legally permitted, you grant us permission to use submitted reviews or feedback for operating, improving and promoting our business.
17. Errors, Inaccuracies and Omissions
Despite reasonable care, our website may occasionally contain genuine errors or omissions relating to product descriptions, pricing, availability, promotions or delivery information.
We may correct genuine errors and update information.
Where a material error affects an order already placed, we will deal with the matter fairly and in accordance with applicable law.
18. Prohibited Uses
You must not use our website or services:
- for unlawful or fraudulent purposes;
- to infringe legal or intellectual property rights;
- to transmit malicious software;
- to interfere with website security or operation;
- to impersonate another person;
- to knowingly provide false or misleading information;
- to engage in abusive, threatening or unlawful conduct;
- to conduct unauthorised scraping or automated extraction that interferes with our services; or
- to circumvent security, fraud-prevention or access-control measures.
We may restrict or suspend access where reasonably necessary to protect customers, DNV21 LTD, Shopify or the integrity of our services.
19. Website Availability
We aim to keep our website available and operating correctly but uninterrupted availability cannot be guaranteed.
The website may occasionally be unavailable because of maintenance, technical issues, security matters or circumstances outside our reasonable control.
Nothing in this section limits rights or remedies that cannot legally be excluded.
20. Consumer Rights and Liability
Nothing in these Terms excludes or limits liability where doing so would be unlawful.
Nothing is intended to exclude or restrict:
- statutory rights relating to goods;
- liability for death or personal injury caused by negligence where it cannot lawfully be excluded;
- liability for fraud or fraudulent misrepresentation; or
- any other liability or consumer remedy that cannot lawfully be excluded or restricted.
Where you are acting as a consumer, these Terms are subject to applicable UK consumer protection law.
To the extent permitted by law, DNV21 LTD is not responsible for losses that were not reasonably foreseeable when the contract was formed or that arise from circumstances outside our reasonable control.
21. Business Customers
Where products are purchased wholly or mainly for business purposes rather than as a consumer, different legal rights and remedies may apply.
Nothing in this section affects rights that cannot lawfully be excluded or restricted.
22. Termination and Suspension
We may suspend or terminate access to our website where reasonably necessary, including where these Terms are materially breached, fraud is reasonably suspected, security is threatened or our website is being misused.
Termination does not affect rights or obligations that arose beforehand.
23. Severability
If any provision is found to be unlawful, invalid or unenforceable, it will be treated as modified or removed to the minimum extent necessary.
The remaining provisions will continue in effect.
24. Entire Agreement and Waiver
These Terms, together with policies expressly incorporated into them, govern use of our online store and applicable purchases.
If we do not immediately enforce a right, that does not mean we have waived it.
Nothing in this section limits statutory rights.
25. Governing Law
These Terms are governed by the laws of England and Wales, subject to mandatory consumer protections applicable to you.
Consumers resident elsewhere in the United Kingdom may also have rights to bring proceedings in courts applicable to their place of residence where provided by law.
Nothing in these Terms deprives a consumer of mandatory legal protections.
26. Changes to These Terms
We may update these Terms to reflect changes to our business, services, website, policies or legal requirements.
The current version will be published on our website.
Changes will not retrospectively remove rights that have already arisen under an existing contract.
27. Contact Information
Legal business name: DNV21 LTD
Trading name: DNV21
Registered office: 77 Woodgate Drive, Birstall, Leicester, England, LE4 3HW
Email: dnv1519@gmail.com
Telephone: +44 7442 192373
Company Registration Number: 15751694
VAT Registration Number: GB 504 5495 94
Website: dnv21.co.uk