Terms and Conditions

Customer service & Terms and conditions

We reserve the right to refuse access to the website, terminate accounts, remove or edit content, or cancel orders at our discretion. If we cancel an order, it will be without charge to you. When you place an order to purchase products or services from us, we will send you an e-mail to confirm the receipt of your order and containing the details of your order. Your order represents an offer to us to purchase products or services, which is accepted by us when we send e-mail confirmation that we have dispatched that product to you

Our live foods are sent via Royal Mail First Class post, in our experience they are delivered next day 95% of the time, the other 5% can take up to 4 working days, therefore no claims for lost deliveries can be accepted until four working days have passed from the day of dispatch.

All delivery days are estimated and not guaranteed.

Should your Live foods be delivered with more than 10% dead you must contact us within 24 hours of receipt of goods.

Our aim is to answer all e-mails within 24 hours Monday to Thursday.


'Company' means Livefoods by Post Ltd whose address is Unit 12, Northwood Business Park, Newport Road, Cowes, Isle of Wight. PO31 8PE

'Consignment' means Goods in one package or a number of packages which are dispatched at the same time in one load from one address to one address;

'Contract' means the contract for the purchase and sale of the Goods;

'Customer' means the person who purchases Goods from the Company;

'Goods' means the goods (including any instalment of the goods or any part of them) which the Company is to supply in accordance with these Terms;

'Live Food' means living crickets, locusts, meal worms, flies and any other live insects which the Company may from time to time add to its product range;

'Terms' means the standard terms of sale set out in this document and (unless the context otherwise requires) includes any special terms and conditions agreed in writing between the Customer and the Company; (1.2) Any reference in these Terms to any provision of a statute shall be construed as a reference to that provision as amended, re-enacted or extended at the relevant time. (1.3) The headings in these Terms are for convenience only and shall not affect their interpretation.


(2.1) The Company shall sell and the Customer shall purchase the Goods in accordance with the Customer’s order if accepted by the Company, subject to these Terms, which shall govern the Contract to the exclusion of any other terms subject to which any such order is made or purported to be made, by the Customer.

(2.2) No variation to these Terms shall be binding unless agreed in writing between the authorised representatives of the Customer and the Company.

(2.3) The Company’s employees or agents are not authorised to make any representations concerning the Goods unless confirmed by the Company in writing. In entering into the Contract the Customer acknowledges that it does not rely on any such representations which are not so confirmed but nothing in these Terms affects the liability of either party for fraudulent misrepresentation.

(2.4) Any advice or recommendation given by the Company or its employees or agents to the Customer or its employees or agents as to the storage, application or use of the Goods which is not confirmed in writing by the Company is followed or acted upon entirely at the Customer’s own risk, and accordingly the Company shall not be liable for any such advice or recommendation which is not so confirmed.

(2.5) Subject to clause 2.6, no order which has been accepted by the Company may be cancelled by the Customer except with the agreement in writing of the Company and on terms that the Customer shall indemnify the Company in full against all loss (including loss of profit), costs (including the cost of all labour and materials used), damages, charges and expenses incurred by the Company as a result of cancellation.

(2.6) A consumer has the right to cancel a Contract for Goods other than Frozen Food or Live Food at any time up to the end of seven working days after the delivery of the Goods. To exercise the right of cancellation, the consumer must give written notice to the Company giving details of the Goods ordered and (where appropriate) their delivery. If the right of cancellation is exercised after the goods have been delivered the consumer will be responsible for returning the Goods to the Company at the consumers own cost and must take reasonable care to ensure the Goods are not damaged in the meantime or in transit.

(2.8) An order will not be accepted unless the Customer has been granted credit terms by the Company (and it is not in default of such credit terms) or the Customer pays for the order in cash upon placing the order. The Company may accept payment by postal order in advance or by authorised credit card.


(3.1) The price of the Goods shall be the Company’s quoted price or, where no price has been quoted (or a quoted price is no longer valid), the price listed in the Company’s published price list current at the date of acceptance of the order. Where the Goods are supplied for export from the United Kingdom, the Company’s published export price list shall apply. All prices quoted are valid for 30 days only or until earlier acceptance by the Customer, after which time they may be altered by the Company without giving notice to the Customer.

