Terms of service
Last updated: 8 August 2026
These Terms of Service explain the rules that apply when you visit, browse, use or buy from the Grainwolf website.
This website is operated by:
Mark Hoskins trading as Grainwolf
41 Brockworth Crescent
Bristol
BS16 1HQ
United Kingdom
Email: info@grainwolf.com
In these Terms, “Grainwolf”, “we”, “us” and “our” mean Mark Hoskins trading as Grainwolf. “You” and “your” mean the person using our website or buying from us.
By using our website, you agree to these Terms. If you do not agree, you should not use the website.
1. CONSUMER RIGHTS
Nothing in these Terms affects your statutory rights as a consumer.
If you are purchasing as a consumer, you have legal rights in relation to goods that are faulty, damaged, not as described, not fit for purpose or not of satisfactory quality. These rights are not limited by these Terms.
2. ABOUT GRAINWOLF
Grainwolf is a UK-based matcha and ritual brand.
Our website is hosted by Shopify, which provides the ecommerce platform that allows us to operate our online store and provide related services.
Any purchases made through our website are made directly with Grainwolf, not Shopify.
3. PRE-LAUNCH STATUS
Grainwolf may operate parts of the website in pre-launch mode before products are available to buy.
Pages, product previews, launch information, waitlist forms, guides, emails, images and descriptions shown before launch are provided for information and brand-building purposes only.
Joining the Grainwolf Founding Pack or waitlist does not create an order, reserve stock, guarantee product availability, guarantee pricing or oblige you to purchase anything.
We may update, change, delay, withdraw or cancel a planned product, offer, launch date or release before orders are opened.
4. USING THE WEBSITE
You agree to use the website only for lawful purposes.
You must not:
- use the website in a way that breaches applicable law;
- interfere with the security, operation or availability of the website;
- attempt to gain unauthorised access to any part of the website;
- upload or transmit viruses, malware or harmful code;
- scrape, copy, extract or misuse website content without permission;
- impersonate another person;
- provide false, misleading or inaccurate information;
- use the website to send spam or unsolicited communications;
- use the website in a way that unlawfully harms Grainwolf, Shopify, customers or other users.
We may suspend or restrict access to the website if we reasonably believe these Terms have been breached.
5. ACCOUNTS
If customer accounts are available, you are responsible for keeping your login details confidential.
You must provide accurate and current information when creating an account or placing an order.
You are responsible for activity carried out through your account unless the activity was caused by our failure to use reasonable care.
You should contact us immediately if you believe your account has been accessed without permission.
6. PRODUCT INFORMATION
We take reasonable care to describe our products accurately.
Product images, colours and packaging may appear differently depending on your device, screen settings, lighting and photography.
Product descriptions, images, ingredients, serving suggestions, packaging, prices and availability may change from time to time before an order is accepted.
Before placing an order, please read the product page carefully, including the ingredients, preparation information and any warnings or other important product information.
7. FOOD PRODUCT INFORMATION
Grainwolf matcha is a food product.
Our website content is provided for general information only. It is not medical advice, nutritional advice or a substitute for professional advice.
We do not claim that Grainwolf products diagnose, treat, cure or prevent disease.
Matcha naturally contains caffeine. Individual sensitivity to caffeine varies.
If you are pregnant, breastfeeding, sensitive to caffeine, taking medication, have a medical condition or otherwise have concerns about caffeine intake, you should seek appropriate professional advice.
You should read the product label and product information before purchasing or consuming Grainwolf matcha.
8. ORDERS
When you place an order, you are making an offer to buy the products in your basket.
After you place an order, you may receive an automated order acknowledgement. This confirms that we have received your order but does not mean that we have accepted it.
Your order is accepted, and a contract between you and Grainwolf is formed, when we send you a dispatch confirmation or dispatch the goods, whichever happens first.
We may refuse, cancel or limit an order before acceptance where reasonably necessary. This may include where:
- a product is unavailable;
- there is an error in price or product information;
- payment is not authorised;
- fraud or misuse is suspected;
- delivery to the requested location is not available;
- there is a legal or regulatory reason preventing fulfilment.
If we cannot accept an order after payment has been taken, we will refund all amounts paid in respect of the cancelled order or item, including any applicable delivery charge attributable to it.
9. PRICES AND PAYMENT
Prices are shown in pounds sterling (£ GBP).
Prices shown to consumers include VAT and other applicable taxes where chargeable.
Delivery charges will be shown separately before you complete checkout.
Prices may change from time to time. The price applicable to an order will be the price shown during checkout when the order is placed, subject to any obvious error identified before we accept the order.
If we identify an obvious pricing error before accepting your order, we may contact you and give you the choice of proceeding at the correct price or cancelling the order.
Payment must be made using one of the payment methods actually available at checkout.
You confirm that the payment information you provide is accurate and that you are authorised to use the payment method.
10. PROMOTIONS AND OFFERS
We may offer discounts, promotional codes, launch offers or limited-time promotions.
Promotions may be subject to additional terms, including expiry dates, minimum-spend requirements, product exclusions or usage limits.
We may withdraw or amend a promotion where reasonable, including where there has been misuse, fraud, an error or a technical issue.
Nothing in this section allows us to remove rights that have already become contractually binding or to act contrary to consumer law.
11. SHIPPING AND DELIVERY
Delivery options, charges and estimated delivery times will be shown before checkout when orders are available.
Delivery times are estimates unless we expressly agree otherwise with you.
Unless a different delivery period is agreed with you, we will deliver goods without undue delay and within 30 days of accepting your order.
Risk in the goods normally passes to you when the goods are delivered into your physical possession or the physical possession of a person identified by you to receive them.
If your order is delayed, lost, damaged or delivered incorrectly, please contact us at info@grainwolf.com so that we can investigate and resolve the issue.
We are not responsible for delays caused by events outside our reasonable control, but this does not affect your statutory rights.
12. GREAT BRITAIN LAUNCH TERRITORY
Grainwolf is based in the United Kingdom.
At launch, we deliver only to addresses in England, Scotland and Wales.
We do not deliver to Northern Ireland, British Forces Post Office addresses or international destinations at launch.
We may expand the supported territories later, but only after the relevant product-labelling, checkout, shipping, insurance, fulfilment and legal requirements have been reviewed.
13. YOUR RIGHT TO CANCEL ONLINE ORDERS
If you are a consumer buying online and a statutory cancellation right applies to your purchase, you normally have the right to cancel without giving a reason.
For goods, you normally have 14 days after the day on which you receive them to tell us that you want to cancel.
After telling us that you want to cancel, you must return the goods without undue delay and no later than 14 days after notifying us.
To cancel, contact us at:
Please include your name, order number, email address and the item you wish to cancel or return.
You do not have to use the model cancellation form below, but you may do so if you prefer.
MODEL CANCELLATION FORM
To:
Mark Hoskins trading as Grainwolf
41 Brockworth Crescent
Bristol
BS16 1HQ
United Kingdom
Email: info@grainwolf.com
I hereby give notice that I cancel my contract for the sale of the following goods:
Goods:
Ordered on / received on:
Name:
Address:
Date:
14. RETURNS FOLLOWING A CHANGE OF MIND
Where a statutory cancellation right applies, please return the goods in a condition suitable for return.
We ask that matcha being returned because of a change of mind remains unopened and sealed.
Where sealed goods are not suitable for return because of health-protection or hygiene reasons, the statutory cancellation right may cease to apply if those goods are unsealed after delivery, where the relevant legal exception applies.
This does not affect your statutory rights where goods are faulty, damaged, unsafe, incorrect or not as described.
You are responsible for the direct cost of returning a change-of-mind return where we informed you of that responsibility before purchase, unless we agree otherwise.
Please take reasonable care of returned goods and obtain proof of postage where appropriate.
We will provide return instructions when you contact us.
