Terms and Conditions of Sale
Last Updated: 06.2026

About these Terms and Conditions of Sale

These are the terms and conditions (“Terms”) for the sale and purchase of the goods (“Goods”) listed on the website www.mcqueensdairies.co.uk (“Website”).
Please read these Terms carefully, together with the privacy policy which can be found here: https://www.mcqueensdairies.co.uk/privacy-and-cookies-policy/ (“Privacy Policy”)
Our terms govern McQueens Dairies Ltd ’s relationship with you in relation to the Website and all purchases of Goods made by you on the Website.
In these Terms and Conditions the term ‘McQueens Dairies Ltd’ or ‘us’ or ‘we’ or ‘McQueens’ or ‘mcqueensdairies.co.uk’ or the ‘Company’ refers to the owner of the website, McQ Dairies Ltd, whose registered office is at 20 High Craighall Road, Glasgow, G4 9UD.
Our company registration number is SC246355.
Our VAT number is 607 5064 53. Our main contact telephone number is 0330 555 5588.
This website and its content is copyright of McQueens Dairies Ltd – © McQueens Dairies Ltd 2020. All rights reserved.
References to the Website in these Terms apply to the Website however you may access it whenever you access the Website when optimised for use on mobile or tablet devices.We may update these Terms, Privacy Policy and Terms of Use at any time. You should check these Terms before placing each order to ensure that you are aware of any changes.
Please note that by placing an order, you agree to these Terms.
Before placing an order, if you have any queries relating to these Terms, please call our customer call centre (“Call Centre”) on 0330 555 5588 (local rate). Our Call Centre is open from 8.30 am – 5pm Monday – Friday.
You may subscribe to our services if you are aged 18 or over and the services will be used at your home in the United Kingdom. You must ensure that the details provided by you on registration are accurate and kept up to date, and you must inform us immediately of any changes by updating your personal details.
These Terms of Sale, and any subscription service between us, is only in the English language.
These Terms do not affect your statutory rights.
1 How the subscription service is Formed between You and Us
1.1 The Website will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each page of the order process.
1.2 All purchases made on the Website are governed by the latest version of these Terms existing at the time of order. Accordingly, you should check prior to each order to ensure that you understand the precise Terms applicable to your purchase. To assist you in determining whether the Terms have changed since your most recent order we will display the date when these Terms were most recently updated at the top of this page. Prior to placing an order, you will be asked to confirm that you have read and accepted these Terms.
1.3 You can reduce quantities or remove items up to 5pm on the day before your scheduled delivery. Quantity increases and new items require at least 3 days’ notice before delivery.
1.4 If you make any amendments to an order (such as adding or removing Goods) after payment has been processed or your Direct Debit mandate has been raised, your account will be adjusted accordingly. Any reduction in the value of your order will be applied as a credit to your account. Any increase in the value of your order will be charged to your account and may be collected as part of your next payment, depending on your billing arrangement.
1.5 The placing of Goods on our Website is an invitation to accept offers for those Goods; it is not an offer to sell at the listed price. By placing an order on our Website, you make an offer to purchase in accordance with these Terms.
1.6 All orders remain subject to product availability and delivery availability. If we are unable to fulfil all or part of your order, we will notify you as soon as reasonably practicable and make any necessary adjustment to your account.
1.7 Goods will not be supplied for the purposes of resale and are only supplied for your own use as a consumer. Images of the Goods are provided for illustration purposes only. We cannot guarantee that your computer or phone’s display of the colours accurately reflects the colour of the Goods. The packaging of the Goods may vary from that shown on images on the Website. We may have to substitute packaging temporarily in the event of external issues.
1.8 We aim to deliver your Goods on the scheduled delivery date. However, we may occasionally need to amend delivery dates due to operational requirements, including delivery route planning, round logistics, driver availability, adverse weather, or other factors affecting our service. Where possible, we will notify you in advance and deliver your Goods on the next available delivery day.

2 Customer Registration and Placing an Order for Goods
2.1 To place an order, you will need a valid email address and telephone or mobile number.
2.2 You may only register one McQueens Dairies Ltd account per household at any time. If we identify multiple active accounts registered to the same email address and household, we reserve the right to cancel any duplicate account(s). Where payment has been taken in respect of a duplicate account, we will credit any amounts paid for undelivered Goods. We will make reasonable efforts to notify you of any such cancellation as soon as reasonably practicable.
2.3 McQueens Dairies provides a subscription delivery service and does not generally offer one-off orders. By placing an order, you are signing up for a recurring subscription for the Goods selected by you. Your Goods will be delivered on a regular basis in accordance with your chosen delivery schedule until your subscription is cancelled in accordance with these Terms.
