1. About us
These Terms and Conditions of Sale apply to goods purchased from Hellenic Grocery Limited through our website, online customer portal, by telephone, by email or through another ordering method accepted by us.
Our company details are:
Company: Hellenic Grocery Limited
Company number: 08603006
Registered office: Valori House, Omega Park, Alton, England, GU34 2QE
VAT number: GB171817403
Telephone: 0333 188 3355
Email: support@hellenicgrocery.co.uk
In these terms, “Hellenic Grocery”, “we”, “us” and “our” refer to Hellenic Grocery Limited.
2. Who these terms apply to
These terms apply to:
- Individuals buying products wholly or mainly for personal use, referred to as “Consumers”.
- Businesses, restaurants, retailers, caterers, organisations and other customers buying products for commercial purposes, referred to as “Business Customers”.
- Approved wholesale customers using a Hellenic Grocery wholesale account.
Additional Wholesale Account and Credit Terms apply to wholesale customers. If there is a conflict between these general terms and the Wholesale Account and Credit Terms, the Wholesale Account and Credit Terms will take priority for the wholesale transaction concerned.
We currently accept orders for delivery within the United Kingdom only.
Any future international sales may be subject to separate delivery, tax, customs and international sales terms.
3. Acceptance of these terms
By placing an order with us, you confirm that:
- You have read and accepted the version of these terms presented at the time of the order.
- The information you have supplied is complete and accurate.
- You are at least 18 years old.
- Where you are ordering for a business or organisation, you are authorised to place the order and bind that business or organisation.
A copy of the current terms will be available on our website and may be downloaded or printed.
4. Customer accounts and passwords
You may be required to create an online account before accessing certain prices, products or ordering facilities.
You are responsible for:
- Providing accurate account and contact information.
- Keeping your information up to date.
- Maintaining the confidentiality of your password.
- Restricting access to your account.
- Ensuring that only authorised persons place orders through your account.
- Informing us promptly if you believe your account has been accessed without authority.
We may assume that an order placed through your account was placed with your authority unless you notified us of unauthorised access before the order was accepted.
We may suspend an account where we reasonably believe that:
- The account is being used fraudulently or without authority.
- Information supplied to us is inaccurate.
- The account presents a payment, security or legal risk.
- These terms have been materially breached.
5. Product information
We take reasonable care to ensure that product descriptions, images, prices and other information displayed on our website are accurate.
However:
- Product images are for illustrative purposes.
- Packaging, appearance, labelling and presentation may change.
- Manufacturers may change recipes, ingredients, production methods or product specifications.
- Colours and product appearance may vary depending on the device or screen used.
- Sizes, weights and quantities may be subject to reasonable manufacturing tolerances.
Where a product’s packaging differs from information previously displayed online, the information appearing on the current product packaging should be checked before use or consumption.
6. Ingredients, allergens and dietary information
Customers must check the current product label, ingredient list, allergen declaration and storage instructions before consuming, preparing, serving or reselling a product.
Customers with allergies, intolerances or specific dietary requirements should not rely solely on website images or general product descriptions.
Please contact us before ordering if you require clarification regarding a product. Nothing in this section limits any legal responsibility that cannot lawfully be excluded.
Wholesale customers are responsible for ensuring that product information and allergen information remain available to their own customers as required by applicable law.
7. Prices and VAT
Retail prices displayed to Consumers will include VAT where VAT applies, unless clearly stated otherwise.
Wholesale prices are normally displayed exclusive of VAT. Applicable VAT will be added and shown before the order is confirmed or on the relevant invoice.
Prices may change at any time, but a price change will not normally affect an order that we have already accepted.
If a product is listed at an obviously incorrect price because of an administrative, technical or system error, we may:
- Contact you to confirm whether you wish to proceed at the correct price; or
- Cancel the affected item or order and refund any amount paid.
Delivery charges will be displayed or communicated before an order is accepted.
8. Placing an order
An order submitted through our website or customer portal is an offer to purchase goods from us.
Receiving an automated order acknowledgement does not necessarily mean that we have accepted the order.
An order is accepted when we:
- Send an order or dispatch confirmation;
- Confirm acceptance directly in writing; or
- Dispatch the goods,
whichever occurs first.
We may decline or cancel an order before acceptance where:
- A product is unavailable.
- Payment has not been authorised or received.
- Account or credit requirements have not been satisfied.
- There is an obvious pricing or product-description error.
- Delivery to the requested location is unavailable.
- We reasonably suspect fraud, misuse or unlawful activity.
- We cannot lawfully supply the product.
- A wholesale account is suspended or does not satisfy its credit conditions.
Where we cancel an order after receiving payment, we will refund the amount paid for the cancelled goods.
9. Product availability and substitutions
All orders are subject to availability.
Where a product is unavailable, we may:
- Contact you to offer a suitable alternative;
- Remove the unavailable item from the order; or
- Cancel the affected item and refund any amount paid for it.
We will not knowingly substitute a materially different product without your agreement.
10. Payment
Retail orders must normally be paid in full when the order is placed.
Wholesale orders are subject to the additional Wholesale Account and Credit Terms.
Payment must be made through a payment method accepted by us. Payment will only be treated as received when it is available to us in cleared funds.
You are responsible for ensuring that the payment information you provide is correct and that you are authorised to use the selected payment method.
11. Delivery
We will deliver to the address accepted by us when the order is placed.
Delivery dates and times are estimates unless we expressly confirm in writing that a particular date or time is guaranteed.
You are responsible for:
- Providing a complete and accurate delivery address.
- Informing us of relevant access restrictions.
- Ensuring that an authorised person is available to receive the order.
- Ensuring that chilled, frozen and other temperature-sensitive goods can be accepted and stored without delay.
We are not responsible for delay caused by incorrect delivery information, inaccessible premises, absence of an authorised recipient or circumstances outside our reasonable control.
For Business Customers, we may charge reasonable additional delivery, storage, redelivery or handling costs where delivery cannot be completed because of the customer’s act or omission
12. Inspection on delivery
Customers should check the delivery as soon as reasonably possible.
Any visible damage, shortage or incorrect item should, where possible, be recorded with the driver or on the proof of delivery.
Consumers should contact us promptly if goods are damaged, defective, missing or incorrect. This request does not reduce or replace any statutory consumer rights.
Business and wholesale customers must follow the inspection and notification requirements contained in the Wholesale Account and Credit Terms.
13. Chilled, frozen and perishable products
Chilled, frozen and perishable products must be accepted promptly and placed into suitable storage immediately after delivery.
The customer is responsible for following:
- The product’s storage instructions.
- Temperature requirements.
- Use-by and best-before information.
- Food-safety and handling instructions.
We are not responsible for deterioration caused after delivery by incorrect storage, delayed refrigeration or freezing, broken cold-chain controls, improper handling or failure to follow the product instructions.
This does not limit liability for goods that were already defective or unsuitable when delivered.
14. Consumer cancellation rights
This section applies only where you are a Consumer purchasing at a distance.
Subject to the legal exceptions described below, you may cancel an online order without giving a reason by notifying us within 14 days beginning on the day after you, or a person nominated by you, receives the goods.
The right to cancel does not apply, or may cease to apply, to certain goods, including:
- Goods that are liable to deteriorate or expire rapidly.
- Sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed.
- Goods made or clearly personalised specifically for you.
- Any other goods excluded from the statutory cancellation right.
To cancel, you must make a clear statement to us by email, post or another method accepted by us. You may use the cancellation form at the end of these terms, but you are not required to do so.
Where cancellation rights apply:
- You must return the goods within 14 days after notifying us of the cancellation.
- You are normally responsible for the direct cost of returning goods unless they are faulty, incorrect or we have agreed otherwise.
- Goods must be returned using suitable packaging.
- We may make a lawful deduction where goods have been handled beyond what is reasonably necessary to inspect them.
- We will refund the price and the cost of our least expensive standard delivery method, where legally required.
- We may wait until the goods are returned, or until you provide evidence of return, before issuing the refund.
15. Faulty, damaged or incorrectly supplied goods
Nothing in these terms affects the statutory rights of Consumers.
If you are a Consumer and the goods are faulty, damaged, not as described or otherwise fail to meet applicable legal requirements, please contact us promptly with:
- Your order number.
- The product concerned.
- A description of the problem.
- Photographs where reasonably possible.
Depending on the circumstances and your legal rights, an appropriate remedy may include a refund, repair, replacement or price reduction.
Perishable goods should be reported as soon as the problem is discovered because their nature may make later investigation difficult.
16. Consumer returns
Before returning goods, please contact us at support@hellenicgrocery.co.uk to obtain instructions.
