Delivery Terms & Conditions and Returns Policy

1. Introduction and Scope

These Delivery Terms & Conditions and Returns Policy ("this Policy") apply to every order placed through www.nanafoods.co.uk ("the Site"), operated by Nana Foods Ltd, a company registered in England and Wales under company number 11323661, with its registered office at 209 The Heights, Northolt, England, UB5 4BX ("we", "us", "our"). This Policy forms part of, and should be read alongside, our main Terms and Conditions of Sale and our Privacy Policy.

This Policy covers the delivery of fresh, chilled, frozen and ambient grocery products, including meat, poultry, fish, fruit, vegetables, dairy, bakery and packaged/ambient grocery items ordered through the Site. By placing an order, you agree to be bound by this Policy.

Nothing in this Policy affects your statutory rights as a consumer under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable UK consumer protection law.

2. Definitions

3. Delivery Areas and Coverage

We currently deliver to the postcode areas listed at checkout, which principally cover Milton Keynes and the surrounding areas, with selected nationwide delivery for chilled and frozen meat boxes via our courier partners.

Coverage may change from time to time; you can confirm whether we deliver to your postcode by entering it at checkout or on our delivery information page.

• We reserve the right to restrict or withdraw delivery to specific postcodes or addresses, including where deliveries have repeatedly failed due to no one being available to accept them.
• Remote or non-standard addresses (e.g. certain rural postcodes, Scottish Highlands and Islands, Channel Islands) may incur additional charges, extended timeframes, or may be excluded from next-day chilled/frozen delivery — this will be shown at checkout before you pay.
• For nationwide chilled/frozen orders we use temperature-controlled courier partners; for local Milton Keynes area orders we may use our own delivery drivers.

4. Delivery Charges and Minimum Order Value

Delivery charges and any minimum order value are shown clearly at checkout before you confirm your order, and depend on your postcode, order value, order weight and the delivery/courier service selected (e.g. standard, next day, timed slot).

We reserve the right to change delivery charges at any time, but changes will not affect orders you have already placed and paid for.

5. Order Processing, Delivery Slots and Timing

• Once you place an order, we will send an Order Confirmation. This confirms we have received your order but does not guarantee availability of every item — see Section 7 (Substitutions & Availability).
• You will be asked to choose an available delivery slot or date at checkout where slot-based delivery is offered. Delivery windows are estimates; we will notify you by email, SMS or phone as soon as reasonably possible if a delay is expected.
• Cut-off times for same-day or next-day delivery are shown on the Site and may vary by postcode, product range (e.g. fresh meat cut-to-order) and demand, particularly around religious and public holidays (e.g. Eid, Christmas, Ramadan).
• For fresh, cut-to-order meat and poultry, please allow additional preparation time; estimated dispatch/preparation times will be shown on the relevant product page.
• If we are unable to deliver within 30 days of your order (or an agreed later date), you may cancel your order and receive a full refund, in accordance with the Consumer Contracts Regulations 2013.

6. Click & Collect Policy

As an alternative to home delivery, you may choose Click & Collect at checkout and collect your order in person from our Milton Keynes premises at Shop address, free of charge.

6.1 Placing and Preparing Your Order

• Select Click & Collect and your preferred collection slot at checkout. As with delivery, cut-off times apply for same-day or next-day collection, and fresh, cut-to-order meat may need additional preparation time — this will be shown on the relevant product page.
• We will send you a collection-ready notification (by email or SMS) once your order has been picked, packed and is ready — please wait for this confirmation before travelling to collect it.
• The same substitution policy set out in Section 7 (Product Availability and Substitutions) applies to Click & Collect orders where an item is unavailable.

6.2 Collecting Your Order

• Please bring your Order Confirmation (printed or on your phone) or your order number, and the payment card used to place the order or valid photo ID, so we can verify your identity before releasing the order.
• Orders may be collected by a nominated third party (e.g. a family member or friend) provided they have your order number and, where asked, proof of identity.
• Please collect your order within your chosen collection window. If you anticipate arriving outside this window, contact us as soon as possible so we can try to hold your order or rearrange your slot.