(3.2) The Company reserves the right, by giving written notice to the Customer at any time before delivery, to increase the price of the Goods to reflect any increase in the cost to the Company which is due to any factor beyond the control of the Company, any change in delivery dates, quantities or specifications for the Goods which is requested by the Customer, or any delay caused by any instructions of the Customer or failure of the Customer to give the Company adequate information or instructions.

(3.3) Any quotation for the cost of delivery of Goods shall apply to delivery of Consignments to addresses in mainland England, Scotland or Wales.


(4.1) Subject to any special terms agreed in Writing between the Customer and the Company: (4.1.1) the Company may invoice the Customer for the price of the Goods on or at any time after delivery of the Goods, unless the Goods are to be collected by the Customer or the Customer wrongfully fails to take delivery of the Goods, in which event the Company shall be entitled to invoice the Customer for the price at any time after the Company has notified the Customer that the Goods are ready for collection or (as the case may be) the Company has tendered delivery of the Goods; (4.1.2) the Customer shall pay the price of the Goods (without any deduction) upon presentation of the Company’s invoice, and the Company shall be entitled to recover the price, notwithstanding that delivery may not have taken place and the property in the Goods has not passed to the Customer. The time of payment of the price shall be of the essence of the Contract.

(4.2) If the Company has received partial payment for any Consignment, it reserves the right to despatch only such part of the Consignment that has been paid for.

(4.3) If the Customer fails to make any payment on the due date then, without prejudice to any other right or remedy available to the Company, the Company may: (4.3.1) cancel the contract or suspend any further deliveries to the Customer; (4.3.2) appropriate any payment made by the Customer to such of the Goods (or the goods supplied under any other contract between the Customer and the Company) as the Company may think fit (notwithstanding any purported appropriation by the Customer); and (4.3.3) charge the Customer interest (both before and after any judgment) on the amount unpaid, at the rate of five per cent per annum above bank of England base rate from time to time, until payment in full is made.


(5.1) The Company may arrange delivery of any Consignment by courier (if the delivery address is mainland England, Scotland or Wales) or by Royal Mail post. For other addresses, the Company will make special arrangements with the Customer.

(5.2) The Company uses packaging designed to ensure that Live Foods arrive in good condition. However, the Company may alter the packaging without notice at any time.

(5.3) If Goods are in stock, they will normally be dispatched to our published schedule . Goods that are not held in stock, or are imported may be subject to delay. Any dates quoted for delivery of the Goods are approximate only and the Company shall not be liable for any delay in delivery of the Goods however caused. Time for delivery shall not be of the essence of the Contract unless previously agreed by the Company in writing.

(5.4) Consignments sent via Royal Mail may take up to four working days to deliver. No claim for lost deliveries will therefore be accepted until at least four working days have passed since dispatch.

(5.5) The Customer is responsible for arranging for the Goods to be received at the address supplied to the Company.

(5.6) If a Consignment is delivered by private courier the Company does not accept liability for a missing delivery (or part delivery) unless the delivery sheet is altered by the Customer before signing for receipt, and a copy of the sheet is supplied to the Company by the Customer within 48 hours of signature. Otherwise, the Company must be informed of non-delivery within 2 days of the due date of dispatch of the Consignment.

(5.7) The Company normally dispatches Live Food on Mondays to Thursdays. The Company will only dispatch Live Food on Fridays, or on days immediately preceding bank or public holidays or where the Consignment may be subject to delay due to industrial action if specifically requested by a Customer PROVIDING THAT the Company will not be liable for damage to or loss of Live Foods dispatched on such days and further that the Customer pays a special delivery fee to be agreed with the Company before dispatch.

(5.8) The Company does not accept liability for damage or loss of Live Foods or Frozen Foods in transit for deliveries outside of mainland England, Scotland or Wales unless the Customer agrees that the Company’s representative should deliver the Live Foods and/or Frozen Foods personally using Company transport and shall pay a special delivery fee to be agreed with the Company at the time of placing an order. In such cases, the Customer shall be responsible for complying with all legislation and regulations governing the importation of Live Foods and/or Frozen Foods into the country of destination and pay all duties thereon.

(5.9) Where the Goods are to be delivered in instalments, each Consignment shall constitute a separate contract and failure by the Company to deliver any one or more of the Consignments in accordance with these Terms or any claim by the Customer in respect of any one or more Consignments shall not entitle the Customer to treat the Contract as a whole as repudiated.

(5.10) If the Customer fails to take delivery of the Goods or fails to give the Company adequate delivery instructions (otherwise than by reason of the Company’s fault) then, without prejudice to any other right or remedy available to the Company, the Company may: (5.10.1) refuse to deliver any further Consignments; and (5.10.2) store the Goods until actual delivery and charge the Customer for the reasonable costs (including insurance) of storage; or (5.10.3) sell the Goods at the best price readily obtainable and (after deducting all reasonable storage and selling expenses) account to the Customer for the excess over the price under the Contract or charge the Customer for any shortfall below the price under the Contract.


(6.1) Risk of damage to or loss of the Goods shall pass to the Customer at the time of delivery or, if the Customer wrongfully fails to take delivery of the Goods, the time when the Company has tendered delivery of the Goods.

(6.2) Notwithstanding delivery and the passing of risk in the Goods, or any other provision of these Terms, the property in the Goods shall not pass to the Customer until the Company has received in cash or cleared funds payment in full of the price of the Goods and all other Goods agreed to be sold by the Company to the Customer for which payment is then due.

(6.3) Until such time as the property in the Goods passes to the Customer, the Customer shall hold the Goods as the Company’s fiduciary agent and bailee, and shall keep the Goods separate from those of the Customer and third parties and properly stored, protected and insured and identified as the Company’s property, but the Customer may resell or use the Goods in the ordinary course of its business.

(6.4) Until such time as the property in the Goods passes to the Customer, (and provided the Goods are still in existence and have not been resold), the Company shall be entitled at any time to require the Customer to deliver up the Goods to the Company and, if the Customer fails to do so forthwith, to enter upon any premises of the Customer or any third party where the goods are stored and repossess the Goods.


(7.1) Subject to the following provisions, the Company warrants that the Goods will be fit for any specific purpose notified to the Company in writing, and correspond with their specification at the time of delivery. Frozen Food shall be of satisfactory quality for a period of 1 month from delivery.

(7.2) The above warranty is given by the Company subject to the following conditions: (7.2.1) The Company shall be under no liability in respect of any Goods arising from any specification or other details (including delivery details) supplied by the Customer; (7.2.2) Live Foods are subject to shrinkage of up to 10% during transit and therefore no liability is accepted for shrinkage up to this figure; (7.2.3) the Company shall be under no liability under the above warranty (or any other warranty, condition or guarantee) if the total price for the Goods has not been paid by the due date for payment; (7.2.4) the above warranty does not extend to Goods not bred by the Company, in respect of which the Customer shall only be entitled to the benefit of any such warranty or guarantee as is given by the breeder or manufacturer to the Company; (7.2.5) the Company accepts no liability to the Customer in respect of any damage, destruction or loss howsoever caused by Live Foods after delivery to the Customer. The Customer shall be solely responsible for ensuring that the Goods are stored and used safely and appropriately; (7.2.6) upon receipt of Live Foods (except pre-packed tubs), the Customer must transfer the Goods into containers suitable for the storage of those Goods.

(7.3) Subject as expressly provided in these Terms, and except where the Goods are sold to a person dealing as a consumer (within the meaning of the Unfair Contract Terms Act 1977), all warranties, conditions or other terms implied by statute or common law are excluded to the fullest extent permitted by law.

(7.4) Where the Goods are sold under a consumer transaction (as defined by the Consumer Transactions (Restrictions on Statements) Order 1976) the statutory rights of the Customer are not affected by these Terms.

(7.5) Except in respect of death or personal injury caused by the Company’s negligence, or liability for defective products under the Consumer Protection Act 1987, the Company shall not be liable to the Customer by reason of any representation (unless fraudulent), or any implied warranty, condition or other term, or any duty at common law, or under the express term of the Contract, for loss of profit or for any indirect, special or consequential loss or damage, costs, expenses or other claims for compensation whatsoever (whether caused by the negligence of the Company, its employees or agents or otherwise) which arise out of or in connection with the supply of the Goods (including any delay in supplying or any failure to supply the Goods in accordance with the Contract or at all) or their use or resale by the Customer, and the entire liability of the Company under or in connection with the Contract shall not exceed the price of the Goods, except as expressly provided in these Terms.

