Terms of service

Last updated: 20 August 2026

1. About these Terms

These terms and conditions (“Terms”) govern your use of the Clearspring website and any purchases made through our online shop.

The website is operated by Clearspring Shop Limited, trading as Clearspring (“Clearspring”, “we”, “us” or “our”). We are registered in England and Wales under company number 14411655.

Please read these Terms carefully before using the website or placing an order. By using the website or purchasing from us, you agree to these Terms.

The following policies also apply and form part of these Terms:

Nothing in these Terms limits any rights you have under applicable consumer law.

2. Consumers and business customers

A “Consumer” is an individual purchasing mainly for personal or household use and not mainly for purposes connected with their trade, business, craft or profession.

A “Business Customer” is anyone purchasing wholly or mainly for purposes connected with a trade, business, craft or profession.

Your status is determined by the purpose of your purchase. It does not depend on whether you use a personal email address, pay the full retail price or tell us that you are purchasing for a business.

These Terms apply to both Consumers and Business Customers unless stated otherwise. Statutory consumer rights, including cancellation rights that apply specifically to consumers, do not apply to Business Customers.

3. Using our website and creating an account

You must provide accurate, current and complete information when placing an order or creating an account.

You are responsible for maintaining the confidentiality of your account login details and for activity carried out through your account. Please contact us promptly if you believe that your account has been accessed without permission.

You must not transfer, sell or assign your account to another person.

If you are under 18, you should only use the website or place an order with the involvement of a parent or guardian.

We may suspend or close an account if we reasonably believe it has been used fraudulently, unlawfully or in serious breach of these Terms.

4. Product information

We take care to ensure that product descriptions, photographs, ingredients, allergen information, nutritional information, pack sizes and prices are accurate.

Product packaging and information may occasionally change. You should always read the information on the product packaging before using or consuming a product, particularly if you have an allergy, intolerance or specific dietary requirement.

Images are provided for illustration. Colours and appearance may vary slightly depending on your screen, and packaging may differ from the version shown where a manufacturer or producer has introduced new packaging.

Information on our website, blog and recipes is provided for general information and inspiration. It is not medical, nutritional or other professional advice. If you have a medical condition, allergy or specific dietary concern, you should seek advice from an appropriately qualified professional.

Nothing in this section limits our responsibility to supply products that match their description or meet your statutory rights.

5. Retail purchases by businesses and requests for non-public product information

Our online shop is a retail sales channel and is intended primarily for customers purchasing at the publicly displayed retail price.

Businesses may place orders through the retail website. However, purchasing through the retail website does not:

  • Create an approved trade or wholesale account.

  • Establish a distributor, reseller, agency or other formal commercial relationship with Clearspring.

  • Entitle the purchaser to trade pricing, credit terms, account management or other business-to-business services.

  • Make the purchaser an authorised Clearspring trade customer, distributor, partner or representative.

  • Entitle the purchaser to information or documentation made available separately to approved trade customers.

Official Clearspring trade customers are approved separately and may be subject to different onboarding requirements, commercial arrangements and terms.

We provide retail customers with the product information required by law and the information reasonably needed to make an informed retail purchase. This includes applicable ingredient, allergen, nutritional, usage, origin, safety and certification information displayed on the product, packaging or website.

A retail purchase does not entitle the purchaser to receive confidential, proprietary, commercially sensitive or non-public information or documents. This may include:

  • Full technical or product specifications.

  • Internal product or supplier records.

  • The identity or contact details of producers, manufacturers or suppliers where these are not already public.

  • Detailed supply-chain information.

  • Formulations, manufacturing processes or production methods.

  • Copies of certificates, audit reports or supporting certification records not intended for public distribution.

  • Due-diligence questionnaires or documents prepared for trade customers.

  • Commercial terms, pricing structures or other internal business information.

We may decline a request for such information or require the requester to become an approved trade customer, enter into an appropriate confidentiality agreement or satisfy other reasonable requirements before information is considered for release.

We may also withhold information where disclosure could breach confidentiality, intellectual-property rights, supplier agreements, data-protection requirements or other legal or commercial obligations.

Nothing in this section allows us to withhold information that we are legally required to provide to a customer, regulator or other authorised body. A decision not to provide additional non-public documentation does not affect your statutory rights or the product information available to retail customers.

Purchasing from our retail website does not give a Business Customer permission to describe itself as an authorised Clearspring distributor, trade customer, partner or representative.

Businesses interested in establishing an official trade relationship should use the Trade Information section of our website or contact the appropriate Clearspring sales team.

