Terms & Conditions

Terms and Conditions of Services

Last updated on: 19^th September 2025 

YOU ARE SPECIFICALLY DIRECTED TO CLAUSE 9 IN RELATION TO OUR LIABILITY

TOWARDS YOU.

1.     Introduction

1.1.  Welcome to Hebrey Limited’s (trading as “The Bread Queen”) terms and conditions (“Terms”). These Terms govern our sales and subscription services for ordering and delivery of our goods. We operate through our website, www.thebreadqueen.co.uk (“Website”), where you can register and manage your membership with us.

1.2.  We are a limited company with company number 33000347. Our registered office is located at: Unit 1a, Red Lion Business Park, Red Lion Road, Surbiton, Surrey, KT6 7QD. Our VAT number is GB710584454.

1.3.  We reserve the right to update or change these Terms. You are encouraged to regularly check these Terms both before and during your subscription.

1.4.  Any amendments or changes to these Terms will be notified to you in writing before they take effect as far as practicable. Your continued use of our services will constitute your acceptance of those updates or changes, unless you notify us in writing otherwise.

1.5.  When registering on our website for our sales and subscription service you will be asked to review and agree to be bound by these Terms. If you do not agree to these Terms then we will not be able to offer any services to you.

1.6.  Your use of our Website must comply with all applicable laws and regulations. The transmission of harmful elements such as viruses, malware, or other destructive code is strictly prohibited. We reserve the right to immediately termination or suspend your membership subscription should this be discovered.

2.     Terms of Use

2.1.  We operate on the assumption that when utilising our Website you are a private consumer, who is resident in the UK, at least 18 years of age and are legally capable of entering into a contract. You must ensure that all details provided by you when registering for an account to use our services are and remain up-to-date and accurate throughout your subscription membership. Please inform us immediately if any of your personal details change by contacting us at hello@thebreadqueen.co.uk or utilising our Website.

2.2.  You may not use our products or services for any illegal or unauthorised purposes. Our products and services are not provided for the purpose of resale and are only intended to be supplied and used for your own use as a consumer.

2.3.  Any violation of these Terms may result in the immediate termination of your account with us.

2.4.  These Terms do not affect any statutory rights you may have as a consumer.

3.     Subscription Services and General Conditions

3.1.  We offer one off purchasing and a rolling subscription service for the regular delivery of goods. We deliver customers a variety of baked and part-baked goods which are delivered to our account holders within the specified time frame for one off purchases and the specified time frame for subscription members at regular delivery intervals in accordance with their chosen subscription plan and availability.

3.2.  Further information about the nature of the goods and subscription plans can be found on our Website. We reserve the right to make changes or amendments to pricings, delivery schedules or subscription offers as required and will notify you in advance.

3.3.  We reserve the right to refuse to provide subscription services to anyone at any time for any reason.

3.4.  You agree not to reproduce, duplicate, copy, resell, or exploit any portion of our goods and services, our Website, or any contact details provided through our platform without our prior express written permission.

3.5.  You may not use our site for any unlawful activities, fraud, harassment, data scraping, or infringement of intellectual property rights. Any violations will result in the potential termination of your subscription membership.

3.6.  Further information about cancelling your subscription membership can be found at Clause 11 below.

4.     Registration, Payment and Billing Information

By purchasing from our website or by registering for the subscription services through our Website, you agree that:

4.1.  You will provide us with accurate and up-to-date payment, billing and delivery Information.

4.2.  You will notify us of any changes to the information under Clause 4.1 above promptly to hello@thebreadqueen.co.uk, or through our Website.

4.3.  You acknowledge that we will not be able to carry out our subscription services if there are errors with your payment, billing or delivery information and we reserve the right to temporarily suspend your subscription account in such circumstances. We will notify you of this promptly if applicable.

4.4.  In circumstances mentioned under Clause 4.3 above, we will resume and/or reinstate your subscription once any errors have been promptly communicated to/by us and actioned accordingly to enable us to properly resume carrying out the subscription services.

4.5.  You agree to indemnify and compensate us for any reasonable costs, expenses or outgoings which we incur in the event of a failed payment method, inaccurate billing or delivery information.

