Terms of service

Terms of Service

Last updated: [16/07/2026]

Please read these Terms of Service ("Terms") carefully before using this website or placing an order. By placing an order with us, you agree to be bound by these Terms.

1. About Us

This website is operated by an unincorporated sole trader business ("we", "us", "our"), trading as [RETRO POCKET]. We are not a registered limited company; this business is operated by an individual as a sole trader.

  • Trading name: [RETRO PCOKET]
  • Contact email: [altitudebusinessinquiries@gmail.com]
  • Business location: Wirral, United Kingdom

As a sole trader, the individual operating this business is personally responsible for its trading activities.

2. Products

We sell confectionery and related products as described on our website. We make reasonable efforts to display product descriptions, images, and pricing accurately, but:

  • Product images are for illustrative purposes and actual packaging/appearance may vary slightly.
  • We do not guarantee that colours, packaging, or product batches shown will exactly match what is delivered.
  • Availability of any product is not guaranteed until an order is confirmed.

3. Orders & Payment

  • All orders are subject to acceptance and availability.
  • We reserve the right to refuse or cancel any order at our discretion, including in cases of pricing errors, suspected fraud, or stock unavailability.
  • Payment must be made in full at the time of ordering via the payment methods provided at checkout.
  • Prices are listed in the currency shown at checkout. We are not currently VAT-registered, so no VAT is added to prices.
  • We ship to customers in multiple countries. Import duties, customs fees, or local taxes charged on delivery in your country are your responsibility and are not included in the order price.

4. Order Cancellations

Orders cannot be cancelled or amended once placed. There is no self-service cancellation option — please check your order carefully before completing checkout.

The only exception is your statutory cancellation right under the Consumer Contracts Regulations 2013 (see Section 6), which — where it applies — must be requested by emailing [altitudebusinessinquiries@gmail.com] directly. It is not available as an automatic option at checkout or through any returns portal.

5. Returns & Refunds

We do not accept returns or offer refunds for change of mind, ordering the wrong item, or simply not liking a product. There is no automated returns process on this site.

The only returns we will accept are those we are legally required to honour under Sections 6 and 7 below — and even then, only by emailing us directly at [altitudebusinessinquiries@gmail.com]. We do not process returns or refund requests through any other channel, and requests that don't fall under Section 6 or 7 will not be accepted.

6. Legal Right to Cancel (Cooling-Off Period)

By law (Consumer Contracts Regulations 2013), you have 14 days from delivery to cancel an online order for a full refund, without giving a reason — but for us this only applies if the item is still sealed/unopened, since opened food items are excluded from this right on hygiene grounds.

To use this right where it applies, email [altitudebusinessinquiries@gmail.com] within 14 days of delivery. We'll confirm next steps, including returning the item unopened at your own cost. Refund issued within 14 days of us receiving it back.

7. Faulty, Damaged, or Incorrect Items

If an item arrives faulty, damaged, not as described, or wrong, you're legally entitled to a repair, replacement, or refund under the Consumer Rights Act 2015 — this can't be excluded by our no-returns policy.

To claim this, email [altitudebusinessinquiries@gmail.com] within a reasonable time of delivery, with photos of the issue. We'll sort a repair, replacement, or refund from there. This is the only route for any post-delivery issue — there is no return option through the site itself.

7a. International Customers

This store ships to customers worldwide. Sections 6 and 7 above are written with reference to UK consumer law, as that is the law we are based under. However:

  • If you are ordering from outside the UK, you may have additional or different mandatory consumer protection rights under the law of your own country (for example, EU rules on withdrawal rights and defective goods, or equivalent consumer guarantee laws elsewhere).
  • Nothing in these Terms is intended to remove or reduce any statutory right you're entitled to under the law of the country you're ordering from, where that law applies to your purchase and cannot be excluded by agreement.
  • If a mandatory right in your country goes further than what's described in Sections 6 and 7, that right still applies — please contact us at [altitudebusinessinquiries@gmail.com] and we'll deal with it in line with your local law.
  • For any claim, our contact and process is the same regardless of your location: email us, don't use a returns portal, and include order details and photos where relevant.

8. Delivery

  • Estimated delivery times are provided at checkout and are not guaranteed.
  • Risk in the products passes to you once the products have been delivered to the address provided at checkout.
  • We are not responsible for delays caused by courier services, incorrect address details provided by the customer, or events outside our reasonable control.

9. Allergens & Food Safety

  • Product listings include available allergen information where possible, but we recommend customers with allergies or dietary requirements check ingredient details carefully or contact us before ordering.
  • We are not liable for allergic reactions where accurate allergen information was provided and the customer did not check it prior to consumption.

10. Limitation of Liability

To the fullest extent permitted by law:

  • We are not liable for any indirect or consequential loss arising from your use of this website or products purchased.
  • Our total liability to you for any claim arising from an order is limited to the amount paid for that order.
  • Nothing in these Terms limits liability for death or personal injury caused by negligence, fraud, or any other liability that cannot be excluded under UK law.

11. Complaints

If you have a complaint about an order, please contact us in the first instance at [altitudebusinessinquiries@gmail.com] so we can try to resolve it directly.

12. Changes to These Terms

We may update these Terms from time to time. The version posted on this website at the time of your order will apply.

13. Governing Law

These Terms are governed by the laws of England and Wales, and disputes are subject to the courts of England and Wales, except where mandatory consumer protection laws of your own country give you the right to bring a claim in your local courts instead — see Section 7a.

14. Contact

For any questions about these Terms, please contact:

[RETRO POCKET] Email: [altitudebusinessinquiries@gmail.com] Location: Wirral, United Kingdom

This document is a general template and does not constitute legal advice. As an unincorporated sole trader, you remain personally liable for the business, and you should have this reviewed by a solicitor or business advisor (e.g. via your local Citizens Advice or a free initial consultation) before relying on it, particularly around the statutory cooling-off and consumer rights sections, which cannot legally be waived.