Terms & Conditions

Welcome to the Home From Home terms and conditions of sale. 

These terms and conditions apply to any products that you may purchase from our website www.homefromhomefoods.com

If you do not accept these terms and conditions, you should not order any products from us.


1. UK Customers Only

1.1 - Our website is only intended for use by people resident on mainland England, Scotland and Wales. We are unable to accept orders from people resident in any other countries. 


2. Registration and Contract

2.1 - Our website is only intended for use by consumers; Home From Home reserves the right to alter or withdraw the grocery service at any time, to refuse the service to any customer and to amend these terms and conditions. If we make any changes to these terms, we will let you know as soon as possible by posting the changes on our Website and updating the date below. Any such changes will take effect when posted on the website and it is your responsibility to read the terms and conditions on each occasion you use this website. Your continued use of the website shall signify your acceptance to be bound by the latest terms and conditions.

2.2 - You must be 18 years or over and must complete the registration procedure to use our grocery service.

2.3 - By registering for this service you agree that the details provided by you on registration, or at any time, are correct and complete. You must inform us immediately of any changes to the information that you provided when registering by updating your personal details. You must give us your real name, address, phone number, email address and any other details that we may require to process your order.

2.4 - Your email address is essential in order for us to be able to supply you with important information such as order confirmations, and changes to the service. By registering with our grocery service, you accept that your email address may be used to supply you with such information. Registration data and certain other information about you is used in accordance with our Privacy Policy. By using the homefromhomefoods.com site, you acknowledge that you have read and understood our Privacy Policy.


3. Availability of products

3.1 – Whilst we undertake the upmost effort to ensure availability of all products available online, if for any reason beyond our control the supply of a product is unavailable at the time of purchase, we will not be liable to you. Please note, we will notify you with the provided details if there are any available substitutes or adjustments made to your order.


4. Delivery

4.1 - All parcels within the UK are sent out with our reputable courier partners. 

Pricing of delivery shall be charged at the time of check out according to the shipping weight of the items and order amount. At time to time promotional offers may allow for a reduced delivery charge or free delivery. Delivery shall be made to the registered delivery address, or the address given when the order was placed by you. Orders are usually dispatched within 24 hours, however on some occasions it may take longer for the products to be dispatched.

4.2 - International deliveries are currently not accepted. In such a case where the order address is outside of the UK, the order will not be dispatched and not charged for. 

4.3 - The contract between you and Home From Home is not concluded the goods are accepted at the time of delivery. You, or someone aged 18 or over authorised by you, must be available to inspect the goods at the time of delivery.

4.4 - Goods are stored in appropriate conditions and temperature prior to delivery. Risk of loss and damage of products passes to you on the date the goods are delivered to your UK address or are left with a person or place nominated by you. Home From Home will not be responsible for any loss or damage caused to the goods after delivery. 

4.5 - We will require for the products to be signed for on delivery by an adult of the age of 18 and over, and it will be taken that consent has been given to this person to sign and take collection of the goods. If in any circumstances the courier service provider confirms a delivery time with yourself and nobody is available at the agreed time, then the goods may be returned to us and we are entitled to charge you for any perishable goods and a return to sender delivery charge of £5.

4.6 – If the courier company attempts to deliver your order to the delivery address provided by yourself, but nobody is available to accept the order, a notification of attempted delivery will be left and a second delivery will try to be attempted. In this case, we cannot guarantee the quality of perishable goods in the order. 

4.7 – Whilst we attempt to ensure all orders are delivered to the specified delivery schedule, we do not accept any liability if we fail to do so as a result of circumstances being out of our control. 

4.8 – Click and Collect service is available at our store locations. Customers whose UK postcode and registered address is within the geographical region of the service will be able to choose Click & Collect on the Delivery checkout page.

4.9 – The standard Click & Collect service is available for orders placed before 11pm on the day before collection. If you wish to cancel your order after 11pm on the day before collection please ring our store contact centre on 01902 421200. 


5. Product Information, Pricing and Payment 

5.1 – Product prices may vary between that displayed on the website and in store. All prices are shown In Great British Pounds and where applicable include VAT. 

5.2 - Please be aware that the appearance and colours of our products may vary slightly from the appearance given on the site and we cannot guarantee that the product on delivery will reflect it's appearance on your monitor. All sizes, measurements and dimensions are approximates and every effort has been taken to ensure that they are as accurate as possible.

5.3 - You will not be charged until your order is ready for delivery or collection. We will verify your payment details at the time you place your order. Payment shall be taken from your card at the time of receiving your order and once the card details and stock availability have been checked. Payment must be made by a valid debit or credit card acceptable to us. The address at which the card is registered must be the same as your billing address and a new payment card can be registered at any time, but the card used for a given order cannot be changed once you have checked out. The name, address and other personal information supplied during the placing of an order will be validated using a third party database to ensure that the card is not being used without your consent. By agreeing to these terms and conditions you are giving consent to such checks being carried out.

