Terms & Conditions

If you have any questions, be sure to check out our FAQs here View

Payments

Please note that upfront payment is required to begin the order process. You will be required to complete the checkout and proceed to our payment processor. If your card is authorised, payment will be taken immediately, and you will receive an order acknowledgement confirming the transaction. If for whatever reason, your card payment is not successful - we will contact you via email to notify you and to see how you want to proceed. Business orders who trade directly with us will be issued with an invoice detailing the payment date. Payment is required by this date in order to start processing your order.

Refunds and Cancellations

If it's our fault

If an item is damaged or defective, or if anything relating to your order is different than expected in any way, please contact us within 24 hours of delivery. We can either refund you for the value of the item, send you a replacement at no extra cost, or offer you a voucher to use on our website, as long as you adhere to the following conditions: Please retain all faulty/wrongly-sent items and their packaging - this includes the parcel your order arrived in, as we may require photos of this. Without this evidence we cannot issue refunds or send a replacement. Kindly send clear, individual photos of all affected items within 2 days of having reported a defect or damage. We may require you to send at least one photo showing damaged items together in one (un-photoshopped) photograph. Please note in some cases we may require items to be returned to us. Please take clear, detailed, well-lit photographs (with your camera's 'macro' setting, if needed) showing the problem with every individual item you are dissatisfied with, for our records, and so that we can inspect the damages. All photographs should be sent only in png or jpg format as an attachment to your email - kindly note we cannot accept photos sent in any other way. Please be careful when opening parcels, as we cannot refund for packets or products that you have cut open or damaged when opening the parcel with a sharp implement such as a knife.

Please note that if your parcel arrives open or damaged, and you are missing items from your order, we will require photographs of the parcel as you have received it. If an order arrives damaged please ensure you accept the parcel and contact us right away. Please ensure you take at least two photos showing how the parcel arrived, paying particular attention to any parts of the packaging that were damaged. A photo of every item reported as damaged will also be required. Most couriers now take photographs as proof of delivery. A courier may need your door to be open for this. This is to ensure there's no dispute over whether customers were present at the time of delivery. Photos are processed in line with GDPR legislation and used purely for the purpose of proof of delivery. Please ensure you allow a compliant photo to be taken, as any claim for damage (or loss if, consequently, they then cannot leave the parcel and take it away again) will not be admissible. Please note that we scan every item that is packed into parcels as they are being packed, and if items are shown as scanned into your parcel during the picking and packing process, then we will have to submit claims to the couriers if you report them as missing. Please allow up to two weeks for claims to be processed.

Customers are able to cancel items in their order immediately using the link in their order confirmation email. The cancellations are instantaneous and the associated refunds will be processed within one working day. We encourage customers to cancel items this way if needed, rather than emailing/phoning with requests, as these may be picked up after a parcel has been dispatched.

We do try to pack orders to protect them from damage, but certain items are more prone than others to being affected during a parcel's transit. Tins can be especially susceptible to denting. However, they are designed precisely to be able to take bashes without impairing the safety of the food inside. The Food Standards Agency advice is that tins are designed to be robust and to last a long time, and although it is common to find cans on the shelf with dents, particularly in the side wall, these are unlikely to pose a problem, and by making an order with us you agree that such dents are not grounds for replacing/refunding items. It is best to avoid tins which have significant compression round the rims as this could lead to problems if damage allows air to ingress or the contents to leak. If this applies to your tins, please contact us using the online form, sending photos. Another example is chocolate bars which occasionally arrive having snapped inside their packaging. When the contents are still usable and nothing previously sealed airtight has been exposed, this is not considered grounds for refund/replacement. By making an order you agree that a certain amount of minor crumpling to packets/boxes and other items in transit isn't grounds for replacement/refund when the contents are substantially unaffected, while smashed/leaking jars and burst packets usually will be.

