Delivery and Returns Policy of use & purchase from this groceries Site

GOODLIFE FOOD & DRINK Online Groceries Service strives to provide a First class home shopping service for Diabetic Friendly and Gluten Free groceries, along with other household products.

Set out below is the Delivery and Returns Policy that relate to the use of this site and the purchase placing of orders.  Please also read our Terms and Conditions in conjunction with this Policy.

1.0 Our Contract

1.1 Our Site invites You to buy goods from Us. Once You have placed an order on the Site We will send You an order acknowledgement by email setting out what You have ordered and the price of Your order. This is not an order confirmation or acceptance from Us. A legally binding contract with You will only arise once We have completed Delivery of the goods to You. At this time You become the owner of the goods. This means that You will have no legal liability in connection with Your order until Delivery is completed.

1.2 These terms regulate the supply of goods to You by GOODLIFE FOOD & DRINK . Any other terms, conditions or representations (other than those made fraudulently or implied by statute) are excluded.

1.3 The failure of GOODLIFE FOOD & DRINK to take any action in respect of a breach of our terms and conditions and delivery and returns policy shall not constitute a waiver of their enforceability. We reserve our rights in respect of these at all times.

2 Price

2.1 The price of the item(s) You order will be the price on the Site at the time You place Your order or amend Your order. If a new price or promotion is in place after You have placed Your order for example, a multi-buy offer or price reduction which may be advertised on the packaging of goods you have ordered, these prices and promotions will not be applied to Your order.

2.2 When ordering certain items such as fruit and vegetables it will be by weight. As it is difficult to select loose items such as these to an exact weight, when You order these items We’ll charge You for the actual weight picked – and We always try and get as near as possible to the weight You ordered.

2.3 In addition to the price, a Delivery charge as shown at checkout will also be payable by You.

2.4 There is no minimum order value associated with this groceries Site.

2.5 For Your protection and security, and in order to verify the debit or credit card details provided, We will contact Your card issuer and perform a 3DS authentication check, or if your card is not enabled we will request a pre-authorisation of 1p on the day You checkout Your order to request a pre-authorisation of 1p. We will verify Your card for 1p each time You amend Your order. It is important to point out that this pre-authorisation is NOT a charge to Your card and will not be billed to You. Your card issuer may hold this amount for a short period, but this will never be taken from Your account.

2.6 On the day of Delivery we will request a pre-authorisation for the amount of Your order at the time it was checked out, which is the amount shown to You when You confirm Your online order. We do this to ensure that the card details are still valid and that You have sufficient funds to complete the transaction. We take NO payments from Your account before Your order is Delivered.

2.7 We will debit the total value of Your checked out order once it has been Delivered. However, if there are differences between Your checked out order and the contents of Your Delivered, an adjustment will need to be made to the amount debited from Your debit or credit card. In the event the total value of goods Delivered is less than the checked out order amount (for example if an item was unavailable and removed from Your order or due to price changes in accordance with

2.8 All prices quoted are inclusive of any Value Added or other tax

3 Orders which fail to meet our usual high standards

3.1 When Your items are delivered please check that the order is not damaged. In the event that Your order is visibly damaged or in any way does not meet Our usual high standards, do not accept the order and tell Our driver when s/he makes the Delivery.

3.2 If you have accepted the order and subsequently discover that an item is damaged or faulty or in any way does not meet Our usual high standards please Let Us know as soon as possible if you wish to cancel your Order and do not continue to use your item(s). Please retain the original packaging where possible. You are responsible for the goods from Delivery and You must store the goods in the manner appropriate to the type of goods (e.g. keep chilled items chilled, frozen item frozen etc.) as We may require them to be returned and they must be returned to Us in the same condition as they were Delivered to, or Collected by, You. The returns policy for damaged or faulty items is set out below:

3.2.1 Returns policy for items which are not liable to deteriorate, or expire rapidly – If You return an item(s) which is damaged or faulty, mis-described or parts are missing straightaway or within 30 days of delivery you may request either a full refund, a price reduction, or replacement. If You discover the item(s) is damaged, faulty, mis-described or parts are missing after 30 days from delivery, You may return the item(s) and request a replacement. If the replacement provided by Us is not satisfactory, You can then request either a refund or price reduction. Please note that sometimes it will not be possible for Us to provide a replacement for an item (e.g. because the product/parts no longer exist). In these circumstances GOODLIFE FOOD & DRINK will offer You a refund or price reduction.

3.2.2 Returns policy for items which are liable to deteriorate, or expire rapidly – If You are not happy with the quality of any item(s), We will happily offer you a replacement item(s) or refund the money paid for the item(s) if You let Us know before the expiry of the “use by” or “best before” date indicated on the item(s) or, where an item is loose and does not specify a “use by” or “best before” date, within 7 days after You received Your order. You must store the item(s) in the manner appropriate to the type of goods (e.g. keep chilled goods chilled) as We may require them to be returned and they must be returned to Us in the same condition they were Delivered to, or Collected by, You. Note that sometimes it will not be possible for Us to provide a replacement for an item (e.g. because the item no longer exists). In these circumstances We will offer you a refund for the item only.