15. REFUNDS AFTER CANCELLATION
Where you validly cancel an online order and a refund is due, we will refund the price paid for the returned goods.
Where required by law, we will also refund the cost of our standard delivery service.
If you chose a more expensive delivery option, we are not required to refund the additional amount above the cost of our least expensive standard delivery service.
Where legally permitted, we may make an appropriate deduction if the value of returned goods has been reduced because they have been handled more than was necessary to establish their nature, characteristics and functioning.
We will make the refund without undue delay and no later than 14 days after receiving the returned goods, or receiving evidence that you have sent them back, whichever is earlier, subject to the applicable legal rules.
Refunds will normally be made using the same payment method used for the original transaction unless you expressly agree otherwise.
16. FAULTY, DAMAGED, INCORRECT OR NOT-AS-DESCRIBED PRODUCTS
If your product is faulty, damaged, incorrect or not as described, contact us as soon as possible at:
Please include, where reasonably available:
- your order number;
- the email address used for the order;
- a description of the issue;
- clear photographs of the product, packaging and delivery packaging where relevant and reasonably available.
Photographs may help us investigate an issue, but an inability to provide photographs does not remove your statutory rights.
If the product is faulty, damaged, unsafe, incorrect or not as described, we will deal with the issue in accordance with your statutory rights. This may include a refund, replacement or other appropriate remedy.
We will not require you to pay return costs where the reason for the return is our fault or where consumer law requires us to bear those costs.
Nothing in these Terms limits your legal rights in relation to faulty, damaged, unsafe, incorrect or not-as-described goods.
17. ALLERGENS AND PRODUCT SUITABILITY
We are responsible for providing the food information required by law for the products we sell.
You should read the ingredients, allergen information, warnings, storage instructions and other relevant product information before purchase and consumption.
If you have an allergy, intolerance or dietary restriction and any product information is unclear, contact us before ordering.
For medical concerns or questions about whether caffeine or matcha is suitable for your personal circumstances, you should seek appropriate professional advice rather than relying on our website.
18. INTELLECTUAL PROPERTY
Website content, including text, images, graphics, designs, photography, videos, audio, layout, branding and other materials, belongs to Grainwolf or its licensors unless stated otherwise and may be protected by intellectual-property law.
You may use the website for personal, non-commercial use only.
You must not copy, reproduce, modify, publish, distribute, sell, exploit or commercially use Grainwolf content without our prior written permission, except where permitted by law.
The Grainwolf name, logo, product names, slogans and brand assets may be protected by copyright, trade mark, design, passing-off or other intellectual-property rights and must not be used without permission except where permitted by law.
19. FEEDBACK, REVIEWS AND USER CONTENT
If you send us feedback, ideas, reviews, suggestions, comments, photographs, testimonials or other content, you confirm that:
- the content is accurate where it states facts;
- the content is genuinely your own or you have permission to provide it;
- the content does not infringe anyone else's rights;
- the content is not unlawful, abusive, defamatory, misleading or harmful.
If you submit content specifically for public use, such as a review, testimonial, social-media contribution or photograph intended for publication, you grant Grainwolf a non-exclusive, worldwide, royalty-free licence to use, reproduce, publish, display, adapt where reasonably necessary and share that content for reasonable business and promotional purposes.
This licence does not apply to photographs, documents or other material provided privately solely for customer support, complaints, returns or order administration unless we separately agree with you that we may use them publicly.
We may remove or refuse to publish user content where we reasonably consider it inappropriate, unlawful, misleading or inconsistent with these Terms.
20. THIRD-PARTY LINKS AND TOOLS
Our website may contain links to third-party websites, tools, platforms or services.
We are not responsible for third-party websites or services that we do not control. If you access them, you should review their applicable terms and privacy policies.
Some services are provided by Shopify or other third-party service providers, and their own terms or privacy information may also apply to processing they carry out independently.
21. PRIVACY AND SHOPIFY ENHANCED SERVICES
How we collect, use, store and share personal information is explained in our Privacy Policy.