The packets for products by Sussex Wholefoods (our in-house line) are very strong, and designed to protect their contents from any leaks they may be subject to. They can be washed and/or wiped down if anything spills on them without compromising the quality of their contents. Spills on the outside of these packets will not be considered 'damage' or grounds for replacing them.

Superficial damage to a product's packaging where the contents themselves are intact is not considered grounds for a refund/replacement.

Please note that we accept no responsibility or liability for any damage to property or person as a result from the delivery of our goods.

Please be aware we are unable to deliver to Evri lockers.

We reserve the right to charge a 10% cancellation fee for wholesale, business orders. By proceeding with the sale you are agreeing to our terms and conditions. If you need a Certificate of Analysis, a product specification sheet, a Best Before date for bulk items, or any batch-specific documentation for the goods in your order, this must be requested just before or as soon as you've made the order. Some suppliers may charge for such documentation, and these charges will be the responsibility of the customer.

If it's been lost in the post.

See "Delivery" below.

Please check and make absolutely certain that you input your delivery address fully and correctly. We will email you an order confirmation - please use this opportunity to check again that you've given us the correct details. Healthy Supplies accepts no responsibility if you enter an insufficient, incomplete or incorrect delivery address, and we are unable to refund goods that arrive late or are lost or damaged in the post after being mislabelled, or orders that are delivered to the address originally specified at checkout. We also are unable to cover the redelivery costs of such orders. Please note that if you live in a block of flats or a similar residence, the delivery address is classed as incomplete if you do not specify the exact flat/apartment number, so please make absolutely sure you include this. We cannot amend the delivery address once a parcel has been dispatched, and are unable to refund the postage cost of sending an order out to an insufficient or incorrect address, or if a parcel is returned to us after delivery has been attempted and the time elapses in which to arrange a re-delivery or collection. We cannot refund Chilled goods that are returned to us because an incorrect address has been confirmed at checkout. Entering an incorrect delivery address invalidates all stated delivery time scales. So please thoroughly check your details fully when submitting an order. Please make sure you use the link in your order confirmation email if you wish to amend your delivery address prior to dispatch, as if you just email us requesting this, we cannot guarantee your email will be seen and actioned before your order is dispatched.

We're unable to request a specific time for courier delivery to take place, and we cannot request that delivery is delayed after an order has been dispatched. We ask customers to allow two weeks at the very most from the date of dispatch for Economy deliveries to be received. If you're in the UK and your correctly-addressed parcel still hasn't reached you two weeks after dispatch, please get in touch as soon as this time has elapsed, and we will offer you a refund, a replacement or a voucher. Please note if an order is set up for you and/or you are sent an online payment request, it is still your responsibility to check details and ensure the delivery address is correct.

Please note that couriers sometimes give estimated dates/times for collection/delivery that may not necessarily be accurate. Please contact us for the most accurate and up-to-date information. We encourage customers to specify a delivery address where they are likely to be present to take delivery of their parcel, or where there is someone likely to be present who can take delivery on their behalf. The delivery address doesn't have to be the same as the billing address.

Please note it is the customer's responsibility to check tracking pages for dispatched orders and let us know if it hasn't arrived. As we send large numbers of orders, we cannot routinely check tracking for every parcel and will not get in touch if something has not arrived, unless it is returned to us.

The ‘Special Delivery Instructions’ box at checkout is solely for messages to enable a courier to deliver your parcel more easily. Any instructions you want the courier to follow must be entered here and not given to the courier independently. Please put nothing else in this box. These instructions will be printed on the outside of the parcel and highlighted in a bright colour for the courier to see. Although we offer this facility, we cannot guarantee couriers will follow instructions you leave here. Please note that if you put your phone number here and request the courier phones you, they are under no obligation to do so. These instructions cannot be added or changed after dispatch, so please ensure you have entered them at checkout. If you contact the couriers independently to change any details, including the delivery address, this may void your right to a refund or replacement if you tell us you haven’t received your parcel. Please note that if you specify in the Special Delivery Instructions box something like 'Leave in wheelie bin', 'Leave outside front door' or 'Leave in communal hallway' which may lead to your parcel being stolen or destroyed, this will void your right to refund or replacement. Please also note that the couriers we use follow a set route, and if you ask that they deliver at a specific time of day, they will likely be unable to do so.

If you want to amend your order:

• If you have chosen the Trackable Courier delivery option and the order weight is under 25kg: You can add or swap items (if the price is the same or higher), providing that you contact us as soon as possible. Amendments will only be possible depending on the situation (such as when we have the items in stock; you contact us before your parcel is processed), so please understand that we have to handle these requests on a case by case basis. Please note that adding items to your order will re-start the time scale for dispatch as laid out on our Delivery Information page. Adding items to an already-existing order where the threshold for free delivery has not been reached with your initial order will not entitle you to free delivery if the added items bring the order over this threshold. Any discount which is applied if you buy three or more of the same item applies only when you buy three or more of the same item at the same time. Please be aware that making an add-on order using Paypal, and specifying a different delivery address than the one you specified in the main order, won't mean anything goes to that address - as you're adding items to an already-existing order, it will go to the first address you specified.

  Please note that if you have taken advantage of our free Economy delivery offer and subsequently requested an item is cancelled and refunded from your order, if this takes you below the threshold for free delivery, we will retain the normal fee for Economy delivery.

If you live in an area where VAT doesn't apply, eg. Jersey, please email us after having ordered, and we'll be happy to refund your VAT costs.

If your order is a gift and you don't want us to include any paperwork/invoice, this can be arranged as long as you email us requesting this as soon as you have placed the order, stating the order number.



If you change your mind after confirming but before receiving your order

We are unable to cancel orders once they have been processed. Please contact us at service@healthysupplies.co.uk for more information on how to return your items. Upon receiving the parcel back, we will happily refund you for the goods but cannot refund the delivery fee.

If you are not in when a courier attempts to deliver your parcel you will receive tracking to indicate the next steps. It is the customer's responsibility to reorganise the redelivery or collect from the post office. Please note that parcels are returned to sender after a period of time. If a parcel is returned to us without you attempting to reorganise redelivery or collection from the post office we reserve the right to deduct the associated return fee levied by the courier from your refund. This is the cost of the return to sender charge.

By making an order you commit that you will not refuse the parcel at the door, irregardless of its condition, and will not ask the courier for it to be returned, as if this happens and the parcel is subsequently lost or destroyed in the courier's network we will not be able to offer a replacement or refund. You also commit that you will not ask us to request that the couriers return a parcel we have already dispatched.



If you change your mind upon receiving your order

By law, you have a 14-day "cooling off" period which begins the day you receive your goods. By making an order you commit you will inspect all your goods and inform us of any issues within this time window. You can send any goods (apart from chilled and Clearance items) back for a refund, provided that they are unopened and in a saleable condition. Please contact us before returning any items. We’ll let you know the address to send them to, and we will be ready to process a refund for the goods after they come back to us. Your postal charges are not refundable if you choose to return goods you have changed your mind about. Please make absolutely certain your goods are packaged extremely safely for their return journey. All items are inspected upon receipt, and we will not be able to refund if goods are not received back in their original state. Orders which are lost/destroyed in the courier's network which have been refused because you no longer wanted them cannot be refunded. By making an order you commit not to refuse parcels when delivered. You are responsible for the postal fee for sending back any orders/items you wish to return because you changed your mind. Please obtain proof of posting. Large bespoke orders are not eligible for returns.

These rules are also detailed on the government's Consumer Rights website.

Promotional Codes, Vouchers, Offers and Discounts

• Orders placed without the promotional code, offer or discount applied will not be valid to receive promotional codes, discounts or vouchers retrospectively. All orders will need to be placed with the chosen promotional code, offer or discount already applied to the basket.
• Healthy Supplies reserves the right to decline any requests to apply promotional codes, discounts or vouchers for orders placed without the relative offer applied, retrospectively.
• Promotional codes, discounts and vouchers are only valid for orders placed online, unless stated otherwise.
• Healthy Supplies reserves the right to decline orders where, in its opinion, a promotional code, voucher or discount is invalid for the order being placed.
• Promotional codes, discounts and vouchers for specific products are only valid for the specific products while stocks last and may be withdrawn at any time.
• Voucher codes are not applicable for items added to orders after the initial order has been made.
• Promotional discount codes can’t be used in conjunction with other promotional codes or on gift vouchers, delivery charges, sale items and bulk products. Selected marked products may also excluded from promotions. If you return items and take the revised order below the minimum-spend threshold for the code used, you’ll lose the benefit of the discount i.e. items kept revert to full price and your refund will be adjusted accordingly. This means you may not get the same value back when refunded.
• Only one promotional code, discount or voucher can be used per order, unless stated otherwise.
• In the event of product returns, refunds will be given for the total amount used in the original purchase once the discount is applied, where applicable.
• Sometimes we run special offers which entitle you to a certain percentage off the cost of your order. Please note that this applies to goods purchased but not to delivery charges.
• Products sold as 'Clearance' items may have gone beyond the Best Before date and/or have cosmetic damage to the packaging. For more information, please contact us before purchasing.
• Healthy Supplies reserves the right to change these Terms and Conditions at any time.

Delivery

If you don't receive your order within the stated delivery time frame please drop us an email and we will be happy to look into this for you. For lost parcels the couriers give us a timeframe of up to ten working days from the date of dispatch to investigate claims, so please make certain you contact us within this time frame if your parcel has not arrived. We ask you to be kind and courteous to our team, who will always do their best to help you.

We offer the option for customers to tick a box at checkout that allows parcels to be left without a signature being required - this may be in a safe space which should be specified in the 'Special Delivery Instructions' box at checkout. If you choose this option, either via the courier's tracking email or via our website, you are agreeing to our terms and conditions, specifically that the order can be left either in your designated safe space (as indicated in the Special Delivery Instructions box) or, if nowhere is specified in this box, at a place of the courier's choosing, and that you accept full liability for the safety of the parcel in this location. By agreeing to these terms, and in the situation that the parcel becomes lost or stolen or damaged after being delivered to your safe space, you are waiving your right to a refund. A message will flash up when you tick this box, saying "No signature will be required. Please note by ticking this option, you are waiving your right to a refund should the parcel be marked as delivered, but stolen or lost."

When your order is dispatched, an automated email will be sent to the email address you specified when making your order, containing tracking details so you can monitor the progress of your package. Please make sure you inform us if you have not received your order within 5 working days from dispatch. Our Delivery Information page is part of these Terms & Conditions - please do not confirm your order without first having read it for details of dispatch and delivery time scales. Please note that we are not liable for parcels which go missing after being delivered to a place at the delivery address which a courier has deemed safe.

Our couriers will never get in touch to ask for more payment. Please note if you receive a text or other message along these lines, it's likely to be a 'phishing' scam and should be ignored. These scams are depressingly common. Please make sure you do not pay anything or give any payment details out. If in any doubt, contact us at service@healthysupplies.co.uk and we'll be happy to help.

Please note that orders of bulk/trade goods may be subject to a different dispatch time scale; please contact us if you need clarification about how long your order will take. Bulk goods may arrive in more than one package - for instance, we may send a 25kg bulk product in 5 x 5kg packets. By paying the shipping & handling fees for your order, you are agreeing that they are fair and appropriate for your order. For delivery timescales, please see our Delivery Information page.

Please note our couriers do not operate at weekends or on Bank Holidays. Our couriers will always endeavour to update tracking with the latest information, allowing you to follow the progress of your parcel. Please note that unforeseen circumstances beyond our control may very occasionally lead to delays to the information stated on tracking.

If you order has been delivered outside of the timescales listed on our delivery information page, please contact us and we will be happy to help to investigate further with the courier. Please note couriers may deliver outside the estimated time window indicated on the tracking page. On occasion, our couriers will sometimes leave parcels in places they deem a safe place, or with a neighbour. If you do not want this, please ensure you indicate this in the Special Delivery Instructions box at checkout.

