Terms and Conditions

Delivery Schedule

We aim to deliver your order as soon as possible. Orders received by 11am for delivery on the UK mainland should arrive two business days later by carrier or Royal Mail.

Customers ordering for delivery outside the UK mainland will be contacted by e-mail to confirm delivery timeframe & costs.

Orders for chilled, frozen or fresh produce will be sent by overnight transport.

We request you to have your place of work or where someone is guaranteed to be available to sign, as your delivery address. The reason for this is that we require an authorised signature upon receipt of your goods.

Limitations

We will only send chilled, frozen or fresh produce to an address on the UK mainland where there must be

someone available to receive and sign for it.

We use carriers and Royal Mail to deliver your order. We will ask for your delivery to be made "before the close of work" which usually means 5:30pm on the nominated day. We are unable to specify or guarantee a delivery time. We will not be able to offer delivery on a Saturday, Sunday or Bank Holiday / Public Holiday .

Chilled, frozen & fresh produce will not be delivered on a Monday.

Costs

UK mainland orders which total £ 35.00 or more and are received on line will be delivered free of charge*.

Orders which do not reach the above values will attract a charge of £7.50

Orders for delivery other than mainland UK will be contacted by e-mail to inform you of the cost & delivery day.

Orders for chilled, frozen and fresh produce will carry a charge of £3.50 on top of any charge for other goods already ordered. Orders for chilled, frozen or fresh produce must be a minimum of £35.00

Orders that weigh 25 kilos or more will attract a surcharge of £5.00 per every 25 kilos.

* Please note the extra charges for chilled, fresh or frozen ~ Please note the extra charge for goods weighing 25 kilos or more.

You must know that.

For ambient products we need to be informed within three working days after the nominated delivery day of any complaint, damage or mispicked item. We will endeavour to rectify the problem as efficiently as we can.

For chilled fresh or frozen products we need to be informed the same day of delivery no later than 5:30pm of any complaint, damage or mispicked item. Due to the nature of these products we will be unable to replace, but will be able to offer a voucher as compensation to be used against your next purchase, if the complaint is legitimate.

Please e-mail info@naturalgrocery.co.uk or telephone 01242 572323

We must receive, via the delivery service, a signature for the delivery from a responsible adult.

Orders for chilled frozen & fresh produce will be delivered entirely at the customers' own risk. The carrier will not return any non-delivered order, there will be no refund available for any 'not signed for' order, therefore if you wish to have the order left - unsigned for, naturalgrocery.co.uk, nor the courier will become liable.

Your Satisfaction, Returns & Order Cancellation

We endeavour to achieve your 100% satisfaction. If for any reason you do not feel totally satisfied with your products or the service you have received from us, we need to know. Please e-mail info@naturalgrocery.co.uk alternately telephone the duty manager on 01242 572323

On ambient products we offer a seven-day cancellation period after you have received your order. If you wish to take advantage of this please e-mail info@naturalgrocery.co.uk or telephone the returns department on 01242 572323 and we will arrange collection of the order. A refund to your credit card will be made upon the successful return of the order. If the reason for the cancellation is anything but damaged, faulty or incorrect products you will be liable for the return cost. This can be as much as four times the original delivery cost.

If you wish to cancel your order before despatch please e-mail info@naturalgrocery.co.uk or telephone the returns department on 01242 572323 and we will stop the order process and if already charged to your credit card will issue a complete refund.

Chilled, frozen or fresh produce cannot be returned.

Out of Stock Situation

If we are out of stock and unable to fulfil your entire order we will contact you to verify if you require a substitute or a deduction on your invoice. We can always hold your order until we obtain more stock, or we can process the order without the out of stock item. Whichever you choose the minimum value for free delivery will be the final price of the order which must fit into the categories above.

VAT

All prices shown are inclusive of VAT at the rate in force on the date of order for the products that are applicable for VAT. For overseas orders the VAT will be shown on the invoice and then deducted from the final total.

