Terms & Conditions
Last updated: 7 August 2026
Welcome to The Troy Pantry. These Terms & Conditions explain the terms that apply when you purchase products from our website.
By placing an order with us, you agree to these Terms & Conditions.
1. About Us
The Troy Pantry is an online business selling handmade crafts, gifts and artisan products.
We are a sole trader business based in the United Kingdom.
Business name: The Troy Pantry
**Email: **sales@thetroypantry.co.uk
If you have any questions about an order, our products or these Terms & Conditions, please contact us using the details above.
2. Our Products
We take care to ensure that product descriptions, photographs and prices on our website are as accurate as possible.
Many of our products are handmade or artisan-made. Because of this, individual items may have slight variations in colour, pattern, texture, shape or finish. These differences are a natural part of handmade products and make each item unique.
Colours shown on your screen may also vary slightly from the actual product depending on your device and screen settings.
Where appropriate, product dimensions, materials and care instructions will be provided on the individual product page.
3. Product Availability
All orders are subject to availability.
If an item becomes unavailable after you have placed an order, we will contact you as soon as possible and offer you a suitable alternative or a full refund.
4. Prices
All prices displayed on our website are in pounds sterling (£).
We reserve the right to change our prices at any time. Any price change will not affect an order that we have already accepted.
Delivery charges will be shown before you complete your purchase.
5. Placing an Order
When you place an order through our website, you are making an offer to purchase the products selected.
After placing your order, you will receive an order confirmation by email. This confirms that we have received your order but does not necessarily mean that the order has been accepted.
We will accept your order when we confirm that the products are available and arrange for them to be dispatched.
We reserve the right to cancel an order where, for example, a product is unavailable, there has been an obvious pricing error or we are unable to fulfil the order.
If we cancel an order after payment has been taken, you will receive a full refund.
6. Payment
Payment must be made using the payment methods available at checkout.
Your payment must be successfully authorised before your order can be processed.
We do not store your full payment card details.
7. Delivery
We aim to dispatch orders as quickly as reasonably possible.
Our standard delivery service is Royal Mail Tracked 2–3 days, unless otherwise stated on the product or checkout page.
Delivery times are estimates and may occasionally be affected by circumstances outside our control, including postal delays, adverse weather or other disruptions.
Once your order has been dispatched, we will provide tracking information where available.
Please ensure that the delivery address provided at checkout is correct. We cannot be responsible for delays or additional costs caused by an incorrect or incomplete delivery address.
8. Returns and Your Cancellation Rights
If you are a UK consumer, you generally have the right to cancel an online purchase within 14 days of receiving your order, without giving a reason.
You then have a further 14 days to return the goods to us.
Returned goods should be unused and in their original condition and packaging where reasonably possible.
See our Returns Policy under Contact Tab for further details.
You are responsible for the cost of returning an item unless the item is faulty, damaged or incorrect.
Once returned goods have been received and checked, we will process any refund due within the applicable legal timeframe.
Some products may be excluded from cancellation rights where permitted by law, including personalised or bespoke items made specifically to your requirements.
Nothing in these Terms & Conditions affects your statutory rights.
9. Faulty, Damaged or Incorrect Items
We take care when preparing and packaging every order.
If your item arrives damaged, faulty or is not the item you ordered, please contact us as soon as possible with details of the problem. Photographs may be requested to help us understand what has happened.
Where an item is faulty, damaged or incorrect, we will work with you to provide an appropriate remedy in accordance with your legal rights.
10. Refunds
Where you are entitled to a refund, we will normally refund the payment method used for the original purchase.
Refunds will be made in accordance with applicable UK consumer law.
If an item is returned because you have changed your mind, the original standard delivery charge may be refundable where required by law. Any additional delivery cost you chose to pay for an upgraded delivery service may not be refundable.
11. Handmade and Artisan Products
Many of our products are handmade by skilled artisans.
Small variations between individual products are not necessarily defects. Differences in colour, pattern, texture and finish can occur as a natural result of the handmade production process.
These characteristics are part of what makes handmade products special and unique.
12. Intellectual Property
All content on The Troy Pantry website, including photographs, logos, product descriptions, graphics, text and branding, belongs to or is used by The Troy Pantry with permission.
You may not reproduce, copy, modify or use our content for commercial purposes without our written permission.
13. Website Information
We make reasonable efforts to ensure that the information on our website is accurate and up to date.
However, we cannot guarantee that the website will always be available or completely free from errors.
We reserve the right to update, change or remove website content and products without notice.
14. Limitation of Liability
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful to do so.
We are not responsible for losses that are not reasonably foreseeable or for circumstances outside our reasonable control.
Nothing in these Terms & Conditions affects your statutory consumer rights.
15. Events Outside Our Control
We will not be responsible for delays or failure to fulfil an order caused by circumstances outside our reasonable control.
This may include postal disruptions, severe weather, natural disasters, strikes, government restrictions, transport disruption or other events beyond our reasonable control.
16. Privacy
We collect and use personal information in accordance with our Privacy Policy.
Please see our Privacy Policy for information about how we collect, use and protect your personal information.
17. Changes to These Terms
We may update these Terms & Conditions from time to time.
The version that applies to your order will be the version displayed on our website at the time you place your order.
18. Governing Law
These Terms & Conditions are governed by the laws of England and Wales.
If you are a consumer, you will also retain any mandatory rights and protections provided by the laws applicable to you.
19. Contact Us
If you have any questions, concerns or complaints about an order or these Terms & Conditions, please contact:
The Troy Pantry
Email: sales@thetroypantry.co.uk\