By making an order, you commit to contacting us within 30 days of the order being shipped if it has not been received. Please note we are unable to help if you contact us outside of the 30 days. We send you tracking information when the order is shipped, so please ensure you follow the tracking and let us know within the 30 days if there is a problem.

Please be aware our emails may go to your spam/junk email folder if you have an overly vigilant spam filter. Kindly check there first if you're expecting a communication from us that appears not to have arrived. We cannot be held responsible for customers not seeing emails that have gone to a junk/spam folder or if you make an order using an email address which doesn't accept incoming emails from people who aren't in your 'safe' list, and haven't added us to this.

Chilled Delivery

Our chilled orders are despatched with our premium courier. All products will be sent in appropriate packaging to ensure items are kept at the correct temperature during transit. We operate a return and reuse policy with our chilled packaging. Please ensure you retain your chilled gel packs and chilled envelopes. Once you have made 8 chilled orders, please contact us and we will send you a returns label to return the chilled packaging back to us. The packaging will be disinfected and reused to minimise the environmental impact.

We will always strive to deliver orders in a timely manner; however it is your obligation to supply a full and accurate address for delivery and to ensure there is someone present to accept the parcel and ensure the products are chilled immediately upon receipt. You absolve us of any liability when there is a delivery problem due to an incomplete or inaccurate delivery address having been provided, or if the parcel has been delivered to a neighbour or elsewhere and you are unaware because you have not checked the tracking page or have failed to indicate in the Special Delivery Instructions box that this shouldn't happen, or if the courier is unable to leave the order at the address provided regardless of any instructions provided, or if you fail to ensure someone is able to receive the order at the delivery address when it is delivered. You also acknowledge it is up to you to scrutinise all products received for any indication of not being fit to consume, and to let us know of any problems within 24 hours of receipt.

We highly recommend that you ensure someone will be present to take delivery of your order at the delivery address supplied. We will always email you with tracking details, to help you plan receipt of your parcel. If no one is present at the time of delivery, you assent to your order being returned to the courier’s depot to await redelivery. This may mean that goods are not kept at optimum temperature, although our ice packs are great at keeping orders chilled for a few days. Please note that couriers are not always required to obtain a signature, and may leave chilled orders even if nobody is present to take delivery. Although they will always endeavour to leave the parcel in the safest possible location, occasionally, in the absence of a secure place, it may be left somewhere visible to passers-by. Please note that we are not liable for parcels which go missing in these circumstances.

Please do not consume chilled goods if they have taken over two days to arrive - please contact us instead. Two days is how long our chilled packaging will keep food fresh for.

The 14-day ‘cooling off’ period for products stored at an ambient temperature, during which you have the legal right to return unopened items for a refund, does not apply to chilled products. By purchasing from us you acknowledge and accept that your order may be held up on its way to you and that this may involve the goods being transported or stored in circumstances where they are not chilled as per the manufacturer’s guidelines, and you accept they are safe for those periods of time they are not stored below the recommended temperature. If you require specific expiry dates for chilled products, please get in touch before you purchase.

Split Orders

Product Information

Our Product Ingredient Disclaimer forms part of these Terms & Conditions - you can see this here.

We strive to offer accurate and up-to-date information on our website about everything we sell. Much of this information is given to us by the manufacturers and suppliers of goods, and the photos provided on a product's page will not always be indicative of the product's design or exact ingredients you'll receive. We try our best to provide up-to-date imagery and information, but are not always made aware of a product or item appearance change prior to receiving the stock, so please bear in mind that the product image shown on the page is to give you an idea of what you will receive, but is not an iron-clad guarantee that this is what the product will look like, or the exact contents that will be received. By making an order you agree that such a product update is not grounds for replacing/refunding items or granting a paid return. Similarly, when dealing with whole foods, the photograph on the product page serves to act as a guide instead of an exact representation of the goods. Natural foods like fruit, nuts and others can vary in appearance according to when, where and how they were harvested, what variety they are and how they have been prepared for sale.