Credit Card Security

If we are out of stock and unable to fulfil your entire order we will contact you to verify if you require a substitute or a refund. We can always hold your order until we obtain more stock, or we can process the order without the out of stock item. Whichever you choose the minimum value for free delivery will be the final price of the order which must fit into the categories above.

If, however, you do not wish to place your credit card details on the Internet, we will be happy to take them over the telephone 01242 572323 or by post. These will be disposed of responsibly once we have processed the order.

Age Restrictions

We will only process orders from customers who are eighteen years or over. This is for reasons of Licensing of Alcohol and Credit Card use.

By placing an order with naturalgrocery.co.uk you confirm that you are eighteen years or over.

If our carriers are in doubt of the age of a recipient and the order contains alcohol they will request to see a formal ID. In the event this is not satisfactory they are not permitted to leave the order. Return charges will apply in these circumstances and these can be upto four times the original delivery charge.

Privacy & Data Protection Policy

Your personal details are very precious to us and we will never share them with an outside party or agent who is not directly related to your goods being paid for and delivered to you. We will collect personal information when you register with naturalgrocery.co.uk. This information is used to enable us to process and deliver your order. By registering your details on our web-site you consent to naturalgrocery.co.uk maintaining, recording, holding and using personal data we collect about you. Information can also be collected to allow naturalgrocery.co.uk to send you newsletters and offers, which we feel, would be of particular interest to you. If you prefer not to receive our newsletter or our own targeted offers please e-mail orders@naturalgrocery.co.uk or telephone the duty manager on 01242 572323.

In addition naturalgrocery.co.uk will use the information held to make offers based on your preferences, such as dietary restrictions, preference of wine, new product availability etc. This information may be shared with companies within the naturalgrocery.co.uk group of companies and may be combined with data about you from other companies (E.g. our bankers). If you do not wish for your information to be shared please e-mail info@naturalgrocery.co.uk or telephone the duty manager on 01242 572323.

This website utilises HotJar web analytics captured by passive collection. It does not collect any personally identifiable information (PII) that you do not voluntarily enter in this website. The sole purpose of passively collecting this information is to improve your overall experience. It is automatically collected, whilst navigating through and interacting with the site.

Information collected includes user mouse activity, browser and device specific log data:
Your device's IP address (collected and stored in an anonymised format)
Device screen size
Device type (unique device identifiers) and browser information
Geographic location (country only)
Preferred language used to display the webpage

Disclaimer

naturalgrocery.co.uk has taken every effort to ensure that the information on this web-site is correct, accurate and upto date. However, naturalgrocery.co.uk takes no responsibility whatsoever for information that is incomplete, inaccurate or out of date. Neither shall we be held liable to any individual or business for any damage or loss which may occur from the use of any matter contained on this web-site.

All text and graphics on this web-site, unless specified, are directed solely at those who access the web-site from the UK mainland. We make no representation nor will we be held liable for any action placed upon the web-site, in any form, by anyone, from other locations.

naturalgrocery.co.uk assumes no responsibility whatsoever for any links to the Internet or third party web-sites from this web-site. Once you activate these links we will not be responsible or liable for the content of any other web-site on the Internet, which you may visit from this site.

naturalgrocery.co.uk also prohibits all persons from providing hypertext or other links to our web-site (other than our home page) from their web-site or from a third party's web-site without our prior written consent.

Who you are dealing with

Natural Grocery Store
Trading as naturalgrocery.co.uk
150-156 Bath Road
Cheltenham
Gloucestershire
GL53 7NG

Telephone +44 (0) 1242 572323
e-mail info@naturalgrocery.co.uk

Managing Director : M.J.Fisher Company Secretary : P.N.Lewis
Registered in England Number 5684929
VAT Registration Number 879 4001 05
Registered under the data protection act Number Z9502720

Licensed to retail Intoxicating Liquor of all descriptions OFF the premises via the Internet.

Licence Numbers : M.J.Fisher 05/01398/PERA
P.N.Lewis 05/01400/PERA
Premises 06/00773/PRMA

CLICK HERE TO DOWNLOAD THESE TERMS AND CONDITIONS