6.3 Uncollected Orders

• Because our orders include fresh and frozen perishable products, we can only hold a prepared order for a limited period — typically until close of business on the day of your booked slot, or 2 hours after your slot, whichever is shorter — before it must be treated as unrecoverable for food-safety reasons.
• If you do not collect a Perishable Products order within this period and have not contacted us to rearrange, we reserve the right to dispose of the perishable items and you will not be entitled to a refund for those items, as the failure to collect was outside our control.
• Ambient/Non-Perishable items from an uncollected order can typically be held for longer or rescheduled — please contact us to arrange this.
• If we are at fault for an order not being ready or available for collection within a reasonable time of your slot, you will be entitled to a full refund or a rearranged collection, at your choice, at no extra cost.

6.4 Collection Hours and Location

The quality, refund, returns, cancellation and complaints provisions elsewhere in this Policy (Sections 9 to 13) apply equally to Click & Collect orders, except where they specifically relate to courier or home delivery.

7. Product Availability and Substitutions

As a fresh food and grocery retailer, occasional stock shortages are unavoidable. Where an item you have ordered is unavailable, we will do one of the following:

• Contact you (by phone, SMS, WhatsApp or email) to agree a suitable substitute of equal or greater value at no extra cost to you, where practical to do so; or
• Omit the item from your order and refund you in full for that item, including any delivery charge attributable solely to that item; or
• Offer you the choice to reschedule delivery of that item to a later date, where you would prefer to wait.

8. Receiving Your Delivery

• Someone aged 18 or over should be available at the delivery address to accept and check the order at the time of the agreed slot.
• If no one is available, our driver or courier will, where safe and practical, leave the order in a safe, shaded place, with a neighbour, or attempt redelivery/hold it for collection — please give clear delivery instructions at checkout to help us do this.
• Because our orders contain chilled and frozen perishable goods, we cannot leave temperature-sensitive items unattended for extended periods, and we cannot be responsible for spoilage caused by a delay in collecting goods left in a safe place, or by an incorrect or incomplete address or delivery instructions provided by you.
• If a delivery attempt fails because of an incorrect address, no access, or nobody available and no safe location, we may charge a reasonable re-delivery fee to cover courier/driver costs, and — for Perishable Products — the original items may need to be treated as unrecoverable and re-ordered.
• Please check your order against the delivery note as soon as it arrives and before signing for it (or within a reasonable time if using contactless drop-off), so that any issues can be reported promptly under Section 10 below.
• Risk in the products (for example, risk of loss or damage) passes to you at the point of delivery to your nominated address, or on collection if you use Click & Collect. Ownership of the products passes to you once we have received payment in full.

9. Your Right to Cancel (Cooling-Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, most online orders can be cancelled within 14 days without giving a reason. However, the law specifically exempts goods that are liable to deteriorate or expire rapidly.

• You may cancel or amend any order, including Perishable Products, free of charge up until the applicable cut off time shown at checkout (typically 4 hours before your delivery slot), by contacting us via Phone/WhatsApp +447777713454 or through your account.
• For Ambient/Non-Perishable Products only, you have the standard 14-day right to cancel from the day you receive the goods, provided they are unused, unopened and in a resaleable condition. See Section 11 for how to return these.
• This exemption does not in any way reduce your separate legal rights if goods are faulty, damaged, not as described, or not of satisfactory quality — see Section 10.

10. Damaged, Faulty, Missing or Incorrect Items

Your rights here are protected by the Consumer Rights Act 2015 and are separate from — and unaffected by — the perishable-goods cancellation exemption above. If any item you receive is:

If any item you receive is:

• damaged, spoiled, or not fit for consumption on arrival;
• faulty, of unsatisfactory quality, or not as described;
• missing from your delivery despite being charged for; or
• the wrong item, wrong weight, or an incorrect substitution,

please tell us within 24 hours of delivery for Perishable Products (or as soon as reasonably possible, given their short shelf life), and within 30 days for Ambient/Non-Perishable Products. Contact our customer service team at [email/phone/WhatsApp] with your order number, a description of the issue, and — where possible — a photograph of the item and its packaging.

Once notified, we will, at your choice and free of charge: replace the item, redeliver a correct item, or refund you in full (including any delivery charge that relates solely to that item) — usually within 5 to 10 working days, and to the original payment method.

Once notified, we will, at your choice and free of charge: replace the item, redeliver a correct item, or refund you in full (including any delivery charge that relates solely to that item) — usually within 5 to 10 working days, and to the original payment method.