Our website is hosted by Shopify. Shopify processes information relating to visitors and customers in order to provide ecommerce, security, checkout, payment, account and related platform services.
Shopify may act as our processor for some activities and as an independent controller for processing it carries out for its own purposes.
Shopify Network Intelligence is enabled for the Grainwolf store.
This means Shopify may securely process information about your interactions with Grainwolf together with information from your interactions with Shopify and other Shopify merchants in order to provide Enhanced Services.
These services may include personalisation, store and service improvement, performance measurement, fraud prevention, security and more relevant advertising.
Where consent is required for non-essential cookies or similar technologies, those technologies will not be used for those purposes unless the required consent has been obtained.
You can learn more about Shopify's processing through Shopify's Consumer Privacy Policy and exercise applicable rights directly with Shopify through its privacy portal.
22. ERRORS AND AVAILABILITY
We take reasonable care to keep website information accurate and up to date.
Errors, inaccuracies or omissions may nevertheless occur, including in product descriptions, images, pricing, promotions, availability or delivery information.
Before an order is accepted, we may correct an error, update information, refuse an order or withdraw a product where reasonably necessary.
After a contract has been formed, we will not simply change the agreed terms or cancel the contract because it is convenient for us.
Any cancellation or other action after acceptance will only be taken where permitted by these Terms or applicable law.
If we lawfully cancel an accepted order and you have already paid, we will refund the amounts due to you.
23. WEBSITE AVAILABILITY
We do not guarantee that the website will always be available, uninterrupted, secure or error-free.
We may suspend, withdraw, change or restrict access to all or part of the website where reasonably necessary for maintenance, security, updates, business reasons or circumstances outside our control.
24. LIMITATION OF LIABILITY
Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for:
- death or personal injury caused by negligence;
- fraud or fraudulent misrepresentation;
- breach of your statutory rights as a consumer;
- defective products where applicable law prevents exclusion or limitation;
- any other liability that cannot legally be excluded or limited.
Subject to the above, we are not responsible for losses that were not reasonably foreseeable when the relevant contract was formed or when you used the website.
If you use the website or buy products as a consumer, we are not responsible for business losses, including loss of profit, loss of business, business interruption or loss of business opportunity.
Nothing in this section affects remedies or rights you have under consumer law.
25. EVENTS OUTSIDE OUR CONTROL
We are not responsible for failure or delay caused by events outside our reasonable control.
This may include courier or postal disruption, supplier disruption, severe weather, strikes, accidents, fire, flood, epidemic, pandemic, government restrictions, major technical failure, security incidents or other circumstances beyond our reasonable control.
We will take reasonable steps to reduce the impact where possible.
This section does not affect your statutory rights, including any right to cancel or receive a refund where applicable.
26. CHANGES TO THESE TERMS
We may update these Terms from time to time.
The updated version will be posted on this page with a new “Last updated” date.
Changes apply from the date they are published to future website use and future orders.
Changes will not retrospectively alter the terms of an order we have already accepted unless this is required by law or separately agreed with you.
Where required by law, we will provide additional notice of material changes.
27. SEVERABILITY
If any part of these Terms is found to be unlawful, invalid or unenforceable, the remaining parts will continue to apply.
28. GOVERNING LAW AND JURISDICTION
These Terms are governed by the laws of England and Wales.
If you are a consumer, this does not affect mandatory legal rights you may have under the law applicable where you live.
If you live in England or Wales, you can bring legal proceedings in the courts of England and Wales.
If you live in Scotland, you can bring legal proceedings in either the Scottish courts or the courts of England and Wales.
If you live in Northern Ireland, you can bring legal proceedings in either the courts of Northern Ireland or the courts of England and Wales.
29. CONTACT
Questions about these Terms should be sent to:
Mark Hoskins trading as Grainwolf
41 Brockworth Crescent
Bristol
BS16 1HQ
United Kingdom
Email: info@grainwolf.com