Consumer Terms of Sale
1. About us, our online shop and how to contact us
1.1 We are Bakkafrost Scotland Limited (SC107275) ("Bakkafrost Scotland", "we", "our", "us"). Bakkafrost Scotland is part of the P/F Bakkafrost Group. We operate bakkafrostshop.co.uk ("online shop", "website").
1.2 You can find everything you need to know about our products on our website or from our sales staff before you order.
1.3 You can contact us as below:
Phone: +44 131 718 8500
Email: webshop@bakkafrost.com
Address: 28 Drumsheugh Gardens, Edinburgh EH3 7RN, UK
1.4 Our opening hours are as follows: Monday to Friday, 8am to 5pm.
1.5 If you wish to raise a concern regarding our products, please follow our complaints process here: Refund Policy.
2. The contract between us and you
2.1 Our contract with you. These Consumer Terms of Sale ("Terms") and our order confirmation email sent to you create a binding contract between us, Bakkafrost Scotland, and the individual ordering our products ("you", "customer").
2.2 We may update these Terms from time to time. It is your responsibility to ensure you have read and understood the contents of the current version of these Terms published on our website each time you order products from us. We last updated these Terms on March 2026.
2.3 Written notices given under these Terms. Any notice provided by you under or in connection with our contract with you must be in writing and delivered by email to the following email address: webshop@bakkafrost.com. We will write to you at the email address or postal address that you provide to us.
2.4 Eligibility to make an order with us. You must reside in the UK and be aged 18 or over to order.
2.5 The Terms do not apply to business customers. These Terms do not apply in business-to-business sales. If you are purchasing products on behalf of a business, please use our alternative website: bakkafrost.com/en/customer and see our business-to-business terms of sale available on that website.
2.6 Shopify. Our online shop is hosted on Shopify. You are asked to agree to the terms of service of Shopify when you order products on our online shop.
2.7 Payment providers. Our online shop allows you to use Shop Pay, Apple Pay or Google Pay to make payment for our products. You are asked to agree to their terms of service when you do this.
2.8 Our websites and online shop. Your use of our websites and the online shop is also subject to the Website Terms of Use. The online shop uses cookies, and there is more information in our Cookies Policy.
2.9 Personal data provided to us.
We use your personal data as set out in our Privacy Policy.
Before you pass any third-party personal data to us, please ensure that the third party is aware of this sharing and has had visibility of our Privacy Policy.
3. Orders
3.1 Our acceptance of your order will take place when we contact you to accept it. We only have a binding contract with you when we accept your order.
3.2 Sometimes we reject orders, for example, because a product is unexpectedly out of stock, because you are located outside our delivery areas, because you do not meet our eligibility criteria, because the product was mispriced by us, or because the order was flagged as fraudulent. When this happens, we let you know as soon as possible and refund any sums you have paid.
4. Payment for orders
4.1 Prices for our products as shown on our website are subject to change from time to time. If our prices change between your order date and the date we deliver the products, we may adjust the price that you pay (upon prior notice to you), unless you have already paid in full before the change takes effect.
4.2 You are required to pay for products at the time of making an order.
4.3 You will own the product when we have received payment in full and have delivered the product.
4.4 If we're unable to collect any payment you owe us we may charge interest on the overdue amount at the rate of no more than 2% a year above the Bank of Scotland base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
4.5 If the rate of VAT changes between your order date and the date we supply the product, we adjust the rate of VAT that you pay, unless you have already paid in full before the change in the rate of VAT takes effect.
5. Our products
5.1 A product may not exactly match an image shown on your device or in our marketing materials, or its packaging may be different. Given the nature of our food products, their colour, shape, measurements, texture and taste are all subject to variation.
5.2 We can suspend the supply of a product, change products or withdraw products. We do this to deal with technical or availability problems, to comply with legal requirements or as suits our business requirements. We refund any sums you've paid in advance for products which won't be provided.
6. Collection or delivery of food products
Our Shipping Policy has more information on collection and delivery of food products: Shipping policy
7. Gift Cards
7.1 Delivery of Gift Cards. Gift Cards are provided electronically only, and sent to the email address that you provide to us at the time of purchase. You are responsible for ensuring that you correctly input the recipient's email address.
7.2 Use of Gift Cards. Gift Cards can only be used on our online shop. If the entire balance of a Gift Card is not spent in one transaction, the remaining balance will remain available on the Gift Card for future use (subject to clause 7.4).
7.3 Exclusions to use of Gift Cards. A Gift Card cannot be used in conjunction with other discounts available from time to time. We may exclude specific products from purchase via Gift Cards from time to time. Gift Cards cannot be used for the purchase of other gift cards or vouchers.
7.4 Expiry of Gift Cards. All Gift Cards hold an expiry date, being two (2) years from the date and time of purchase, and any remaining balance on a Gift Card will expire and be lost.
8. Cancelling an order or requesting a refund
8.1 You do not have the right to change your mind about our food products. Our food products are perishable and so you do not have rights under consumer law to change your mind about an order once it has been confirmed unless we are able to cancel it before shipment.
8.2 You have rights if there is something wrong with your product. If you think there is something wrong with your product, please follow our Refund policy.
8.3 Products purchased by a Gift Card. If any product purchased with a Gift Card or eGift Card is subsequently refunded, any money owing will be added to a new Gift Card.
9. You agree to provide current, complete and accurate information for all orders made.
You agree to promptly update your account and other information, including your email address and payment card numbers and expiration dates, so that we can complete your transactions and contact you as needed.
10. We can end our contract with you for a product and claim any compensation due to us (including enforcement costs) if:
10.1 you don't make any payment to us when it's due and you still don't make payment within seven (7) days of our reminding you that payment is due;
10.2 you don't, within a reasonable time of us asking for it, provide us with information or cooperation that we need to provide the product (for example delivery information); or
10.3 you don't, within a reasonable time, either allow us to deliver the product to you or collect it from us. If you have said you will collect the product, but you don't do this within 48 hours of the agreed collection date, then we treat your order as cancelled.
11. Subject to clause 12, we're not responsible for losses you suffer caused by us breaking this contract if the loss is:
Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable);
Caused by a delaying event outside our control; and/or
Something you could have avoided by taking reasonable action, including following our reasonable instructions for use.
12. We do not in any way exclude our liability for death or personal injury caused by our negligence, or for fraud or fraudulent misrepresentation, or which by applicable law cannot otherwise be excluded or limited.
13. You will be notified of any such transfer if you have an undelivered order placed with us, which will be delivered after the transfer.
14. You can only transfer your contract with us to someone else if we agree to this.
15. We're not responsible for delays outside our control. If our supply of your product is delayed by an event outside our control, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won't compensate you for the delay, but if the delay is likely to be substantial you can contact us.
16. If a court or other authority decides that some of the terms of the contract are unlawful, the rest will still apply.
17. We might not immediately chase you for not doing something (like paying) or for doing something you're not allowed to, but that doesn’t mean we can't do it later.
18. Your contract with us is governed by the laws of Scotland and you can bring legal proceedings in the Scottish courts. If you live in England and Wales you can bring legal proceedings in respect of the contract in the English or Scottish courts. If you live in Northern Ireland you can bring legal proceedings in respect of the contract in either the Northern Irish or Scottish courts.
19. The contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
20. Nothing in these Terms will affect your legal rights as a consumer. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk.