Policy: It has always been Dundonnell Smoked Salmon's policy to treat our customers in exactly in the way we like to be treated ourselves. Our toes curl at the sight of small print, but it appears that not only to add to our creditability but to comply with new legislation (EC Distance Selling Directive) we are required to offer you our own 'large print' version. You should note that your statutory rights under the current consumer protection laws are not affected (more probably enhanced).
Data & Privacy: The information collected from you at the time you place an order (on you or those you gift to) will be stored in our database and is used purely to carry out your instructions and action your payment. There are no circumstances under which, this information might be passed to a third party.
Supply: We undertake to supply you with the goods described in these WebPages or in our brochure by any date you might reasonably request knowing that our salmon has to be processed and posted. If you have an urgent order it is always advisable to discuss your requirement on the telephone 01349 866500. Some of our products are nearly always available for immediate despatch, those with a shorter keeping life may not. Unless we have specifically agreed otherwise, delivery will be as soon as possible and not longer than 30 days
Contact: We will only contact you in connection with your instructions and keep you well informed should we have any difficulties providing you with the specific goods ordered, to be delivered by your date specified. We will not email you at all without your permission.
Delivery: Obviously you the customer recognise that we do rely on Royal Mail's postal service or ANC Carriers (or other suitable carrier for overseas deliveries) to perform the 'contract'. We monitor the performance of our carriers continuously. Whereas we have so rarely had a complaint about the quality of our goods, there have been a very small number of occasions (less than .01%) when due to circumstances entirely beyond our control our goods have not arrived by the requested time. As soon as we have learned of this we have always offered immediate despatch of a replacement parcel - providing the selected goods are available for despatch. At the end of the day salmon has to be marinated, smoked, sliced and packaged beforehand. See also our Notes on Ordering
Guarantee: In the light of the forgoing you will appreciate we feel confident that we can unequivocally guarantee your total satisfaction with our product and service. Again you should note that your statutory rights under the current consumer protection laws are not affected (more probably enhanced).
Refunds: In the event of loss, late delivery or dissatisfaction with the product supplied and a replacement is not acceptable, the goods need not be returned (unless required by Royal Mail for their investigations) but a full refund will be sent. If initial payment was by Credit Card, then the refund will be made back to your Credit Card Company. If however payment was by cheque, then the refund will be posted to you by cheque promptly. Our major concern is to maintain our happy relationship with you our customer. If the goods ordered were a gift to a third party, the parcel is sent not only with your message but a note (and SAE) asking them (your giftee) to contact us immediately if they feel the goods are not in perfect condition or they believe the postal/courier services may have failed to deliver promptly. We suggest that we will attend to this without any fear of embarrassment to you. We feel this is what you the donor would want us to do on your behalf.
Payment: Although our customers offer payment at the time of placing their order, it is our policy not to action Credit Cards or cash cheques until the week in which the goods are to be despatched. Many of our customers submit their Christmas Orders in October and their payment therefore, may not be processed for almost eight weeks. Payment online is through our own bank the Royal Bank of Scotland which is totally secure (BS7799 - Code of Practice for Information Security Management)
VAT: Currently Smoked Scottish salmon is exempt from VAT within the UK. There are some countries where there will be some excise duty due - on the whole most countries do not pursue this on small quantities. When shipping via DHL they will apply whatever duties are applicable and if we know about this beforehand we will inform you - Australia is certainly a country where duties make it impracticable to send smoked Scottish salmon. Any duties payable will be paid by us to DHL. If these have not been taken into consideration at the time of placing your order we will contact you.
Complaints: Well we don't have a procedure - because it has never got to that situation in 20 years! Clearly we take any complaint very seriously and would expect to contact you almost by return - but at Christmas time this might lead to a delay of 24 hours. It is an all hands on deck (parcel packing) scenario at this time of year.
As smoked salmon has a chilled (stored below 5ºC) shelf life of 3 weeks maximum (frozen several months) then we would expect to hear from you within that 3 week period if you felt that your smoked salmon was not in good condition when it was received.
Law and Jurisdiction: Any contract for your purchase from Dundonnell Smoked Salmon is governed by and has to be interpreted under the Law of Scotland, and you agree that such contract will be subject to the non-exclusive jurisdiction of the Scottish courts.
(Sorry, have struggled to find more sympathetic wording on this point without success, I fear)
Final Note: We suppose because we have always enjoyed an open and trusting relationship with our existing customers, it grieves us to have to write down what has just been mutually understood between us over so many years. In so doing it has somehow denigrated that good old British sense of fair
Any concern that you might have regarding security, privacy or complaint in connection with making a purchase online may always be taken up with my office.
Dundonnell Smoked Salmon, Greenacres,