1. Who we are
Heritage Grocer is the trading name of HERITAGE GLOBAL FOODS LTD (Company No. 16229066), registered office Unit C5, Kembrey Street, Elgin Industrial Estate, Swindon, England, SN2 8UY, directed by Sreeshankar Sreeshankar. Contact for all returns and refunds: orders@heritagegrocer.co.uk or +44 7836 674533.
Because we sell fresh food, your rights work differently for perishable and non-perishable goods. This page sets out three separate rights, and none of them reduces the others: our 24-hour freshness promise, your 14-day cancellation right on ambient goods, and your statutory rights on faulty goods.
2. Our freshness promise — perishable goods
Fresh fruit, vegetables, salad and herbs are perishable. Under regulation 28(3) of the Consumer Contracts Regulations 2013, goods liable to deteriorate or expire rapidly are exempt from the standard 14-day cancellation right, so once a perishable order has been dispatched it cannot be cancelled for change of mind.
Instead, every perishable item is covered by our freshness promise: if anything arrives in a condition you are not happy with — damaged, spoiled, past its date, or not to the standard you would pick yourself — tell us within 24 hours of delivery at orders@heritagegrocer.co.uk, ideally with a photo, and we will refund the item or replace it on the next delivery, whichever you prefer. You do not need to return perishable items to us; please do not consume goods you are reporting as unsafe.
3. 14-day cancellation right — ambient goods
For shelf-stable pantry goods (for example tinned goods, dried goods, oils, preserves and unopened beverages), you have the statutory right under the Consumer Contracts Regulations 2013 to cancel your purchase up to 14 days after the day of delivery, for any reason. To cancel, email orders@heritagegrocer.co.uk within the 14-day period. Return the goods to us within 14 days of telling us, unopened and with any seals intact (you may inspect goods as you would in a shop, but food that has been opened or unsealed cannot be resold and may be subject to a deduction for diminished value). You pay the cost of returning ambient goods for change of mind; you may also request that we collect them on one of our delivery rounds for a collection charge quoted in advance. We will refund the goods and standard outbound delivery within 14 days of receiving the goods back.
4. Faulty or not-as-described goods — all goods
Under the Consumer Rights Act 2015, all goods must be of satisfactory quality, fit for purpose and as described. If any item — perishable or ambient — is faulty, unsafe, or not what you ordered, you are entitled to a full refund; for food this will almost always be the short-term right to reject with a full refund. We will also cover any cost of returning faulty goods, or simply ask you to dispose of them where return is impractical. Nothing in this policy limits these statutory rights.
5. How refunds are paid
All refunds are made to the original payment method. Freshness-promise refunds are processed within 3 working days of your report being confirmed. Cancellation refunds are processed within 14 days of receiving the goods back (or of your cancellation notice where no return is required). If a refund has not appeared within 10 working days of our confirmation email, contact us and we will chase it with the payment provider.
6. Missed deliveries and substitutions
What happens when nobody is available to receive a chilled delivery, and how we handle out-of-stock items, is set out in the Delivery Policy. If we cannot supply an item and you have not approved a substitution, that item is refunded automatically.
This policy was last updated in July 2026 and does not affect your statutory rights.