6. Placing an order

When you place an order, you are offering to purchase the products shown in your basket.

After placing an order, you will receive an acknowledgement confirming that we have received it. This acknowledgement does not necessarily mean that your order has been accepted.

A contract is formed when we confirm that your order has been accepted or despatched. Taking or authorising payment does not, by itself, mean that an order has been accepted. If we decline an order after taking payment, we will refund the amount paid promptly.

Please check your order carefully before submitting it. If you need to change or cancel an order, contact us as soon as possible. We cannot guarantee that changes can be made after an order has entered processing or been despatched.

We may reasonably decline or cancel an order where:

  • A product is unavailable.

  • We cannot authorise or verify payment.

  • We cannot deliver to the address provided.

  • We identify an obvious error in the price or product information.

  • We reasonably suspect fraud, misuse or unlawful activity.

  • The quantity ordered is unusually large or would unreasonably affect availability for other customers.

  • The order breaches these Terms or another applicable policy.

If we decline or cancel an order, we will notify you and refund any payment taken for products that will not be supplied.

7. Prices and payment

All prices shown on our website are in pounds sterling and include VAT where applicable.

Delivery charges are shown separately and will be displayed before you complete your order.

Prices, promotions and availability may change. However, changes will not affect an order that we have already accepted.

If we discover an obvious pricing error before accepting an order, we may contact you and offer the option to purchase at the correct price or cancel the order. We will not charge the corrected price without your agreement.

You must use a payment method that you are authorised to use. Payment is processed securely through Shopify or the relevant payment provider.

Offers, discount codes and promotions may be subject to additional terms. Unless otherwise stated:

  • Discount codes cannot be exchanged for cash.

  • Only one discount code may be used per order.

  • Discount codes cannot be applied retrospectively.

  • We may withdraw a promotion before an order is placed.

  • We may refuse a discount where we reasonably believe it has been used fraudulently or contrary to its stated terms.

8. Product availability and substitutions

All products are subject to availability.

If a product becomes unavailable after you place an order, we will contact you and offer an appropriate solution, which may include waiting for the product, selecting an alternative or receiving a refund.

We will not substitute a product without informing you and obtaining your agreement where the substitute would materially differ from what you ordered.

9. Delivery

We currently deliver within the UK only. Delivery destinations, services, charges and estimated times are explained on our Delivery Information page.

We will deliver to the address provided when the order is placed. You are responsible for checking that this address is complete and accurate.

Delivery times are estimates unless a service is expressly described as guaranteed. We are not responsible for delays caused by circumstances outside our reasonable control, but we will take reasonable steps to minimise the effect of any delay and keep you informed where appropriate.

If we cannot deliver within the agreed period, you may have the right to cancel under applicable law.

Risk in the products remains with us until they are delivered into your physical possession or the physical possession of a person identified by you to receive them. If you arrange your own carrier and that carrier was not offered by us, risk may pass when the products are handed to that carrier.

Ownership of the products passes to you once we have received payment in full and the products have been delivered.

For collection orders, risk passes when the order is collected by you or someone authorised by you.

If an order includes both in-stock and pre-order products, we may hold the complete order until the pre-order products are available, as explained on the relevant product page and our Delivery Information page.

10. Your right to cancel

If you are a Consumer purchasing online, you normally have the right to cancel eligible purchases within 14 days of receiving them without giving a reason.

Certain products may be exempt, including:

  • Products liable to deteriorate or expire rapidly.

  • Sealed products that are not suitable for return for health or hygiene reasons once opened.

  • Personalised or specially ordered products.

To cancel, you must clearly tell us of your decision within the applicable cancellation period. You can email shop@clearspring.co.uk or use the model cancellation form at the end of these Terms.

You then have 14 days to return the eligible products.

Our voluntary Refund & Returns Policy gives customers up to 30 days to request a return for eligible products, subject to its conditions.

Business Customers do not have the statutory consumer cancellation right described above. Any return by a Business Customer is subject to our voluntary Refund & Returns Policy and our agreement.

Full information about eligibility, return postage, excluded products, refunds and damaged orders is provided in our Refund & Returns Policy.

11. Faulty, damaged or incorrect products

We have a legal obligation to supply products that conform to the contract.

If a product is faulty, damaged, incorrectly supplied or not as described, contact shop@clearspring.co.uk as soon as reasonably possible.

Please include your order number and details of the issue. We may request photographs of the product and packaging to help us investigate.

Nothing in these Terms or our Refund & Returns Policy limits your statutory rights concerning faulty, damaged or incorrectly described products.