5.     Payment Methods and Subscription Information

5.1.  In order to begin your subscription, you must register your details on our Website and complete a recurring payment set-up using one of our accepted payment methods (via debit or credit card) through our secure payment network.

5.2.  Once you have successfully registered and set-up your recurring payment method, you will then be charged on a regular interval basis in accordance with the selected subscription package (further details of which can be found on our Website) for the subscription fee in advance of the delivery date applicable in your subscription plan.

5.3.  Our subscription fee prices, as stated on our Website from time to time, will be inclusive of any VAT payable, unless otherwise expressly stated, but does not include delivery charges (further information can be found at Clause 7).

6.     Product Accuracy, Availability and Substitutions

6.1.  We take great care to ensure that all our product descriptions and images on our Website are as accurate as possible. Images are provided for illustration purposes only and slight variations may occur due to the display of your computer or mobile phone. The packaging of our products may also vary from those shown on images on our Website.

6.2.  We reserve the right to make changes to our subscription product ranges from time to time. When removing a product from our subscription services we will ensure to contact you if such a product forms part of your regular subscription plan.

6.3.  In such cases, we reserve the right to offer a direct substitute and we will replace unavailable products with suitable alternative substitutions under your subscription plan. You will be notified by us of our intention to do so in advance of your delivery date. Where such a substitution is required, we will make every effort to offer to you an alternative product which is at least equivalent or better than the original product being substituted.

6.4.  Once delivered, you may reject the substituted product and return it to us only in the circumstances listed under Clause 8. As the nature of our products are perishable, if you wish to reject the substituted product then you must let us know within 24 hours of it being delivered. You remain responsible for suitably storing the product until collection.

6.5.  We will contact you how you may return the product to us.

6.6.  In cases of a rejection of a substituted product under the circumstances mentioned in Clause 8 below, you may choose for us to either:

i)               credit your account for the proportionate value of the rejected product under your subscription plan or (known as a price reduction); or

ii)              process a refund to you for the subscription fee, or a proportion of it, in circumstances where your subscription plan provides for the delivery of multiple products, of which only some are substituted or replaced by us and then rejected under the circumstances listed under Clause 8; and

iii)             we are obligated, once we confirm you have a right to a refund which you have notified to us of exercising within the applicable timeframe, to process a refund to you within 14 days of the date of that decision.

6.7.  We provide many different types of products and, on occasions, products displayed on our Website may not be available. If we are unable to supply you with the products under your subscription plan as they are no longer in stock or available, we will inform you in advance of the delivery date and offer you a substitute product instead (please see Clauses 6.2 to 6.6 above about the extent of your rights to accept or reject substitute products).

7.     Delivery 

7.1.  As part of your subscription plan our products will be delivered to you at the selected intervals under your subscription plan which are found on our Website. However, please note that delivery charges are not included in either the price of products on our Website. Please see our shipping section on our website for further details.

7.2.  We do not carry out deliveries ourselves and rely on third-party delivery partners, such as Inxpress or similar suppliers, to deliver your subscription plan products. You are responsible for making yourself available at your delivery address to receive your products.

7.3.  Delivery will be made to the address which you have specified when registering, which can be updated on our Website. We deliver anywhere to Mainland UK including the Isle of Weight and further details of delivery time, which may vary depending on your postcode, are found on our Website. Please see our shipping section.

7.4.  We reserve the right to change, restrict or stop deliveries in any specific geographical area at our sole discretion. Any changes or restrictions to whether our delivery partners can deliver your products will be notified to you up to seven days in advance of those changes or restrictions taking place.

7.5.  If you are planning to be away from your delivery address for any period of time in which your products are usually delivered then you must notify us at least seven working days before your planned shipping day via our Website, and amend your preferred processing day via the ‘My Account’ section on our Website so that we can re-arrange your delivery. If you do not inform us of the dates on which you are not available to take delivery of your products then your deliveries will continue to be made as usual and you will still be charged your full subscription for this. Please see our “How it Works” section on our website.

7.6.  Our delivery partners will contact you in advance of your delivery date and provide options for if you are not going to be at your delivery address and may include, but are not limited to;

7.6.1.     Leaving with a neighbour; or

7.6.2.     Leaving in a safe place; or

7.6.3.     Leaving at a local participating shop for collection.

7.7.  Your acceptance of our products shall be deemed to take place on the delivery of our products, subject to the provisions of Clause 8 below. If you have any specific delivery instructions then please inform us/our delivery partners in advance.

8.     Defective or Incomplete Goods

8.1.  We are legally obligated to supply you with products which conform to your order and to the descriptions and images found on our Website.

8.2.  After delivery of your products, if you believe that the products you have received do not match the description provided on our Website or those products are not of satisfactory quality, then please contact us immediately at hello@thebreadqueen.co.uk.

8.3.  Where products are deemed to be defective then we will organise for a re-delivery of another of the same product as a replacement. We reserve the right, however, to ask for reasonable evidence of any delivered products which are affected by such issues prior to replacing them.

8.4.  Where your order delivered is incomplete, we will organise for the delivery of the missing goods to you at no additional cost.

8.5.  As all our goods are perishable in nature, we will only be able to refund you or offer a replacement to you for defective goods if you notify us within 24 hours of their delivery.

8.6.  These provisions are in addition to your legal rights in relation to products which are defective, faulty or not as described. Further advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards office.

9.     Liability  

9.1.  In the event that we fail to comply with these Terms then we are responsible for any loss or damage which you suffer as a result which is a foreseeable consequence of any breach by us, or our negligence, however we do not accept liability for any loss or damage which is unforeseeable in nature. Loss or damage which is deemed foreseeable is any obvious consequence of our breach or it is was of a nature contemplated by the parties at the time of entering into the subscription contract.  

9.2.  We do not exclude our limit our liability to you for:

9.2.1.     Death or personal injury caused by our negligence;

9.2.2.     Fraud or fraudulent misrepresentation;

9.2.3.     Any other matter for which it would be illegal for us to exclude or attempt to exclude our liability.

9.3.  We only supply our delivery services for our products to consumers for domestic or private use or consumption. If you use the products we supply for any commercial, business or re-sale purposes then we will have no liability towards you for any of the following;

9.3.1.     Loss of profit;

9.3.2.     Loss of business;

9.3.3.     Business interruption;

9.3.4.     Loss of business opportunity.

10.  Force Majeure

10.1.      We will not accept liability of responsibility for any failure or delay in performing our obligations under these Terms if such breaches are a result or consequence of a Force Majeure event.

10.2.      A Force Majeure event is one which is outside of our control. Examples of types of events which qualify as Force Majeure include, but are not limited to, strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic, or other natural disaster, cyber-attack, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport or disruptions to the Website as a result of cyber-attacks or network outages.

10.3.      In the event of a Force Majeure event which affects our ability to comply with our obligations under these Terms;

10.3.1.  We will contact you as soon as reasonably practicable to notify you; and

10.3.2.  Our obligations under these Terms will be suspended and the time for

performance of those obligations will be extended for the duration of the Force  Majeure event. Where a Force Majeure event affects our ability to delivery products to you then we will endeavour to re-arrange a new date for delivery once the Force Majeure event has ended.

11.  Your Rights to Cancel Your Subscription, Returns and Refunds 

Initial Membership Subscriptions

11.1.      If you change your mind about joining after you have registered, but before we have delivered your first order, you are entitled to cancel your subscription up to 7 days before your first initial delivery is scheduled (Initial Cancellation Period).

11.2     In such circumstances, we will refund you within 14 days of us confirming receipt of your notice to cancel to hello@breadqueen.co.uk for the amounts paid using the same method of payment provided for your initial subscription fee.

Existing Membership Subscriptions 

11.3     In circumstances other than those listed in Clauses 11.1 above, you may cancel your membership by giving us notice to cancel your subscription at least seven working days prior to your next subscription payment date. (processing date) – please see our “How it Works” section on our website.

11.4     Notice to cancel your existing subscription membership must be made in writing to hello@thebreadqueen.co.uk within the time period allowed under Clause 11.3, or through our Website utilising the Manage My Account section.

           Cancelling Individual Orders (Non-Subscription)

11.5     Except in respect of the purchases of individual products of a nature defined in Clause 11.11 below (perishable, customised, unsealed after delivery), you may cancel an order placed with us (without giving any reason) within 14 days of the date on which the products are delivered to you (Cancellation Period), without giving any reason.

11.6     If you cancel any individual products in accordance with Clause 11.5 above, we will reimburse you for the price paid in relation to those products. However, please note that we are permitted by law to make reductions to the amounts we reimburse to you to reflect any reduction in the value of any products, if this has been caused by your handling of them in any way which would not be permitted in a shop.

11.7     In such cases, we will reimburse you as soon as possible but, in any event, within the following timeframe;

11.7.1  If you have sent back the products, within 14 days of the date on which we receive the products back from you; or

11.7.2  If earlier, 14 days after the day you provide evidence that the products have been returned back to us; or

11.7.3  If you have not received the products, or they have been delivered and we have offered to collect them from you, 14 days after the day in which you informed us of your decision to cancel your order and we have confirmed we will collect them.  

11.8     We will reimburse you by refunding the amounts due to you on the same credit or debit card which you used to pay. You will not be charged or incur any fees for this refunds.

11.9     Where you have cancelled your order in accordance with Clause 11.5, we will usually collect the products at our own cost or we may ask you to return them to us.

11.10   You remain responsible for sending those products back to our us or making them available for collection, as the case may be. You remain responsible for the safety and handling of any products to be returned until they have been collected or returned to us.        

11.11   You will not have a right to cancel and claim a refund once your order has been delivered to you as our products are perishable in nature i.e. they are liable to deteriorate or expire rapidly once delivered.

11.12   If any products of a nature listed below form part of your subscription membership and are delivered, then the same rules apply;

11.12.1            Products which have been specifically personalised or made to your specification; or

11.12.2            Products which have been unwrapped or unsealed by yourself after delivery and cannot then be returned and resold for health and hygiene reasons; or

11.12.3            Any products which are deemed on our Website as non-refundable in nature, in accordance with their description on our Website.

The above examples under Clause 11 fall under general exceptions to the cancellation rules in line with Part 3 Regulation 28 The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and do no waive any further rights you have under the Consumer Rights Act 2015.

12.  User Comments and Feedback

12.1     When submitting comments, feedback or other content on our Website, you acknowledge that we have the right to utilise, edit or distribute this for marketing purposes.

12.2     We strictly reserve the right to remove any content you submit on our Website that we deem, at our discretion, to be inappropriate, unlawful or offensive.

13.  Privacy

13.1     We are committed to protecting and preserving your privacy. Personal information provided by you to us enables us to fulfil your orders and subscription memberships. We will not transfer, disclose, sell or other distribute or lease your personal information to any third-parties other than in accordance with our Privacy Policy.

13.2     Please refer to our Privacy Policy for further information on how we collect and process your personal information.

14.  Indemnity 

14.1     You agree to indemnify and hold us harmless against any claims resulting from a breach by you of these Terms, or the violation of applicable laws. This includes any reasonable professional or legal costs, losses and damages which we incur as a result of any breach.

15.  Termination

15.1     These Terms remains in effect and govern our relationship with each other unless and until your subscription membership is terminated by either party in accordance with Clause 11 of these Terms.

16.  Governing Law and Jurisdiction

16.1     These Terms, their formation, existence, construction, performance or validity are governed by the laws of England and Wales, and the Courts of England and Wales shall have exclusive jurisdiction to deal with any matters related to, or ancillary to, these Terms.

17.  Third Party Rights

17.1     These Terms are between you and us, and do not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any provision of these Terms..

18.  Severance 

18.1     If any provision or part-provision of this agreement is or becomes invalid, illegal or unenforceable, it shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of this agreement.

19.  Waiver

19.1     A waiver of any rights or remedies under these Terms if only effective if given in writing, and shall not be deemed to be a waiver of any subsequent rights or remedies.

20. Variation

20.1     No variation of these Terms shall be effective unless it is in writing and signed by the parties.