Unless the goods are faulty or incorrectly supplied, returned goods remain your responsibility until received by us.
We recommend using an appropriate tracked delivery method and retaining evidence of postage.
We cannot accept a change-of-mind return where the statutory cancellation right does not apply, including where relevant goods have deteriorated, expired, been opened contrary to hygiene requirements or have not been stored appropriately.
17. Business and wholesale returns
Business and wholesale customers do not receive consumer cancellation rights.
Business goods may only be returned:
- With our prior written approval.
- In accordance with the Wholesale Account and Credit Terms.
- Using any return reference or instructions issued by us.
Unless goods are defective or incorrectly supplied, we are not required to accept the return of correctly supplied business goods.
Special-order, chilled, frozen, perishable, opened, damaged or improperly stored products will not normally be accepted for return.
18. Ownership and risk
For Consumers, risk in the goods passes when the goods come into the physical possession of the Consumer or a person identified by the Consumer to receive them.
For Business Customers, risk passes in accordance with the Wholesale Account and Credit Terms or, where those terms do not apply, when the goods are delivered to the delivery address or collected by the customer.
Ownership of goods does not pass until we have received payment in full for the relevant goods.
19. Liability to Consumers
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for:
- Death or personal injury caused by negligence.
- Fraud or fraudulent misrepresentation.
- Breach of rights that cannot lawfully be excluded.
- Defective products where liability cannot lawfully be excluded.
We are not responsible for loss that was not reasonably foreseeable when the contract was made or for business losses suffered by a Consumer acting wholly or mainly outside a business purpose.
20. Liability to Business Customers
Subject to liabilities that cannot lawfully be excluded:
- We will not be liable for loss of profit, revenue, business, opportunity, goodwill, anticipated savings or any indirect or consequential loss.
- Our total liability arising from an individual order will not normally exceed the amount paid or payable for the goods giving rise to the claim.
- We are not liable for loss caused by a customer’s failure to follow storage, handling, food-safety or product instructions.
- We are not liable for a customer’s onward sale, preparation, alteration or use of the goods after delivery, except to the extent that the loss was caused by our breach or negligence.
These limitations apply only to the extent that they are lawful, fair and reasonable.
21. Events outside our reasonable control
We will not be responsible for delay or failure caused by circumstances outside our reasonable control, including severe weather, transport disruption, supplier failure, labour disruption, power or system failure, governmental action, import disruption, fire, flood, epidemic, civil emergency or similar events.
We will take reasonable steps to minimise the effect of such an event and will contact affected customers where practical.
22. Personal information
We process personal information in accordance with our Privacy Policy.
Our Cookie Policy explains how cookies and similar technologies are used on our website.
Acceptance of these sales terms does not constitute consent to receive optional marketing communications. Marketing preferences will be managed separately.
23. Complaints
Please send complaints to:
Email: support@hellenicgrocery.co.uk
Telephone: 0333 188 3355
Post: Hellenic Grocery Limited, Valori House, Omega Park, Alton, England, GU34 2QE
Please include your name, order or invoice number and sufficient details for us to investigate.
24. Changes to these terms
We may update these terms from time to time.
The version applying to an order will normally be the version presented when that order was placed.
Where a material change affects an existing wholesale account, we may require the customer to review and accept the updated terms before placing another order.
25. Severability and waiver
If any provision of these terms is found to be unlawful or unenforceable, the remaining provisions will continue to apply.
A failure or delay by us in exercising a right does not mean that we have waived that right.
26. Governing law and jurisdiction
These terms and any dispute arising from them are governed by the laws of England and Wales.
If you are a Consumer, you retain any mandatory rights regarding the courts or laws of the part of the United Kingdom in which you live.
Business Customers agree that the courts of England and Wales will have exclusive jurisdiction, unless we agree otherwise in writing.
Consumer Cancellation Form
Complete and return this form only if you wish to cancel a contract and have a legal right to do so.
To: Hellenic Grocery Limited
Valori House, Omega Park, Alton, England, GU34 2QE
Email: support@hellenicgrocery.co.uk
I/We hereby give notice that I/We cancel my/our contract for the sale of the following goods:
Goods:
[INSERT]
Order number:
[INSERT]
Ordered on / received on:
[INSERT]
Customer name:
[INSERT]
Customer address:
[INSERT]
Signature, if submitted on paper:
[INSERT]
Date:
[INSERT]