11. Returns Policy

10.1 Perishable Products (fresh meat, poultry, fish, dairy, fresh produce, bakery)

For hygiene, food safety, and traceability reasons — and in line with practice across the UK grocery sector — we cannot accept the physical return of Perishable Products once they have left our premises or a courier's cold chain, purely because you have changed your mind. This includes fresh meat, poultry, fish, dairy and fresh produce that has already been delivered.

• If a Perishable Product is faulty, spoiled, or not as described on arrival, you do not need to return it physically in most cases — we will ask for a photo, and you should dispose of the item safely once we've confirmed your refund or replacement, unless we ask to arrange collection for quality-investigation purposes.
• Please do not send perishable items back to us by post or courier unless we specifically ask you to.

10.2 Ambient / Non-Perishable Products (packaged groceries, tins, dried goods, drinks, non food items)

• You may return unopened, unused Ambient Products within 14 days of delivery if you change your mind, in accordance with your statutory cancellation rights.
• Items must be returned in their original, unopened packaging, in a resaleable condition, together with your order number or proof of purchase.
• You may return items by [dropping them at our Milton Keynes premises / arranging a courier collection], at [your cost / our cost, delete as applicable]. Please contact us first to arrange this.
• For hygiene and food-safety reasons, we cannot accept returns of any opened food or drink product, or any product with a broken seal, unless it is faulty.

10.3 Non-returnable Items

• Perishable, chilled or frozen goods once delivered (change of mind)
• Opened, unsealed, or part-used food, drink or grocery items (unless faulty)
• Items made or cut to your specification (e.g. bespoke meat cuts, marinated-to-order, festive turkey deposits/reservations)
• Gift cards and promotional vouchers

None of the above exclusions affect your right to a refund, replacement or repair where goods are faulty, unsafe, or not as described under the Consumer Rights Act 2015.

12. Refunds

• Approved refunds are issued to your original payment method within 5 to 10 working days of approval.
• Where a cancellation, missing item, or return relates to only part of your order, we will refund the price of the affected item(s) and any delivery charge that relates solely to those items; the standard delivery charge for the remainder of your order is non-refundable unless the whole order is cancelled or undelivered.
• If you paid for an enhanced or express delivery service, we will only refund the cost of our standard delivery service where a refund of delivery charges is due, in line with the Consumer Contracts Regulations 2013.
• We do not charge restocking or handling fees on approved returns or refunds.

13. Complaints and Dispute Resolution

If you're unhappy with any aspect of your order or delivery, please contact our customer service team first at [email], [Phone +447777713454] or [WhatsApp+447777713454], Monday to Saturday, [9am–6pm]. We aim to acknowledge complaints within 1 working day and resolve them within 5 working days.

If we're unable to resolve your complaint directly, you may refer the matter to an independent Alternative Dispute Resolution (ADR) provider, such as [The Retail Ombudsman / Consumer Arbitration], or use the European

Commission's Online Dispute Resolution platform where applicable. This does not affect your right to take legal action instead.

14. Food Safety, Cold Chain and Halal Assurance

• All chilled and frozen products are packed with insulated packaging and ice packs/gel packs designed to maintain safe temperatures for the duration of transit (typically up to 24–48 hours in an unopened box).
• Please refrigerate or freeze perishable items immediately on receipt, and check use-by/best-before dates before consuming.
• All meat and poultry products are Halal Food Authority (HFA) / HMC -certified as stated on the relevant product page; certification details are available on request.
• We are registered with Milton Keynes Council as a food business.

15. Liability

We are responsible for loss or damage you suffer that is a foreseeable result of our breach of this Policy or our negligence, but we are not liable for loss or damage that is not foreseeable, or for indirect or business losses. Nothing in this Policy excludes or limits our liability for death or personal injury caused by our negligence, for fraud, or for any liability that cannot be excluded or limited under UK law, including your rights under the Consumer Rights Act 2015.

We are not liable for delays or failures in delivery caused by events outside our reasonable control, including extreme weather, road closures, courier network disruption, or industrial action, though we will keep you informed and offer a rescheduled slot or refund where appropriate.

16. Governing Law

This Policy, and any order placed through nanafoods.co.uk, is governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction, without prejudice to your right as a consumer to bring proceedings in the courts of the part of the UK in which you live.

17. Contact Us