TERMS & CONDITIONS
1 - Online Accounts
1.1 - Prestigebuyonline.com is the B2B online platform for Prestige Food and Wine Ltd. Online accounts are only available to registered businesses.
1.2 - Accounts are subject to approval, which can take up to 2 working days. We do not cater to the private sector.
2- Placing orders
2.1 - If your delivery postcode is covered by our or own delivery fleet, you can place orders any time before 12 midnight the day before your next established delivery day.
2.2 - For all other UK postcodes, orders can be placed at any time. We aim to deliver within 48 hours, depending on location.
2.3 - To qualify for free delivery by our own fleet, order value must be equal to or greater than £100. In some cases the minimum order value will be higher; these exceptions are available to view here. The minimum order value required for free delivery will be listed in your account acceptance email.
2.4 - We aim to keep all products in stock. Our stock management system keeps track of stock levels and is updated in real time. In the event of an order being placed for an out of stock item, we will deliver a similar item in its place, rather than leave a customer without something they might need. If the product is not necessary we will make a full refund once the product has been returned, via your delivery driver, unopened, and at the earliest opportunity.
3 - Payments
3.1 - At the online checkout, please ensure you always complete the Payment Confirmation and all security steps in the payment gateway window. There are often additional security checks which can take a few seconds to appear on the screen. If the process is rushed and any of the security checks are missed, this will lead to an automatic cancellation of your order.
3.2 - Payment is only ‘captured’ by Prestige Food and Wine Ltd after an invoice is raised, regardless of when the order was placed. We do this to allow potential changes to your order caused stock issues or variable weight products such as cheese and charcuterie.
3.3 - In the eventuality that items are added to your order manually or your order has to be placed/processed manually (standing orders, issues with log-in, etc), payment will be taken automatically. In these instances we will capture funds using bank-encrypted payment details. (We do not store your credit/debit card information. Barclays payment gateway allows for new transactions using an ‘alias’ history to take payments). By having an online account, you are agreeing that payment will be captured at point of invoicing. If payment fails, your invoice becomes overdue. You will be contacted with payment options. Failure to keep your account up to date will lead to future manual orders being blocked, including standing orders.
3.4 - Refunds/credits. Where there is a need to compensate you for damaged items, missing items, or items not accepted by you, we will issue a refund back to the account used for the original order. This will take up to 3 working days from the day the relevant documents reach our accounts department. We do not issue credits to online accounts. REFUNDS WILL ONLY BE ISSUED WHEN THE GOODS IN QUESTION HAVE BEEN RETURNED TO US IN THE CONDITION IN WHICH THEY WERE RECEIVED.
4 - Deliveries
4.1 - Delivery days to your postcode are fixed. We will inform you as to which day(s) we deliver to you as part of the account approval process. Available delivery days can be selected at the checkout.
4.2 - Deliveries to zones outside our fleet delivery zone are fulfilled using a palletised service (Up to 1200kg). There is a fixed cost for this which varies according to location. You will be informed of this when you apply for an account.
4.3 - We start deliveries at 4am, and aim to reach you as early as possible. Wherever possible we encourage customers to grant us access to their premises outside business hours, so goods can be left in a safe place. You can arrange this by emailing [email protected]. In cases where this is not possible please inform us of relevant delivery instructions.
4.4 - Reporting problems with delivery
4.4.1 - Wherever possible, other than in situations where Prestige has been granted access to unstaffed premises, all deliveries must be checked and signed for by a member of the business staff. Any issues noted after a delivery has been made, must be reported to Prestige within 24 hours.
4.4.2 - In instances where Prestige has been granted access to unstaffed premises, the delivery must be checked by recipient staff as soon as possible. Any issues with the delivery must be reported on the same day or no later than 24hrs.
4.4.3 - In very rare instances where an item is deemed not fit for consumption (spoilt, damaged inside ‘intact’ package, not up to usual standard) Prestige must be informed, and whenever possible photographic evidence sent to Prestige WhatsApp. Items should be kept for collection.
5 - Terms and Conditions for Ordering ‘Portal’ users
5.1 - If you are using www.prestigbuyonline.com as an ordering portal, sections 2, and 4 both apply.
5.2 - Payment terms for those using the ordering portal remain as agreed. No payment is due at point of ordering. Failure to comply with your payment terms can lead to your account being blocked.
5.3 - Any returns processed will be compensated as a CREDIT to your account as per original terms agreement.
PRESTIGE POINTS REWARD SCHEME
Who can join the scheme?
Only customers who order and pay for goods and services at the time of ordering at www.prestigebuyonline.com can join the points rewards scheme. Customers who have credit terms cannot sign up. Any customer who has a specially-negotiated deal on one or more products cannot collect points. Customers who place orders through their Prestige rep, regardless of how the order is placed or how and when it is paid for, cannot join the scheme.
How will customers join the scheme?
All new successful account applications will be automatically signed up to the Prestige Points reward scheme, at entry level Tier 1. The rules governing tier points; how they are collected and how they can be redeemed, are outlined below.
Customer points values within tiers
TIER 1 - Points awarded = 1 point per £1.00 spend - up to 4999 points (approx 50 orders)
TIER 2 - Points awarded = 1.5 points per £1.00 spend - 5000-9999 points (approx 100 orders)
TIER 3 - Points awarded = 2 points per £1.00 spend - 10000+ points
Points are only awarded for whole pounds spent, and one point is equivalent to £0.01 For example, £1.00 = 1 point, £4.00 up to £4.99 = 4 points, £5.00 up to £5.99 = 5 points, and so on.
Points promotions
Online customers will benefit from points **promotions; triple points on selected products, bonus points for selected items in an order, bonus points for targets reached, bonus points for orders over a particular value, Double points days, etc.
Referrals
If a new customer is referred by an existing customer, the ‘referrer’ will receive a one-off 500 points bonus when the new customer places their third order.
Earning and Redeeming points
Earning points
Customers collect points based on the value of items in an order, rounded down to ‘whole’ pounds. The points total will be - ORDER VALUE x TIER LEVEL POINTS PER POUND RATIO.
There is no upper limit to order value and therefore no upper limit to the number of points that can be earned.
Points are added to an account once payment for an order has been processed.
Points are deducted on returned or damaged goods.
Points are calculated excluding VAT.
What are points worth at the checkout?
1 point is worth £0.01 / 100 points = £1.00
Redeeming points
Points cannot be redeemed for cash.
Customers can start redeeming points once they reach 250 points. Thereafter, points can be redeemed regardless of balance.
Points cannot be shared/transferred between accounts.
Minimum points spend = 10pts (10p discount)
Maximum points spend = 2500pts (£25 discount per transaction)
Points are only redeemable at the checkout against orders equal to or greater than £125.00
Points have a 2 year life from the day they were added to your account.
Inactivity on your account
If there is or has been no activity on your account for a period of 6 months, your Tier Status will be moved to Tier Level 1, regardless of your current tier level. You will not lose any points you have accumulated at this point. If there is no activity on your account for a period of 2 years, your Tier Status will revert to Tier Level 1, and your points balance will be set to zero.
* If an existing customer has a deal in place on one or more products, and they wish to forsake those deals in order to start collecting points, they will enter the scheme at Tier 1 level.
** Promotions will occur at the discretion of Prestige Food & Wine Ltd, and are non-negotiable.