Terms & Conditions

 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 'Accept & 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.

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, please contact us within 14 days of delivery. We will 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 items and their packaging - without this evidence we cannot issue refunds or send a replacement. 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.

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.

If it's been lost in the post.

See "Delivery" below.

Please ensure that you input your delivery address correctly. We are unable to refund orders that are lost in the post due to mislabelling. We also are unable to cover the redelivery costs of such orders. Healthy Supplies accepts no responsibility if you enter an insufficient delivery address. Nor will we 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. So please check your details fully before submitting an order.

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. 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. 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. If you wish to change these instructions after dispatch, this must be done through us, so please let us know as soon as possible and note that changing these instructions may lead to a delivery delay. If you contact the couriers independently and change the instructions, this will void your right to a refund or replacement if you tell us you havent 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. The 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.

  • If you change your mind after dispatch but before receiving your order
  • We are unable to cancel orders once they have been despatched. 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 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. You can send any goods back for a refund, provided that they are unopened and in a saleable condition. Please contact us before returning any items. Well let you know the address to send them to, and well process a refund for the goods when they come back to us. Your postal charges are not refundable if you choose to return goods you have changed your mind about. Please obtain proof of postage.

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

Promotional Codes, Vouchers 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.
  • 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.
  • Healthy Supplies reserves the right to change these Terms and Conditions at any time.

Delivery

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 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.

If your item has been delayed in the post, the course of action required depends on which postal method was chosen.

Parcelforce

Parcelforce are very reliable, and it is not expected that there will be any problems. You can choose Parcelforce for delivery in your basket by choosing the Standard or Express Trackable Courier Service option, and it is a good price. It's automatically chosen for heavier orders.

Chilled Delivery

Our chilled delivery costs 7.99, this is at the highest end of our delivery charges and due to the additional special care that is required for chilled deliveries. All orders are despatched with our premium courier Parcelforce. 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 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.

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 couriers 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 currently 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 manufacturers guidelines, and you accept they are safe for those periods of time they are not stored below the recommended temperature.

Split Orders

Some orders may be split into smaller shipments.

Product Information

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, the photos provided on a product's respective page will not always be indicative of the product you'll receive, we try our best to provide up-to-date imagery but are not always aware of a product or item appearance change prior to receiving the stock, or being made aware by the manufacturer or supplier, so please be aware 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.

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.

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.

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) unacceptable, so if you have received a product this applies to, please let us know and we'll be happy to refund or replace it, or offer a voucher for use on the website. 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.

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 manufacturers 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 couriers depot to await redelivery if there is nobody present, and you also acknowledge that couriers are not currently 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

Please see our privacy policy here.

Company Information

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
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 youve discovered confidential between yourself and Healthy Supplies until weve 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.
Scope
  • [Website URI]
  • [Product Information]
  • 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:
  • Personally identifiable information (PII)
  • Credit card holder data

  • Customer Reviews on Trustpilot