|At Healthy Supplies, we display our Terms and Conditions as clearly as possible, and make sure they're fair. Please read these before you confirm your order and contact us if you need further details - we'll be very happy to explain. We ask all customers to click 'Proceed' at checkout stage if they are happy with these Terms and Conditions, and by making an order you are indicating that you have read, understood and are happy with the information below, and agree to abide by it in full.
If you have any questions, be sure to check out our FAQs here View
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 these photos within 2 days of having reported a defect or damage. 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 that you have cut open 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.
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 Best Before date for bulk items, or any other 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 or incorrect delivery address, and we are unable to refund orders that arrive late or are lost 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. 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. 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 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.
The ‘Special Delivery Instructions’ box at checkout is 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 to phone 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.
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.
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 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 firstname.lastname@example.org 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.
- 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.
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.
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 parcels to be left in a designated safe space. If you choose this option, either via the courier's tracking email or via our website you are agreeing to our terms and conditions. That should the order be left in your designated safe space (as indicated in the special delivery instruction box or via communication with our courier) 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.
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.
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.
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.
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.
Some orders may be split into smaller shipments. We also may sometimes send smaller packets if larger ones are out of stock - for example, people who have ordered a 1kg packet may occasionally receive 2 x 500g packets. Occasionally if ordered products are unavailable we will send the available items in your order and ask you how you wish to proceed with the rest.
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. 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.The packaging for our own line (Sussex Wholefoods) is grade 4 recyclable plastic food packaging. The majority of local authorities recycle this packaging - please check with yours to ensure they do.
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.
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. Please contact us if you require more information.
Sometimes ingredients and places of origin may change, and products may have been stored or produced in a facility where other allergens are present. Please read all labels and packaging before using what you purchase to ensure you have up-to-date information and know how the product should be used, and as sometimes there isn't the room on our product page to include all pertinent information. We recommend all goods are stored in their original container/package and kept completely airtight, unless recommended otherwise by the manufacturer. We cannot be held responsible for degradation of goods that have been transferred to other containers.
'Best Before' dates (which are commonly found on longlife goods stored at room temperature) are there to indicate that a product will be at its very highest quality before that particular date. After this date has passed, it should still be good to use for a while afterwards. In contrast, a 'Use by' or 'Expiry' date (often found on goods that require refrigeration) means you should not consume the food after that date. Sussex Wholefoods goods (excluding bulk sizes) have the Best Before date displayed on the product page in green lettering. We aim to provide the longest dates possible for products, but sometimes when a product is short-dated, its price will be discounted. For short-dated products (including those in our Clearance section) we also display the Best Before date just underneath the 'Add to Basket' button.
If you're concerned about traces of any allergens being present in anything we sell, please don't automatically assume any product is free from anything unless this is specifically stated on the product page. If in any doubt, please email us and we'll be happy to give you more information.
We endeavour to send all products out with the longest time possible until the 'Best Before' date, and very often these dates will be a good one or two years in the future. Please note different products degrade at different speeds, and some products will only have a number of months before this date as soon as they're packed/manufactured. We consider a Best Before date of under a month (from the date of receipt) on most goods unacceptable. Some exceptions apply. If you have received a product that you feel this applies to, please let us know and we'll be happy to refund or replace it. Please note that this does not apply to chilled goods, bakery or products where the Best Before date has been displayed on the product page at time of purchase. If you require a particular minimum shelf life, please email us before you make an order and we'll be very happy to advise you if this can be accommodated. Best Before dates for regular sizes of products from our in-house range (Sussex Wholefoods) are visible on the product page in green lettering. Best Before dates for bulk sizes are avilable upon request. Please ensure you check these before ordering if you need your product to be within a certain date.
If you require any special documentation for the goods you are purchasing from us (Certificates of Analysis, data sheets etc.), kindly let us know these requirements prior to placing the order, as obtaining them subsequently can be very difficult. Please note there may be an administration charge for these.
Please note that any wooden scoops shown in product photographs for Sussex Wholefoods products are for display purposes only and do not come with the product.
Please do not assume that products purchased from Healthy Supplies, such as seeds and grains, will sprout, as they may have been heat-treated.
Pet owners - please be aware that certain foods which are excellent for humans (such as Raisins, Macadamias, Chocolate and Xylitol) can be toxic to certain pets.
Chilled terms and conditions
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.
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.
Healthy Supplies Ltd is a limited company, reg. 6960233. Vat No. 976016309.
How to contact us
We welcome feedback. Please allow 4 working days for an answer to queries - we work as fast as we can on customer service, and response times are usually much faster - but sometimes our inbox can be incredibly busy!
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
South Coast House
35 Chartwell Road
Lancing Business Park
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.
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
Personally identifiable information (PII)
Credit card holder data
Things we do not want to receive: