Refund policy

Cancelling an order

Changed your mind before we’ve sent your order? Email support@heritagegroceries.co.uk within 24 hours of ordering. If it hasn’t been dispatched yet, we’ll cancel it and refund you in full.

Changed your mind?

You can return unopened items in their original condition within 14 days of delivery or collection.

1. Email support@heritagegroceries.co.uk with your order number and the items you'd like to return.
2. We'll reply with where to send them. Please send them back within 14 days of telling us.
3. We'll refund you within 14 days of receiving the return, to your original payment method.

Return postage is paid by you unless the item is faulty or we sent the wrong item.

Items we can't take back

For food safety and hygiene reasons, we can't accept returns of food that has been opened or unsealed after delivery, unless it is faulty.

Missing, damaged or wrong items

Please check your order as soon as it arrives. If anything is missing, damaged or not what you ordered, email support@heritagegroceries.co.uk within 24 hours with your order number and a photo. That lets us put it right quickly. We'll send a replacement or refund you, at no cost to you.

Faulty items

If something is faulty, for example past its best-before date on arrival or not as described, we'll replace or refund it. Please tell us as soon as you can.

Uncollected orders

If a collection order isn't picked up within 2 working days of our ready email and we haven't heard from you, we may cancel it and refund you, less a £3 handling charge.

Your rights

None of this affects your statutory rights.

Contact

Email support@heritagegroceries.co.uk with your order number and we'll help.