2.4 By placing an order you agree to pay for the Goods supplied under your subscription in accordance with these Terms.Following your initial payment, future payments will be collected automatically using your chosen payment method. Depending on your account type, payments may be collected either in advance of delivery or in arrears. Further details of your billing arrangement will be provided at the point of purchase and within your account.
2.5 We may run new customer offers from time to time via the Website or our social media channels. Offers will usually require the entry of a discount offer or discount code before payment is made in order to redeem an offer. The terms and conditions for all our offers will contain full information on offer redemption, and set out any specific restrictions, where applicable. These new customer offers only apply to new customers.
2.6 The prices stated on the Website will be inclusive of any VAT payable, unless otherwise stated.
2.7 We take all reasonable care to ensure that the prices of Goods are correct at the time when the relevant information was entered onto the system. All prices are subject to change. It is always possible that, despite our reasonable efforts, some of the Goods on our Website may be incorrectly priced. We will normally check prices as part of our dispatch procedures so that:
2.8 Where the Goods correct price is less than the price stated on our website, we will charge the lower amount when dispatching the Goods to you. Where you have paid in advance for an order, we will refund within 1 week of delivery the difference between the price paid and the lower amount; and
2.9 If the Goods correct price is higher than the price stated on our website, we will charge the lower amount when dispatching the Goods to you.
3 Order Confirmations
3.1 After you place an order, you will receive an e-mail from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted.
3.2 When you place an order, we will carry out an initial postcode check to confirm that your area is within our delivery network. All orders remain subject to further validation by us, and we reserve the right to cancel an order and issue a refund if, following validation, we determine that delivery to your address is not possible.
3.3 Once an order is confirmed, we are under an obligation to deliver conforming Goods subject always to the availability of the relevant Goods and you are under an obligation to pay.
4 How to Pay
4.1 You may pay for your subscription using any payment method made available by McQueens Dairies from time to time, including Direct Debit, recurring card payment, Apple Pay, Google Pay, debit card or credit card (excluding American Express). The payment methods accepted by us are those displayed at checkout or otherwise made available through the customer portal.
4.2 By placing an order and providing your payment details, you authorise McQueens Dairies to collect recurring payments for Goods supplied under your subscription using your chosen payment method. The amount charged may vary depending on the Goods included in your subscription and any amendments made by you.
4.3 Payments may be collected either in advance of delivery or in arrears, depending on the billing arrangements applicable to your account. We reserve the right to change billing arrangements where reasonably required and will notify you of any material changes.
4.4 If changes are made to an order after payment has been processed, any reduction in the value of the order will be applied as a credit to the customer’s account. Any increase in the value of the order will be charged to the customer’s account and collected in accordance with the customer’s billing arrangement.
4.5 Any outstanding balance owed to McQueens Dairies remains payable following suspension or cancellation of a subscription. McQueens Dairies reserves the right to take reasonable steps to recover any amounts due.

5 Direct Debit Guarantee
5.1 The Guarantee is offered by all banks and building societies that accept instructions to pay Direct Debits
5.2 If there are any changes to the amount, date or frequency of your Direct Debit McQueens Dairies will notify you in advance of your account being debited or as otherwise agreed. If you request McQueens Dairies to collect a payment, confirmation of the amount and date will be given to you at the time of the request.
5.3 If an error is made in the payment of your Direct Debit, by McQueens Dairies or your bank or building society, you are entitled to a full and immediate refund of the amount paid from your bank or building society.
5.4 If you receive a refund you are not entitled to, you must pay it back when McQueens Dairies asks you to
5.5 You can cancel a Direct Debit at any time by contacting your bank or building society. Written confirmation may be required. Please also notify McQueens Dairies. Cancelling a Direct Debit does not automatically cancel your subscription and any outstanding amounts owed to McQueens Dairies will remain payable in accordance with these Terms.
6 Payment Failures and Outstanding Balances
6.1 Customers are responsible for ensuring that valid and up-to-date payment details are maintained on their account at all times, in accordance with Section 4 (How to Pay). Where available, payment details may be updated through the customer portal or by contacting Customer Services.
6.2 If a payment fails for any reason, including where a payment method has expired, been cancelled, or has insufficient funds available, McQueens Dairies may attempt to collect payment again using the payment method held on the account or a secondary payment method if it has been provided. We may also contact you to request updated payment details or an alternative payment method.
6.3 If payment cannot be successfully collected, McQueens Dairies reserves the right to restrict deliveries, reduce quantities, suspend the account, or suspend further deliveries until payment has been received or suitable payment arrangements have been agreed.