12. Refunds and returns

Refunds and returns are handled in accordance with our Refund & Returns Policy.

Approved refunds will normally be returned to the original payment method.

Where statutory cancellation rights apply, we will refund the standard outbound delivery cost when the entire order is cancelled. Additional amounts paid for premium delivery are not normally refundable beyond the cost of our standard delivery service.

Customers are responsible for the return cost of unwanted products where stated in our Refund & Returns Policy. We will cover reasonable return costs when a product is faulty, damaged, incorrectly supplied or not as described and we ask for it to be returned.

13. Subscriptions

If you purchase a product through a subscription, the subscription price, discount, delivery frequency and billing arrangements will be shown before you subscribe.

By starting a subscription, you authorise us or our payment provider to take recurring payments using your selected payment method until the subscription is cancelled.

You can manage or cancel future subscription orders through the Manage Subscriptions section of your account, subject to any processing deadlines shown there.

If a subscription order has already been processed, we may be unable to cancel it before despatch. Our Refund & Returns Policy will then apply.

We will provide notice of material changes to subscription pricing or terms where required by law.

14. Rewards, competitions and promotions

Rewards, competitions, giveaways and promotions may have additional terms. Those specific terms form part of these Terms.

If there is a conflict between these Terms and the specific terms of a promotion or competition, the specific terms will apply to that promotion or competition.

We may amend, suspend or withdraw a rewards scheme or promotion in accordance with its applicable terms and the law. This will not affect rights already acquired unless the applicable terms permit it and doing so is fair and lawful.

15. Intellectual property

The website and its content—including text, photographs, recipes, graphics, videos, logos, product names, designs and software—are owned by Clearspring, another Clearspring group company or our licensors and are protected by intellectual-property law.

You may access and use the website for personal use or legitimate internal business purposes connected with considering or managing a retail purchase.

You must not, without prior written permission:

  • Reproduce, republish or commercially exploit substantial parts of the website.

  • Use Clearspring content, images, trademarks or branding in your own marketing.

  • Modify or create derivative works from our content.

  • Scrape, extract or systematically collect website content or data.

  • Suggest that you are authorised, endorsed by or commercially connected with Clearspring when you are not.

  • Remove copyright, trademark or ownership notices.

Purchasing a product does not transfer any intellectual-property rights or grant permission to use Clearspring branding, marketing materials or product content for commercial purposes.

16. Reviews, feedback and submitted content

If you submit a review, recipe, photograph, competition entry, suggestion or other content, you confirm that:

  • The content is accurate and genuinely reflects your experience where applicable.

  • You own it or have permission to submit it.

  • It does not infringe another person’s rights.

  • It is not unlawful, defamatory, threatening, discriminatory, obscene or misleading.

  • Any incentive or compensation connected with the content has been disclosed.

You retain ownership of your content. However, you grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce, edit, publish and display it for the purposes of operating, improving and promoting Clearspring and our products.

We may moderate or remove submitted content where we reasonably believe that it breaches these Terms or the law.

17. Acceptable use

You must not use the website:

  • For an unlawful or fraudulent purpose.

  • To introduce viruses, malware or other harmful material.

  • To attempt to gain unauthorised access to the website, accounts, servers or systems.

  • To collect another person’s personal information without permission.

  • To send spam or unsolicited promotional material.

  • To impersonate another person or misrepresent your identity or relationship with Clearspring.

  • To interfere with the operation or security of the website.

  • To bypass technical restrictions or security measures.

  • To scrape, extract or copy website content or data using automated systems without permission.

  • In a way that infringes intellectual-property, privacy or other legal rights.

We may restrict access or take other reasonable action where we believe the website is being misused.

18. Third-party tools and links

Our website may contain links to, or functionality provided by, third parties.

We are not responsible for third-party websites or services that we do not control. Before using them, you should review their applicable terms and privacy information.

Nothing in this section excludes responsibility where the law does not allow us to exclude it.

19. Shopify

Our online store is hosted and powered by Shopify.

Products purchased through the store are sold by Clearspring Shop Limited. Your sales contract is with us, not Shopify.

Shopify provides the ecommerce platform and may process information or payments as described in our Privacy Policy and Shopify’s own policies.

Shopify is not the seller of Clearspring products and is not responsible for fulfilling your order, handling product queries or providing remedies relating to the products we sell.

Nothing in this section affects any rights you may have under applicable law.

20. Privacy

We process personal information in accordance with our Privacy Policy.

Our Privacy Policy explains what information we collect, how and why we use it, who we share it with and the rights available to you.