For product mixes and blends, the product photo shown details what items will be present in the product but is not a representation of the amounts that will be received, unless stated otherwise.

When ordering a product, you commit to reading and agreeing with all the information on the product page, including all tabs, links and disclaimers.

Country of Origin for a Sussex Wholefoods or Healthy Supplies product is indicative of our latest batch of a given product and is not necessarily the country of origin for the product you will receive, due to product demand and existing stock levels. Should you require an item from a specific country of origin, please contact us via the contact form prior to placing an order and we'll do our best to fulfil your order to your requirements.

For bulk goods, products are sent to customers in the same form they arrive from our supplier, and are not opened at our facility. Packaging methods and materials may vary - all food safety laws are strictly adhered to. We strongly encourage customers for bulk products to contact us before buying to ascertain how these products come packaged.

We are very happy to remove customers' information from our website in line with GDPR legislation, if requested.

Chilled terms and conditions

Furthermore you acknowledge that while we strive to deliver orders in a timely manner, it is your obligation to supply a full and accurate address for delivery and to ensure there is someone present to accept the parcel and ensure the products are chilled immediately upon receipt. You absolve us of any liability for the condition of the products when there is a delivery problem due to an incomplete or inaccurate delivery address having been provided, or if the courier is unable to leave the order at the address provided, regardless of any instructions provided. You also acknowledge it is up to you to scrutinise all products received for any indication of not being fit to consume, and to let us know of any problems within 24 hours of receipt.

While we strongly recommend you organise someone to be present to take delivery of your order at the delivery address, you assent to your order being returned to the courier’s depot to await redelivery if there is nobody present, and you also acknowledge that couriers are not always required to obtain a signature, and may leave chilled orders even if nobody is present to take delivery. You also accept that although they will endeavour to leave the parcel in the safest possible location, occasionally, in the absence of a secure place, it may be left somewhere visible to passers-by, and that we are not liable for parcels which go missing in these circumstances.

Privacy

Company Information

How to contact us

You can email us using our contact form.

You can leave us a phone message by dialling 0800 689 1982. Please make sure you give us your name and order number or at the very least your delivery address, if applicable.

You can also contact us in writing at:

Healthy Supplies Ltd
Unit 1
South Coast House
35 Chartwell Road
Lancing Business Park
Lancing
West Sussex
BN15 8TU

Healthy Supplies Vulnerability Disclosure Policy

We take the security of our systems seriously, and we value the security community. The disclosure of security vulnerabilities helps us ensure the security and privacy of our users.

Guidelines:

We require that all researchers:
• Make every effort to avoid privacy violations, degradation of user experience, disruption to production systems, and destruction of data during security testing;
• Perform research only within the scope set out below;
• Use the identified communication channels to report vulnerability information to us; and
• Keep information about any vulnerabilities you’ve discovered confidential between yourself and Healthy Supplies until we’ve had 90 days to resolve the issue.

If you follow these guidelines when reporting an issue to us, we commit to:
• Not pursue or support any legal action related to your research;
• Work with you to understand and resolve the issue quickly (including an initial confirmation of your report within 72 hours of submission);
• Recognise your contribution on our Security Researcher Hall of Fame, if you are the first to report the issue and we make a code or configuration change based on the issue.

Out of scope Any services hosted by 3rd party providers and services are excluded from scope. These services include: [Other 3rd Party Services] In the interest of the safety of our users, staff, the Internet at large and you as a security researcher, the following test types are excluded from scope: Findings from physical testing such as office access (e.g. open doors, tailgating) Findings derived primarily from social engineering (e.g. phishing, vishing) Findings from applications or systems not listed in the ‘Scope’ section UI and UX bugs and spelling mistakes Network level Denial of Service (DoS/DDoS) vulnerabilities

Things we do not want to receive: