Shop Terms & Conditions

‘We’, Greene King Brewing and Retailing Limited, trading as the ‘Greene King Brewery Shop’ at Westgate Brewery, Bury St Edmunds, Suffolk, IP33 1QT, offer alcoholic beverages for sale to consumers through this website.  All orders placed through this website will be subject to the terms and conditions set out below. By placing an order you are deemed to have accepted these terms and conditions. Please read and familiarise yourself with them before placing your order.


1.    Customers

We will only deliver to customers on the UK mainland.  It is illegal for anyone under the age of 18 years to purchase alcoholic beverages in the UK.  You may be required to supply proof of age on request and we shall not sell or deliver alcohol to anyone who is, or appears to be, under the age of 18.  You must be over 18 years of age and capable of entering into a contract and by placing an order you confirm this.


2.    Representation of Products

Greene King acknowledges the requirement to supply the goods in accordance with the order placed. Greene King reserves the right to alter, without notice, prices of products and conditions of sale before you place an order. Please note product shades and shapes may vary. All measurements are approximate. Greene King reserves the right to withdraw any item from sale without notice.


3.    Orders

The minimum order which you can place through this online system is 12 bottles and the maximum order which can be placed is 100 cases. Orders will be processed during the hours of 10 am to 4.00pm Monday to Friday. Any orders received during the weekend or on public holidays will be processed on the next working day.  Periods of high demand may result in delays to the processing of orders.

Despite our best efforts to maintain fully accurate stock records, it may sometimes happen that we are unable to fulfil an order. In this case, we will contact affected customers directly to make alternative arrangements.


4.    Payment

Full Payment must be made prior to dispatch of the products, by credit or debit card (we accept all major debit/credit cards, but unfortunately we cannot accept Diners Club or American Express) or via PayPal. In the event of non-authorisation of payment by your card issuer we will contact you by telephone or email. We cannot accept liability for any losses or costs incurred or sustained by customers who transmit credit or debit card information (please see section 10 “Security Policy”).

All prices are shown in Pounds Sterling (£) and are inclusive of VAT (where applicable) at the current rates and are correct at the time of entering the information onto the system.

The total cost of your order is the price of the products ordered plus delivery charges.

You confirm that the credit/debit card being used for any transaction is yours.

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not, for any reason, authorise payment to us, we will not be liable for any delay or non-delivery.


5.    Delivery

We aim to process orders within 24 hours of receipt and use a next working day service via our courier or Royal Mail for delivery following receipt of payment. We are unable to guarantee delivery services provided Royal Mail. Deliveries can only be made to the UK mainland and must be signed for by someone over the age of 18; proof of age may be requested before delivery is completed. Delivery will not be made to Post Box Numbers and any order supplying a Post Box Number as the delivery address will be delayed while we contact you for a delivery address.

We will only deliver to customers on the UK mainland, there are additional charges to the Highlands with the following postcodes AB37-38,41-45,51-56 FK19-21 IV1-28,30-37,40,54,63 KW1-3,5-14 PA21-40 PH15-26,30-41,49,50,TD. We will advise you with the additional charge prior to picking your order, so you can choose to pay or cancel your order for a refund.

Delivery charges are calculated at checkout and based on the weight of the order and the delivery address.

If the delivery is attempted and there is no one over the age of 18 available at the address, the driver will retain the consignment and leave notification, so that the customer can call to re-arrange the delivery for a later date.


6.    Cancellation and Returns

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us at Greene King Brewery Shop, Westgate Brewery, Bury St Edmunds, Suffolk IP33 1QT or  of your decision to cancel this contract by a clear statement. You may use the attached model cancellation form [available here], but this is not obligatory.

If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for the supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you.

We will make the reimbursement without undue delay, and not later than –

a)    14 days after the day we receive back from you any good supplied, or
b)    (if earlier) 14 days after you provide evidence that you have returned the goods, or
c)    If there were no good supplied, 14 days after the day on which we are informed about your decision to cancel this contract.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of the reimbursement.
You shall send back the goods with the original packaging intact to the address below or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation from the contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

Greene King Brewery Shop
Westgate Street
Bury St Edmunds
IP33 1QT

Please note all returned parcels must be sent back using recorded delivery and adequately packed to avoid any possible damage in transport. We cannot accept responsibility for goods damaged during their return, or for postal or other costs incurred when returning goods.

Some of our products are fragile and, while every care will be taken to deliver the goods safely, inevitably some breakages may occur. In this event we will replace the damaged goods, or, if you prefer, give you a full refund.


7.    Complaint Handling

At Greene King we pride ourselves on our high standards of products and services.  If you are not satisfied with your purchase please let us know.  We deal with complaints effectively, in a fair, confidential and speedy manner and aim to respond to all complaints within 5 working days.”


8.    Intellectual Policy

No permission is given by us in respect of the reproduction or use for commercial or detrimental purposes of any brand names, product names, designs and other material shown on or connected with our website in which intellectual property rights subsist.


9.    Governing Law

These terms shall be governed by and construed in accordance with English Law and all parties shall submit to the exclusive jurisdiction of the English Courts. If you have any queries or complaints please contact us at Greene King Brewery Shop, Westgate Street, Bury St Edmunds, Suffolk  IP33 1QT.


10.    Limitation of Liability

We shall not be liable to pay any compensation to you, other than any refund as provided above. In particular, but without limitation, we shall not be liable to you for loss of profit, damage to goodwill, any indirect or consequential loss or damage arising out of any damage, defect, negligence or other failing on our part unless (i) you have expressly made us aware in writing of the nature and extent of the loss or damage which may suffer in such situation and (ii) we have expressly confirmed in writing that we accept liability for such matters.

Nothing in these terms shall limit any rights you may have as a customer which are not capable of being lawfully excluded or limited, nor shall it exclude or restrict our liability to you for any death or personal injury resulting from our negligence.


11.    Security Policy

We take your online security very seriously. When you place your order, you are offered the use of an advanced secure server, which encrypts all the information you input before it is sent to us.
Credit card numbers are encrypted both before an order is processed and when stored on our database.
We will comply fully with the standards, procedures and requirements laid down in the UK Data Protection Acts 1984 and 1998 to ensure that your personal information is kept secure and processed fairly and lawfully.
To check the security of our website, simply look in the lower bar of your browser when you fill in your payment details. You will see an unbroken key or closed lock, showing that encryption is active and your information is secure. For security reasons, we strongly recommend that you do not send credit card numbers by standard email but use the secure facility provided on this website.


12.    Verification of Identity

As part of the measures to verify that your credit, debit or charge card is not being used without your consent and you are over the age of 18, we reserve the right to validate the name, address and other personal information supplied by you during the order process against appropriate third party databases. By accepting these terms and conditions you consent to such checks being made.
Other than as outlined above, Greene King may process and in particular may disclose your personal data:

  • As required by law to any third parties;
  • To third parties who may process personal data on Greene King’s behalf such as Credit Reference Agencies or other group companies. These parties may keep details of any searches they make about you;
  • To any third party for the prevention of fraud, money laundering or for the tracing of debtors. These parties may keep details of any searches they make about you.

You have the right to require Greene King to correct any inadequacies in the personal details Greene King holds about you. You also have the right to ask for a copy of the information held by Greene King and to object to your details being used for direct marketing purposes. As a security measure, proof of identification may be required prior to the disclosure of such information and there may be a small administrative charge. Please contact Greene King Brewing and Retailing Ltd, at Westgate Brewery, Bury St Edmunds, Suffolk, IP33 1QT if you wish to obtain a copy of your personal data.
We will take all reasonable care, in so far as it is in our power to do so, to keep the details of your order secure, but in the absence of negligence on our part we cannot beheld liable for any loss you may suffer if a third party procures unauthorised access to any data you provide when accessing or ordering from our website.


13.    Indemnity

You agree fully to indemnify, defend and hold us, and our officers, directors, employees, agents and suppliers, harmless immediately on demand, from and against all claims, liability, damages, losses, costs and expenses, including reasonable legal fees, arising out of any breach of the Conditions by you or any other liabilities arising out of your use of this website, or the use by any other person accessing the website using your shopping account and/or Personal Information.


14.    Our Rights

We reserve the right to:

  • Modify or withdraw, temporarily or permanently, this website (or part thereof) with or without notice to you and you confirm that we shall not be liable to you or any third party for any modification to the website; and/or
  • Change the Conditions from time to time, and your continued use of the website (or any part thereof) following such change shall be deemed to be your acceptance of such change. It is your responsibility to check regularly to determine whether the Conditions have been changed. If you do not agree to any change to the Conditions then you must immediately stop using the website.

15.    Refusal of Transaction

We reserve the right to withdraw any Products from this website at any time and/or remove or edit any materials or content of this website.
We may refuse to process a transaction for any reason or refuse service to anyone at any time at our sole discretion. We will not be liable to you or any third party by reason of our withdrawing any product from this website whether or not that product has been sold; removing or editing any materials or content on the website; refusing to process a transaction or unwinding or suspending any transaction after processing has begun.

Last updated: August 2019