6.4 McQueens Dairies may suspend deliveries where an account falls into arrears, exceeds any credit limit applied to the account, or where an outstanding balance remains unpaid. Any outstanding balance remains payable following suspension or cancellation of the subscription.
6.5 If payment remains outstanding following reasonable attempts to recover the debt, McQueens Dairies reserves the right to refer the matter to a debt collection agency, pursue recovery through the courts, or take any other lawful action available to recover the amounts owed.
6.6 McQueens Dairies reserves the right to refuse, suspend or terminate service to an address where there is a history of payment default or where we reasonably believe future payments may not be made.
7 Delivery
7.1 Delivery will be made to the address specified by you when you register on the Website. Delivery is currently provided without a standard delivery charge, although additional charges or temporary surcharges may apply.
7.2 When you register on the Website you will be advised on whether we deliver to your area and the days which we delivery in your area.
7.3 Delivery outside of these days is not available unless we notify you otherwise.
7.4 We reserve the right to restrict or cease deliveries in any area at our sole discretion. We will provide reasonable advance notice of any restriction or cessation of deliveries in your area. If delivery dates are restricted and you are not happy with the proposed revised delivery days for your Regular Order you may cancel the order. If we cease to deliver in your area your Regular Order will be cancelled. In the event of any payment received in respect of a cancelled order we will aim to issue a refund to you within 24 hours of receiving notice of cancellation. The time taken for refunded funds to appear in the customer’s account will depend on the customer’s payment provider.
7.5 We aim to make all deliveries between 11pm and 7am. Due to the nature of our business we cannot guarantee your order will be delivered by a certain time.
7.6 All Goods are subject to availability and prevailing market conditions. We may at our discretion limit the quantities of Goods (particularly any Goods on special offer) supplied to any customer if in our opinion the quantity ordered jeopardises availability for other customers. If we do so we may offer a reasonable substitute in accordance with paragraph 9 below.
7.6.1 Delivery shall be deemed to take place when the Goods are delivered to the delivery address provided by you
7.6.2 If you are going on holiday or you will be absent from your delivery address for a period of time and you would like to postpone your Regular Order deliveries please log-in to your customer portal to add your holiday dates or contact us via our Call Centre on 0330 555 5588 (local rate) or via our Live Chat. If you do not inform us of the dates you will be away from your delivery address then your deliveries will continue to be made as normal and you will still be charged for deliveries.
7.6.3 In the event of non-delivery of Goods, please notify us within 48 hours of when the Goods should have arrived.
7.6.4 We are only able to deliver to flats or apartment blocks where there is direct, ground-level access that does not require a key, fob or access code.
If you live in a flat or apartment, please ensure that your delivery location is accessible and suitable for unattended early morning deliveries.
7.6.5 We reserve the right to suspend or cancel deliveries where we are unable to access the delivery location safely, securely or in accordance with our delivery requirements.
8 Refunds and Credits
8.1 Where a refund or credit is due, McQueens Dairies may, at its discretion, apply a credit to your account or issue a refund using the payment method originally used to make the payment.
8.2 Account credits will be automatically applied against future deliveries and charges on your account.
8.3 Where a refund is issued, McQueens Dairies will process the refund as soon as reasonably practicable. The time taken for refunded funds to appear in your account will depend on your payment provider.
8.4 If Goods are not delivered, are delivered in error, or a billing error occurs, McQueens Dairies may issue an account credit or refund as appropriate.
8.5 Where a subscription is cancelled, any refund due will be calculated after taking into account any outstanding charges, credits, undelivered Goods and amounts owed to McQueens Dairies.
8.6 Nothing in these Terms affects any statutory rights you may have under applicable consumer protection laws.
9 Substitutions
9.1 In the event of non-availability of any Goods you order, or we limit the quantity of particular Goods that you have ordered, we may offer a reasonable substitute.
9.2 Where a substitute item is offered in place of any Goods ordered, every effort will be made to bring you a product of equivalent or better quality and value as the original item and the price you will be charged will be the lesser of the original Goods ordered and the substitute item and where appropriate receive a refund for the difference.
9.3 We may change our product range from time to time. If a product in your Regular Order is being discontinued, we will let you know. Where a suitable replacement is available, we will automatically update your Regular Order. If no direct replacement is available, we may suggest an alternative product.
9.4 If you are dissatisfied with a substitute item provided by us, please contact Customer Services. We will review the circumstances and, where appropriate, provide a refund or account credit.

10 Defective or Incomplete Goods
10.1 We are under a legal duty to supply products that are in conformity with these terms & conditions and each of the Goods is sold subject to its product description which can be found on the relevant page for those Goods.