5.4 - If, on the delivery or collection date, we are unable to process your credit card payment we will make a further attempt to process them. If we are unable to do so, a representative from the Home From Home Team will attempt to contact you to request new details. Once these are authorised your delivery will be made. 

5.5 - Transactions involving alcohol may only be made during normal licensing hours. In Scotland this means that orders containing alcohol cannot be delivered before 10am. Minimum Unit Pricing for alcohol applies in Scotland and we cannot not sell alcohol below the minimum permitted price.


6. Returns

6.1 – We aim to fulfil orders with the upmost quality and service, however, if you change your mind about an order, you have the right to return or cancel some or all non-perishable items on the order. Unfortunately, perishable items cannot be returned or replaced due to the shorter life span. 

6.2 – Goods should be returned unopened by you at your expense with your receipt or other proof of purchase by post or to any Home From Home store within 30 days in original packaging in saleable condition. 

6.3 – We cannot accept responsibility for items damaged after delivery to a UK address.

6.4 - Any refund due will be credited to the purchaser’s card within 7 working days. Any delivery charge will be refunded only where the entire order may be returned (for example, does not include perishable food) and the entire order is returned within 30 days. If returned items were part of a promotional offer or vouchers were used, the amount refunded may be reduced.

6.5 – All products must be inspected on delivery and you shall advise us of any damaged, incomplete or incorrect orders within 48 hours of delivery. If on delivery it is visible that the products are damaged then this should be noted on the delivery note that is being signed and we shall be advised of this within 48 hours. If we do not hear from you with 48 hours then we shall take it that the goods have been received in full with no problems.

6.6 - In the event that goods are damaged or incorrectly sent, once notified, we will make any further arrangements to have the goods returned to us and on receipt of them, after examination a refund or replacement shall be arranged. Where applicable the refund will be made into the same payment method used on purchasing the order.


7. Liability and Indemnity

7.1 - Nothing in these terms and conditions excludes or limits liability for death or personal injury caused by negligence, fraudulent misrepresentation, or any other liability which may not otherwise be limited or excluded under applicable law.

7.2 Subject to 7.1, Home From Home will use reasonable endeavours to verify the accuracy of any information on the website but makes no representation or warranty of any kind express or implied statutory or otherwise regarding the contents or availability of the site or that it will be timely or error-free, that defects will be corrected, or that the site or the server that makes it available are free of viruses or bugs or represents the full functionality, accuracy, reliability of the website. Home From Home will not be responsible or liable to you for any loss of content or material uploaded or transmitted through the website and accepts no liability of any kind for any loss or damage from action taken or taken in reliance on material or information contained on the website.

7.3 Subject to 7.1 above, any indemnities, warranties, terms and conditions (whether express or implied) are hereby excluded to the fullest extent permitted under applicable law. Your statutory rights are not affected.

7.4 Subject to 7.1 above, Home From Home will not be liable, in contract, tort (including, without limitation, negligence), pre-contract or other representations (other than fraudulent on negligent misrepresentations) or otherwise out of or in connection with the terms and conditions for any:

  • economic losses (including without limitation loss of revenues, data, profits, contracts, business or anticipated savings); or 
  • loss of goodwill or reputation; or 
  • loss of privacy and loss of data; or 
  • special or indirect losses

Suffered or incurred by that party arising out of or in connection with the provisions of any matter under these terms and conditions.

7.5 Notwithstanding the above, subject to Section 7.1, Home From Home’s total liability (whether in contract, tort or otherwise) for loss or damage shall in any event be limited to a sum equal to the amount paid or payable by you for the product(s) in respect of one incident or series of incidents attributable to the same clause.

7.6 This Term 7 does not affect your statutory rights as a consumer, nor does it affect your contract cancellation rights.

7.7 We will take all reasonable precautions to keep the details of your order and payment secure, but, unless we are negligent, we cannot be held liable for any losses caused as a result of unauthorised access to information provided by you.


8. General provisions

8.1 - Neither we nor you will be responsible if we are unable to perform our obligations under the contract due to events which are genuinely beyond your or our reasonable control (as applicable).

8.2 - Nothing under the contract shall give rights to any person who is not a party to it (whether under the Contracts (Rights of Third Parties) Act 1999) or otherwise.

8.3 - We revise our terms and conditions from time to time. You will be subject to the terms and conditions in force at the time that a contract is formed between you and us (as set out above).

8.4 - These terms are governed by English law and you can bring legal proceedings in respect of the products in the English and Welsh courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. The European Commission provides for an online dispute resolution platform which you can access here: European Commission Online Dispute Resolution. If you have a complaint, or would like to bring a matter to our attention, please contact our Customer Services team in the first instance.