(7.6) The Company shall not be liable to the Customer or be deemed to be in breach of the Contract by reason of any delay in performing, or any failure to perform, any of the Company ‘s obligations in relation to the Goods, if the delay or failure was due to any cause beyond the Company ‘s reasonable control. Without limiting the foregoing, adverse weather conditions, strikes, lock-outs or other industrial actions or trade disputes (whether involving employees of the Company or of a third party) shall be regarded as causes beyond the Company’s reasonable control.


(8.1) Any claim by the Customer that Live Foods arrived dead must be notified to the Company within 24 hours of delivery. Any claim by the Customer which is based on any defect in the quality or condition of any other Goods or their failure to correspond with the specification shall (whether or not delivery is refused by the Customer) be notified to the Company within 7 days from the date of delivery or (where the defect or failure was not apparent on reasonable inspection) within a reasonable time after discovery of the defect or failure. The Customer must e-mail the Company to obtain a return authorisation number which must be shown on the outside of the package containing returned Goods. All returned Goods must be accompanied by a copy of the delivery note and a note of the reason/cause for return. If the Customer does not notify the Company accordingly, the Customer shall not be entitled to reject the Live Foods or the other Goods and the Company shall have no liability for such defect or failure, and the Customer shall be bound to pay the price as if the Consignment had been delivered in accordance with the Contract.

The customer may be required to return the faulty goods. The cost of returning faulty items will be met by the company by reimbursing the customer the actual return postage cost and this only, providing they are returned by first class Royal Mail post unless an alternative has been previously agreed with the company. The company will not be held liable for any other expenses incurred in connection with the return of faulty goods nor will it be held liable towards any claim for compensation relating to the return of a faulty item.

(8.2) Where any valid claim in respect of any of the Goods which is based on any defect in the quality of condition of the Goods or their failure to meet specification is notified to the Company in accordance with these Terms, the Company shall be entitled to replace the Goods (or the part in question) free of charge or, at the Company’s sole discretion, refund to the Customer the price of the Goods (or a proportionate part of the price), but the Company shall have no further liability to the Customer.

(8.3) If the returned Goods are found not to be faulty, the Company reserves the right to charge an administration fee and return postage and packing.


(9.1) Any notice required or permitted to be given by either party to the other under these Terms shall be in writing addressed to that other party at its registered office or principal place of business or such other address as may at the relevant time have been notified pursuant to this provision to the party giving notice.
(9.2) No waiver by the Company of any breach of the Contract by the Customer shall be considered as a waiver of any subsequent breach of the same or any other provision.
(9.3) If any provision of these Terms is held by a court or other competent authority to be invalid or unenforceable in whole or in part the validity of the other provisions of these Terms and the remainder of the provision in question shall not be affected.
(9.4) A person who is not a party to this Agreement has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of the Contract but this does not affect any right or remedy of a third party which exists or is available apart from that Act.
(9.5) The Company will take all reasonable precautions to keep the details of orders and payments secure, but unless the Company is negligent, the Company will not be liable for unauthorised access to information supplied.
(9.6) The Company will only use the information provided for the purpose of fulfilling orders and to notify Customers of products and offers that may be of interest from time to time. A Customer can correct any information, or ask for information to be deleted, by giving written notice to the Company.
(9.7) The Contract shall be governed by the laws of England, and the Customer agrees to submit to the non-exclusive jurisdiction of the English courts.


We aim to be completely clear about what information we hold about you the customer and how we use it. For our website to function you must allow the use of cookies on our webpage, When you allow your browser to use cookies on our webpages we accept this an agreement that you are giving us your consent to do so and that you are happy for us to use cookies for the following purposes.. 

To process your order we will collect your Name, address, e-mail and telephone number. These details will be held on remote secure servers the only people who have access to this information are ourselves and our agents responsible for providing our shopping cart technology for the purposes of site maintenance. We will only use your information for the purposes of order fulfilment, Customer service, Accounting and our own marketing (if we have your prior consent). When you order on our website you are required to register your details, they will be kept until you request that your registration be cancelled.

Your credit or debit card details are NOT recorded / stored by us and we never have access to them. Your credit/debit card details are used by our 'Third Party' payment proccessors PayPal (www.paypal.co.uk) for their data handling information please see their websites.

Should you send us an e-mail / letter we will hold a copy of all correspondence to and from us in connection with any query. These are only kept for the practice of good customer service, enabling us to trace any query or complaint. These are stored on a secure computer system and are only retained for as long as is necessary.

All visitors to our websites have their I.P address logged, from this we are able to identify (should the need arise) your unique Internet address assigned to you by your Internet provider. This is for the prevention of Internet fraud. Other information is also gathered and stored alongside your IP address this will include The webpage you entered our site from, the search engine you entered from, The search keywords you used, Your Internet browser, your computers operating system, Your computers screen resolution, The pages you viewed, the length of time each page was viewed, your computers processor and your country of residence. This information is gathered by the use of 'cookies' and is used for fraud prevention, website enhancement and statistical analysis.



WEEE Regulations:


The Waste Electrical and Electronic Equipment (WEEE) Directive is now UK law. The legislation aims to make producers pay for the collection, treatment and recovery of waste electrical equipment.  The regulations also mean that suppliers of equipment like high street shops and Internet retailers must allow consumers to return their waste equipment free of charge.


The amount of WEEE we throw away is increasing by around 5% each year, making it the fastest growing waste stream in the UK.


·         Much of the UK’s WEEE ends up in landfill, where the lead and other toxins it contains can cause soil and water contamination. This can have a harmful effect on natural habitat, wildlife and also human health.


·         Many electrical items that we throw away can be repaired or recycled.  Recycling items helps to save our natural finite resources and also reduces the environmental and health risks associated with sending electrical goods to landfill.  


Distributors of new Electric and Electronic Equipment (EEE) have a part to play in reducing the amount of WEEE going into landfill sites.


Livefoods By Post Ltd  is obliged under these regulations to offer our customers free take-back of their WEEE on a like-for-like basis when they buy a new Electrical or Electronic product from us.


For example, if a customer bought a new Thermostat from us we would accept their old thermostat and prevent it going into a landfill site by disposing of it safely. Customers must return their WEEE item to us within 28 days of purchasing their new item.


Under the WEEE Regulations, all new electrical goods should now be marked with the crossed-out wheeled bin symbol shown below:

Goods are marked with this symbol to show that they were produced after 13th August 2005, and should be disposed of separately from normal household waste so that they can be recycled.

How do you return WEEE items to Livefoods By Post Ltd?

Here's an extract from the website of the department responsible for overseeing the implementation of the WEEE regulations, http://www.vca.gov.uk :

Take-back from online / mail order stores: If as a distributor you sell EEE via the Internet or mail order, and you have not joined the DTS, you will still need to provide a take-back service to the customer. The customer must be provided with an address that they can physically return, or send their WEEE items to. Customers wishing to return a WEEE item must pay for any transport costs incurred in returning the WEEE item to you.

What this means is that you should send items you are replacing back to us, at the following address:

WEEE RETURN, Livefoods by post Ltd, 76 Fairlee Road, Newport, IOW, PO30 2EL

Cancellations, returns and refunds

All customers have the right to cancel their order under the Consumer Contracts (Information, Cancellation & Additional Charges) Regulations.

 Your right to cancel an order for goods starts the moment you place your order and ends 14 days from the day you receive your goods.

 To meet the cancellation deadline, please notify us via email or phone about cancelling the order before the cancellation period has expired.

Changing your mind...

When purchasing from livefoodsbypost.co.uk you are protected by the distance selling regulations, this gives you the right to return any unopened, unused, non perishable, non special order item to us for a full refund within fourteen days of delivery.  

Buyers must bear the costs of returning any unwanted items and we strongly advise you use an insured method with tracking or proof of delivery for return as we will not accept any liability for returned items until they have arrived safely back to us, or for any items that are damaged in transit during return.

Please contact us on sales@livefoodsbypost.co.uk if you wish to return an item for prior authorisation.

All purchases are protected by the Distance selling regulations and your statutory rights are unaffected

If you believe an item is faulty....

If your item is faulty, please contact us first using sales@livefoodsbypost.co.uk as you will be suprised at how many problems are not actual faults and can be rectified via e-mail.

If we cant solve the problem then we will either arrange collection of the item or ask you to post it back to us so we can examine the item and send you a replacement or refund.

Each complaint is treated individually and we will do whatever we can to make sure you are inconvenienced as little as possible, However we will always in

sist that a faulty item is returned before any replacement or refund is given with no exceptions.

All purchases are protected by the sales of Goods act and your statutory rights are unaffected

« Back