Terms & conditions

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IF YOU’RE NOT HAPPY FOR ANY REASON JUST LET US KNOW AND WE’LL SEND A REPLACEMENT MEAL OR OFFER A REFUND.

By placing an order on this website, you are agreeing to the following terms and conditions:
 

1. ORDERS AND CANCELLATIONS

Order Acceptance Policy

All orders received are subject to acceptance by Local Gems Limited ("Local Gems"). Local Gems, and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.

Timing of your order

As a part of the checkout process you will be able to select the delivery date for your delivery. 

Changes to your order

For last minute changes to your order please contact us at crew@localgems.in. We'll always do our best to make last-minute changes for you, but we can only guarantee changes that are requested by 9am the day before the intended delivery date.

Cancellation policy

Orders can be cancelled by 9am the day before the intended delivery date and a full refund will be issued by contacting us at crew@localgems.in
 

3. PAYMENTS

We accept American Express, Visa and MasterCard credit and debit cards as well as Paypal, Apple Pay and Google Pay. In order to offer the best security, all our payments are processed securely by Stripe or, if selected as a payment option, Paypal.
 

4. PRICES 

All prices are stated inclusive of any applicable VAT, unless otherwise stated. All applicable delivery charges are set out explicitly in your order.
 

5. DELIVERY POLICY

Local Gems delivers to any address within the promoted area as stated in the site, but do not deliver to PO boxes and BFPO.

We deliver by bike using a private courier service. We will determine how to deliver your order. We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.

Although our team will always try our best to ensure punctual delivery for our customers, Local Gems cannot be held responsible if a delivery arrives late due to any circumstances impacting the availability of the courier and delivery services that we use or anything else outside of Local Gems’ control.

In the event of a non-delivery (your meals not having arrived on their intended delivery date), please contact us at crew@localgems.in. It is the customer's responsibility to contact us within 7 days of the scheduled delivery date in order to claim a refund. Failure to do so will result in the lapse of any rights to a refund.

If you change address, you must inform us at crew@localgems.in. Please ensure this is done by 9am the day before your next order is due to arrive. We are unable to provide refunds for any deliveries sent to the wrong location where we have not received advance notice in accordance with this paragraph.
 

6. RETURNS AND REFUNDS

Freshness

All products are sourced locally and items may vary depending on availability at the time of assembling your box. Availability may vary depending on the season and the weather. 

Your box will be sent out in insulated packaging to ensure they remain fresh. If the food we deliver to you does not seem fresh, please contact us at crew@localgems.in.com to let us know. 

If, at our sole discretion, the food does not meet our high freshness standards, we will give you the choice of a free replacement at our next available delivery date, or a refund. 

Please note that you will need to email us a photo of the product you have a concern with within 72 hours of receipt in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount to your card.

Damage

While our meals are packed carefully to ensure they arrive in perfect condition, on occasion (and for reasons beyond our control) damage may occur in transit. Should this occur to a level that you deem unacceptable, please contact us so that we can arrange a free replacement at our next available delivery date, or a refund. 

Please note that you will need to email us a photo of the damaged products within 24 hours of receipt in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount paid for the damaged items within 3 business days. Please note that banks might take an additional 3-5 days to refund the amount to your card.

Non-Delivery

While we do everything we can to make sure our boxes are delivered, sometimes mistakes do happen and deliveries don't arrive. If we fail to deliver your order (i.e. if your meals have not arrived on their intended delivery date) we will send you a free replacement on our next available delivery date, or a refund. If we offer you a refund, we will refund you the full amount paid within 3 business days. Please note that banks might take an additional 3-5 days to refund the amount on your card.

Returns

Due to the perishable nature of our boxes, we are unable to accept returns. We offer our customers refunds or a replacement delivery if our boxes are not delivered to an acceptable quality, as detailed above.

Product availability and substitution

Our fresh ingredients are subject to availability. In the event of any supply difficulties, we reserve the right, at our absolute discretion, to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality.
 

7. CIRCUMSTANCES BEYOND OUR CONTROL

Adverse weather conditions

During adverse weather conditions (including but not limited to heavy snow, ice, flooding or high winds), our delivery partners may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren't able to refund or offer re-delivery of affected orders.

Force Majeure

Local Gems shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any licence or consent), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any cause or circumstance whatsoever beyond Local Gems’ reasonable control.
 

8. OUR LIABILITY

Whilst we agree to use all reasonable endeavours to ensure that the Local Gems service is fully operational and error-free we cannot guarantee this and, therefore, accept no responsibility for any interruption of the Local Gems service and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the Local Gems service impossible or impractical.

Except in cases of death or personal injury arising from our negligence, or fraud or fraudulent misrepresentation, our liability in connection with your order with us shall not exceed the price paid to us for the order in question (defined as an individual delivery within a particular week, not an entire subscription). 

Subject to the exclusion above we exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the Local Gems service, whether arising in contract, tort (including negligence), under statute or otherwise PROVIDED THAT nothing contained in these Terms and Conditions affects or will affect your or the recipient's statutory rights in relation to the quality, fitness or description of the products supplied.
 

10. CUSTOMER AND RECIPIENT PERSONAL INFORMATION

To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information. Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our privacy policy.

During the checkout process, we ask for the following personal information:

Customer's email address: We use this information to provide a better customer experience by sending order confirmations, substitution information, dispatch confirmations and delivery confirmations. We will also use the customer's email for marketing communications from time to time. Please ensure that email addresses are accurate.

Customer's full name and address: We use this information for credit and debit card validation.

Customer's telephone number: We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.

Recipient's full name and address: We require this information in order to deliver the boxes you have ordered. It is vital that the recipient's address is accurate. We will also use the recipient's name and address for marketing communications from time to time.

 

11. GENERAL 

We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Local Gems website and/or the Local Gems service from time to time. We will publish any changes on the Local Gems website and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Local Gems service or Local Gems website. Changes will be effective five (5) hours after the posting of any such change and all subsequent dealings between you and us shall be on the new Terms and Conditions.

Additionally, we reserve the right to suspend, restrict or terminate access to the Local Gems site and/or the Local Gems services for any reason at any time.

These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the Local Gems website, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect. 

A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions but this does not affect any right or remedy which exists apart from that Act. 

In respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof. 

These Terms and Conditions shall be governed by and construed in accordance with English Law and the parties agree to submit to the exclusive jurisdiction of the English courts.

Thank you for your order, and we hope your Local Gems experience will be a pleasurable one.
 

12. REGISTERED OFFICE AND TRADING ADDRESS

Local Gems Limited, Towngate House, 2-8 Parkstone Road, Poole, BH15 2PW