21. Website availability and errors

We try to keep the website available, secure and accurate, but we do not guarantee that access will always be uninterrupted or error-free.

We may temporarily suspend access for maintenance, security, updates or circumstances outside our reasonable control.

We may correct typographical errors, inaccuracies or omissions relating to product information, pricing, promotions, availability or delivery. If an error affects an order you have already placed, we will contact you and deal with it fairly and in accordance with applicable law.

22. Our responsibility to Consumers

We are responsible for losses that are a foreseeable result of our breach of these Terms or our failure to use reasonable care and skill.

A loss is foreseeable if it was an obvious consequence of our breach or if both you and we knew it might happen when the contract was formed.

If you are a Consumer, we supply products and the website for personal and household use. We are not responsible for business losses arising from a Consumer purchase, including loss of profit, revenue, business, opportunity or anticipated savings.

Nothing in these Terms excludes or limits liability for:

  • Death or personal injury caused by negligence.

  • Fraud or fraudulent misrepresentation.

  • Defective products where liability cannot lawfully be excluded.

  • Breach of your statutory rights.

  • Anything else that the law does not allow us to exclude or limit.

23. Our responsibility to Business Customers

If you are a Business Customer, we will not be liable, to the extent permitted by law, for:

  • Loss of profit, revenue or anticipated savings.

  • Loss of business, contracts or commercial opportunities.

  • Loss of goodwill or reputation.

  • Business interruption.

  • Indirect or consequential loss.

We do not accept responsibility for a Business Customer’s use or resale of products where that use or resale does not comply with applicable law, product instructions or storage requirements.

Nothing in this section excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, defective products where liability cannot be excluded, or any other liability that cannot lawfully be excluded.

The retail website is not intended to replace an approved trade relationship, and the services and support made available to approved trade customers are not included in a retail purchase.

24. Events outside our control

We are not responsible for a delay or failure caused by an event outside our reasonable control.

Such events may include severe weather, transport disruption, industrial action, failure of utilities or communications networks, natural disasters, epidemics, government action or disruption affecting suppliers or delivery providers.

If an event outside our control materially affects an accepted order, we will contact you as soon as reasonably possible and take reasonable steps to minimise the effect.

Your statutory rights, including any right to cancel because of a significant delivery delay, are not affected.

25. Changes to these Terms

We may update these Terms to reflect changes to our business, website, services or legal obligations.

The current version will be published on this page with an updated revision date.

Changes will apply to future use of the website and orders placed after the revised Terms take effect. They will not retrospectively change an order that we have already accepted unless required by law or agreed with you.

26. Transferring these Terms

We may transfer our rights and obligations under these Terms to another organisation, for example as part of a reorganisation or sale of our business.

We will ensure that any transfer does not reduce a Consumer’s rights under these Terms. We will notify you if a transfer materially affects you.

You may only transfer your rights or obligations under these Terms with our written agreement, except where the law permits otherwise.

27. Severability and waiver

If any provision of these Terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.

If we do not immediately enforce a provision of these Terms, this does not mean that we have waived our right to enforce it later.

28. Third-party rights

Except where expressly stated, these Terms do not give any person other than you and Clearspring Shop Limited the right to enforce them.

29. Governing law and disputes

These Terms are governed by English law.

If you are a Consumer, the courts of England and Wales will have non-exclusive jurisdiction. If you live in Scotland or Northern Ireland, you may also bring proceedings in the courts of the part of the UK where you live.

If you are a Business Customer, the courts of England and Wales will have exclusive jurisdiction.

We encourage you to contact us first so that we can try to resolve any concern directly.

30. Contact information

Questions about these Terms or an online order should be sent to shop@clearspring.co.uk.

Clearspring Shop Limited
Registered in England and Wales
Company registration number: 14411655
VAT registration number: 434 7103 17
Registered office: Unit 19 Acton Park Estate, London, England, W3 7QE

Customer correspondence and returns:
19 Acton Park Estate
London
W3 7QE
United Kingdom

Model cancellation form

You may use this form to cancel an eligible Consumer purchase, but you do not have to use it. You can instead send us any clear statement confirming your decision to cancel.

To:
Clearspring Shop Limited
19 Acton Park Estate
London
W3 7QE
United Kingdom
shop@clearspring.co.uk

I hereby give notice that I cancel my contract for the sale of the following products:

[Insert product details]

Ordered on:

[Insert date]

Received on:

[Insert date]

Order number:

[Insert order number]

Name:

[Insert name]

Address:

[Insert address]

Signature, if submitting this form on paper:

[Sign here]

Date:

[Insert date]