Terms of Business

Payment

Our preferred payment method is PayPal, although we do accept Postal Orders and personal cheques, payment by all major debit/credit cards is acceptable over the phone for larger orders (Handling charges may apply). PayPal does have a credit card option for people not holding a PayPal account.

Personal cheques and Postal Orders should be made payable to Retail Leisure UK Ltd and mailed to Retail Leisure UK Ltd, H3 Newton Business Park, Talbot Road, Hyde, SK14 4UQ.  Please also state your order number on the back of the cheque also.  Please also expect a delay on receiving your products as we will not dispatch until funds have cleared.

Please ensure that your address is confirmed via PayPal.  You can change the address on PayPal if the delivery address is somewhere else. We are aware that if ordering on Smartphone’s, changing addresses is not always possible. If that is the case let us know you are using a Smartphone and message us with new address.

All items must be paid for when ordered.  If there is a genuine reason for not being able to do this, please message us. 

Special Offers

Each Week we will have Special Offers. We know these items sell very quickly and we have had very happy customers.  Please do take a look. Often there is a bargain to be had!

We would politely ask our customers to read both the Listing and the product description.  This stops assumptions leading to disappointment.

Availability

All orders are accepted subject to stock availability.  Where you have ordered several products and not all are in stock:-

  • We will advise you of any delays
  • We may send you the products which are available, sending you the remainder of your order as soon as the stock becomes available.
  • We may supply Substitute goods.

Please however be understanding in these circumstances and do not post negative/neutral feedback before giving us the opportunity to resolve any issues you have.

Packaging and Condition of Stock

ALL our Popcorn is labelled with the ingredients and a best before date.  Our Popcorn usually has a shelf life of 6 months if not opened, but of course its always a good idea to store in air tight containers to maintain the full crunchy effect.

Candyfloss is best eaten within a few weeks of receipt and needs to be kept in a cool dark place. Heat or extreme cold will affect the product.

All Popcorn/Candyfloss products are stored in a dry secure environment and in sealed airtight containers/bags. Once opened they need to be resealed airtight to keep maximum freshness.

We are approved by our local Food Health and Safety Standards Office and recently have been judged as 5 stars in Food Hygiene standards by our Local Environmental Health Department and are being put forward for a unique award for excellence in Food Hygiene Standards. We are very proud of this achievement.

We wear full protective clothing including gloves whilst preparing Popcorn and Packing Orders

The only human hands that will ever touch your Popcorn/Candyfloss are YOURS!

All our Products are safe and Legal.  Obviously we do not know what the end user intends to do with our product, but the assumption is that they will eat it.  Our Liability ends with the opening of the product by the Consumer or Retailer.  If the items are being purchased for onward sale in whatever guise, the retailer is responsible for the Storage, Hygiene and onward dispensation; they effectively become liable for the relevant statutory requirements. We are also not responsible for any loss of profit for onward sale. 

Returns Policy

All our products are produced to the highest food safety standards are safe and legal. When your Parcel leaves here, it is in perfect condition. However you will all know that the delivery services do not always treat parcels with utmost respect and damage can sometimes occur.  

You also need to be aware that the weather is beyond our control and it can affect products. You take that risk when ordering. We cannot be responsible for the weather.

We will not refund on taste or appearance/ preference alone.  Where the actual product is still edible, in a useable condition and not faulty then we will not be held responsible.   

We comply with the standing Consumer Protection Distance Selling Regulations (2000). You may return any unopened non food items within seven working days from date of receiving it for a full refund. Please note that our popcorn items are perishable goods and are therefore exempt from this Regulation.

For non Perishable items, you must notify us first that you are exercising your rights.

We will only refund your postage charges if the item you are returning is faulty (Quality/ Safety) or incorrectly sent or described. Please read the description as well as the title. It holds important information that many miss. Our Items are often bulky so need courier delivery. Please remember this as return postage will be expensive.

In the unlikely event  you are in any way dissatisfied with our products or our service we will always do our best to ensure that we resolve the problem to your satisfaction, Please call our friendly Empire Popcorn Customer Services on 0161 368 9990. They will direct you as to what to do next. Often we will ask for Photographic evidence to be sent via email so we can make an informed quick decision.

When returning an item please give us as much written information as possible so we can undertake a thorough investigation.

Should the returned item be found to be faulty then we will of course replace the item or refund.  Additionally, we will pay the reasonable cost of return postage  a receipt of your costs is required.

If the returned item is found to be without fault or the issue not substantiated, then the cost of return postage will not be met by us nor the product returned to you. As we are the manufacturer, we cannot re use any of the perishable products so NON faulty items will not be refunded.

Refunds will not be provided on any transaction that is 30 days or older.

Full details of your rights under the Distance Selling Regulations are available from your Local Citizens’ Advice Bureau or your Local Authority’s Trading Standards Office.

Feedback Conduct

Please note that we strive for excellence in all that we do.  You should feel we have delivered 100% excellence in everything we do.

Part of that is relying on external companies to deliver the same values. Sometimes things do go wrong with delivery or weather. These are beyond our control but we will always try to sort out any genuine issue.  

If you ever feel that you have not experienced 100% excellence  please let us know. Call us Monday to Friday 9-4pm on 0161 335 0115.  

 

Postage

The majority of our bulkier items are now sent via Courier. Appropriate Postage is charged as often the items are light but large and bulky.

Smaller items are  sent by Royal Mail

We will usually process your order within 1 working day (Monday to Friday). Dispatch time can be as per listing as popcorn is often made for fresh for you.  Where smaller items are sent via Royal Mail, you should expect delivery within 2-4 working days, although most items are received sooner. Please make allowances for Xmas, Bank Holidays and freak weather events that can disrupt deliveries.

Most bulky items are placed in Large Cardboard boxes. On the rare occasion it may be shrink wrapped if appropriate.

FAQ

Q: I cannot sell these. Can I have a refund?

A: Profit from onward sale is not our responsibility. If the product is faulty please refer to our returns policy. If you are selling products on, perhaps you need a trade account.Please contact our sales team.

Q: The Pre Packaged item is not as I expected.

A: You can return the goods in accordance with our returns policy but it must be unopened.

Q: Do you supply to Trade or sell Popcorn Wholesale.

A: We are delighted to discuss Wholesale/Trade accounts if you are a registered business and intend to order on a frequent basis. See our Wholesale/ Trade page

Q: We are a Charity holding an event. How do we order?

A: We are delighted to discuss Charity events and selling Popcorn is a great way to raise funds. We have supplied many events/fairs so call us and we will discuss your options. Otherwise the fundraising pack is available to buy in our shop and it comes with cups.

Q: We are a scout/guide group or UK wide organisation, can you discount us.

A:  We are setting up a system with the Associations regards a group purchasing arrangement. Of course we will do what we can to assist. The prices on the site are competitive for what you are getting and will return a tasty return. Just order as usual or if you need more please call us.

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