Cancellations, returns and refunds

If something is wrong with your order

Everything we sell has to be as described, of satisfactory quality and fit for purpose. That is your right under the Consumer Rights Act 2015 and nothing on this page reduces it.

Tell us if an item is:

• damaged, spoiled or past its date when it arrives
• missing from your order
• not the item you ordered
• not as it was described on the site

We will refund or replace it. Your order is at our risk until it is physically in your hands, so anything that goes wrong on the way to you is ours to fix, not yours.

How long you have

For most goods you have 30 days from delivery to reject a faulty item and get a full refund. For food that perishes sooner than that, the period is shorter — you can reject a perishable item up to its use-by or best-before date. The 30 days still applies to everything else in the same order.

Please tell us as soon as you reasonably can, and — if it is safe to do so — keep the item and take a photograph. We ask this to help us sort it out quickly; it is not a condition of your refund, and we cannot cut short the time the law gives you.

After those periods you still have rights: we will repair, replace or refund goods that were not of satisfactory quality when they were sold to you.

Changing your mind

Because you are buying online without seeing the goods, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 normally give you 14 days to change your mind. Those Regulations also say that right does not apply to goods that go off quickly, or to sealed goods you have opened.

Groceries are a mixture of both, so here is exactly where you stand, item by item.

• Fresh, chilled and frozen food

  Cannot be cancelled

  Meat, fish, dairy, fruit and vegetables, bakery, chilled ready meals and anything frozen. Once it has left our cold chain we cannot sell it to anyone else.

• Sealed packets of dry food, once you have opened them

  Can be cancelled — until you open it

  Rice, flour, spices and similar. While the packet is still sealed you can cancel it. Once it is open we cannot take it back, for hygiene reasons.

• Tins, jars, bottles and unopened dry goods

  Can be cancelled — 14 days

  Anything ambient and still sealed as it was delivered. This is the ordinary 14-day right and we do not restrict it.

• Non-food items

  Can be cancelled — 14 days

  Cookware, utensils and anything else that is not food, provided it is unused.

• Anything you have decanted or mixed with your own food

  Cannot be cancelled

  Once it is mixed in with something else it can no longer be separated out and returned.

None of this affects your right to a refund if something is faulty — that applies to everything we sell, fresh food included.

How long you have to cancel

Fourteen days, counted from the day your order arrives. If your order arrives in more than one delivery, the 14 days run from the day the last part of it arrives.

How to cancel

Just tell us clearly that you want to cancel, before the 14 days are up. Email hello@entekeralam.uk, telephone 07887 141400, or write to us at 136 Duke Street, St Helens, WA10 2JL. Please quote your order number.

You do not have to use any particular form of words. If you would rather use a standard form, this is the one the Regulations set out — copy it, fill it in and send it to us. You do not have to use it.

The instructions that go with this form — what happens after you cancel, and how the refund is worked out — are on the cancellation form and instructions page, in the words the law sets out.

Sending the items back

If you cancel, please send the items back to us within 14 days of telling us. Send them to 136 Duke Street, St Helens, WA10 2JL.

You pay the cost of returning the items. We are required to tell you this in advance, and we are telling you here. If it is easier, get in touch and we will try to arrange for a driver to collect them on a future round — we will agree the cost with you first, and we will not charge you anything you have not agreed to.

Please look after the items while you have them. You are welcome to handle them as you would in a shop, but if you handle them more than that and their value drops as a result, we may reduce your refund to reflect it.

Your refund

• If you cancel your whole order, we refund everything you paid, including the handling fee.
• If you cancel only part of it, we refund those items but keep the handling fee, because the delivery still happened.
• We refund within 14 days of getting the items back, or of you showing us you have sent them — whichever is sooner.
• The refund goes back to the card you paid with. There is no fee for a refund and we never issue a credit note instead of your money.

If a delivery does not happen

You choose a delivery date at checkout and we ask that someone is there to take the order, or that you tell us somewhere safe to leave it.

If the delivery failed because of us — the vehicle broke down, the round ran out of time, we never turned up, or we came on the wrong day — then this does not apply and you get the whole amount back, handling fee included. We do not charge you for our own mistakes.

We will never charge you for food that has spoiled on a journey back to us. Until your order is actually in your hands it is at our risk, not yours.

The easiest way to avoid all of this is to leave a delivery instruction at checkout — a safe place or a neighbour. Please do not nominate a safe place for chilled or frozen items; we cannot leave those out.

If you are not happy with how we handled it

Please contact us first and give us a chance to put it right — email hello@entekeralam.uk or telephone 07887 141400. We will acknowledge your complaint and tell you what we are doing about it.

If we cannot resolve it between us, you can get free, impartial advice from the Citizens Advice consumer service, who can refer the matter to Trading Standards. Nothing here affects your right to take the matter to court.