10.2 If you think that any of the Goods you have received does not match its description, is not of satisfactory quality, does not meet any relevant guarantee we have made, or is otherwise faulty or defective, then please contact our Call Centre on 0330 555 5588 who will do their best to help you and, where applicable, arrange for a refund or account credit in accordance with Section 8 (Refunds and Credits). We reserve the right to ask you to send us reasonable evidence of any of the Goods affected by such issues.
10.3 We ask that you notify us of any issues as soon as reasonably possible and, where practicable, before the expiry of any “use by”, “best before” or “BBE” date shown on the product, or within 3 working days of delivery where no such date is provided. This helps us investigate and resolve issues effectively. Nothing in this clause affects your statutory rights.
11 Our Liability to You
11.1 If we fail to comply with these Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable.
11.2 Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into the subscription service.
11.3 We do not in any way exclude or limit our liability to you for:
11.3.1 death or personal injury caused by our negligence;
11.3.2 fraud or fraudulent misrepresentation;
11.3.3 liability which may not be limited or excluded under section 31(1) of the Consumer Rights Act 2015;
11.3.4 defective products under the Consumer Protection Act 1987; or
11.3.5 any other matter for which it would be illegal for us to exclude or attempt to exclude our liability.
11.4 We only supply the Goods for domestic and private use. If you use the Goods for any commercial, business or resale purposes, we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
12 Events Outside Our Control
12.1 We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations during the subscription service that is caused by an Event Outside Our Control. An Event Outside Our Control is defined below in paragraph 12.2.
12.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, pandemics, subsidence, epidemic or other natural disaster, cyber-attack, or failure of public or private telecommunications networks or impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport or disruption to the Website or Call Centre.
12.3 If an Event Outside Our Control takes place that affects the performance of our obligations under these terms & conditions:
12.3.1 we will contact you as soon as reasonably possible to notify you; and
12.3.2 our obligations under these terms & conditions will be suspended and the time for performance of our obligations will be extended for the duration of the Event Outside Our Control. Where the Event Outside Our Control affects our delivery of Goods to you, we will arrange a new delivery date with you after the Event Outside Our Control is over.
13 Cancellation and Returns
13.1 You may cancel, amend or correct an order before delivery in accordance with the cut-off times set out in these Terms.
13.2 You may cancel your Regular Order or subscription by contacting our customer service team on 0330 555 5588. Where a cancellation request is received before the applicable cut-off time, the next scheduled delivery will be cancelled. Requests received after the cut-off time will take effect from the following scheduled delivery.
13.3 As the majority of our products are fresh and perishable food items, they are exempt from the 14-day cooling-off period that would otherwise apply to distance sales under consumer protection legislation.
13.4 Once delivered, milk, dairy products, bread, eggs, juices, yoghurts and other fresh food products cannot be cancelled or returned simply because you have changed your mind.
13.5 Nothing in these Terms affects your statutory rights. Please refer to Section 10 if Goods are faulty, damaged or not as described.
13.6 Any refund or credit due following cancellation will be handled in accordance with Section 8 (Refunds and Credits)
14 Missing Bottle Returns
14.1.1 Certain Goods supplied by McQueens Dairies are provided in reusable glass bottles or other returnable packaging which remain the property of McQueens Dairies.
14.1.2 Customers are responsible for arranging the return of any reusable bottles and returnable packaging following cancellation of their subscription or where they are no longer required. You can do this by contacting our customer service team on 0330 555 5588.
15 How we use your information
15.1 Please refer to the McQueens Privacy Notice for information on how we use your personal information.
16 Contacting Us
16.1 If you have any feedback or a complaint about a McQueens Dairies Ltd product you have bought, or a query regarding a delivery, please contact us by phone on 0330 555 5588 (local rate).
16.2 You may also be able to contact us via email or other channels listed on our website, where available.
16.3 If we are unable to resolve a complaint directly with you, you may pursue the matter through the appropriate legal channels. Nothing in these Terms affects your statutory rights as a consumer.
17 Other Important Terms
17.1 We may transfer our rights and obligations under these terms and conditions to another organisation, but this will not affect your rights or our obligations under these Terms. We will always notify you by posting on the Website if this happens.
17.2 You may only transfer your rights or your obligations under these Terms to another person if we agree in writing.
17.3 The subscription service is between you and us. No other person shall have any rights to enforce any of its terms, whether under the Contracts (Rights of Third Parties) Act 1999 or otherwise.
17.4 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.
17.5 If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.
17.6 The formation, existence, construction, performance, validity and all aspects whatsoever of these Terms or of any paragraph of these Terms will be governed by the law of England and Wales and you can bring proceedings in respect of the Goods in the English and Welsh courts. If you live in Scotland, you can bring proceedings in respect of the Goods in either the Scottish or the English courts.