3.3 If You are entitled to return goods or cancel Your order under clause 3.4 and We have already debited Your card, We will reimburse any sum received from You including the cost of the standard delivery charge if applicable, in respect of such goods by crediting the card You paid with. We shall not refund the difference between the standard delivery charge and any premium delivery charge you have selected when ordering the goods. Please note that We shall not be responsible for any return costs for goods returned unless they are faulty, or otherwise permitted by these terms.

Refunds can take up to 20 days to appear in your bank or credit card account. This may depend on which bank you use and where it is located. We will make any refunds within 14 days of receiving the goods back or if we are collecting the goods from you, within 14 days of receiving your notification to us that You wish to return the goods.

3.4 Your rights under UK or your national consumer legislation and any Manufacturer Guarantees are not affected.

4 Stock Shortages on Popular Goods

4.1 We do Our best to ensure that We have amazing availability but We do occasionally run out of some goods. When You place Your order We will ask if You would like Us to substitute an alternative similar product if Your chosen goods are not in stock at the time We dispatch Your order. If You do and when You receive Your order, You are not happy with the substitution, please Let Us Know as soon as You can so that We may handle this in accordance with clause 3.4. Please read all information on the product label carefully including any accepted substituted products.

5 Delivering Your Goods

5.1 We always aim to Deliver Your goods within the Delivery slot We have agreed with You, but We cannot accept liability if We Deliver the goods outside of this slot or don’t Deliver all or any of the goods in Your order. Instances where it may not be possible to deliver Your order may include (but not limited to):

5.1.1 where Our driver believes it is unsafe or impractical to approach the property

5.1.2 where Our driver believes it is unsafe to deliver due to an uncontrolled/dangerous do

5.1.3 where Our driver cannot deliver to the property due to bad weather

5.2 Ownership of, and risk in, the goods will pass to You once We have Delivered Your order. Read all information on the product label carefully including any accepted substituted products. If the delivery address stated on Your order is not the address where You live We will not be liable for any damage or detriment to the goods caused by their onward delivery to You.

5.3 We can only Deliver to an address stored in Your address book in the Your Account section of Our Site. We can only make a Delivery to an address within Our delivery area.

5.4 Our commitment is to deliver Your order to Your front door and offer to take it into Your home. There may be circumstances where this may not be possible (including but not limited to):

5.4.1 where Our driver believes they are at risk of injury;

5.4.2 where Our driver believes any stairs to Your front door are structurally unsafe;

5.4.3 where Our driver believes it is unsafe to enter the property;

5.4.4 where Our driver has not received clear permission to enter the property.

5.5 We are an ethical retailer and are committed to upholding both our legal and social obligations as a retailer of products. To achieve this position, we have a number of control checks throughout our purchase and delivery process, for example, we will only deliver to somebody who is, in our reasonable opinion, aged 18 or over.

It is your responsibility to ensure that the person accepting delivery is over 18 and can demonstrate this to us if challenged. If we are not satisfied that the person accepting delivery is over the age of 18, then we may not hand over your delivery. If there is no one at the Delivery address who is 18 years of age or over, we’ll leave notification of Our visit and will return the goods to Our distribution point. We’ll then contact You to arrange re-Delivery at a convenient time. You may have to pay another Delivery charge for this.

6 What We are Not Liable For

6.1 Whilst We take every care to Deliver Your order or provide Your order for Collection (as applicable), We cannot be liable for any indirect or consequential loss or damage or loss of profits or reliance You had in having the goods Delivered arising out of Our supply or failure to supply the goods to You.

6.2 Nothing in this Agreement shall in any way limit Our liability for death or personal injury resulting from Our breach of contract, tort or negligence nor limit any legal rights You have as a consumer.

6.3 The goods are sold to You on the basis that You are a consumer therefore We will not be liable for any special losses that You might suffer using, re-distributing or reselling the goods as part of a business.

6.4 With the exception of faulty goods or returns made in accordance with clause 3.4 of these terms, We shall not be liable for goods once they have been Delivered to the delivery address, stated in Your order and if You ask a third party to move, transport or deliver the goods to any other address following Our Delivery or Your Collection, We shall not be liable for anything that that third party might do to the goods.

7 Use of Cards

7.1 If You find Your card has been used without Your authority please tell Us within 24 hours of finding out. You must also tell Your card issuer within the time limits You agree in Your card scheme rules.

7.2 You must pay for Your order using a UK based credit or debit card.

8 Expiry Dates

8.1 The colleagues who put together Your order are carefully trained to select goods with a reasonable amount of time left on the expiry date. However, please note that some fresh produce items naturally only have limited shelf life when they arrive at our distribution point, therefore it is reasonable for them to have a shelf life of less than three days when they are Delivered.

9 eVouchers

9.1 eVouchers are valid only on Grocery shopping orders placed on Our Groceries Site subject to these general terms and conditions. Your use of an eVoucher indicates Your agreement to be bound by these eVoucher terms and any eVoucher terms on the eVoucher itself. GOODLIFE FOOD & DRINK will only honour an eVoucher if it is used in line with these terms and conditions of issue.

9.2 eVouchers that have not been issued by GOODLIFE FOOD & DRINK cannot be used on Our Site.

9.3 eVouchers that have been issued by GOODLIFE FOOD & DRINK are and shall remain the property of GOODLIFE FOOD & DRINK .

9.4 eVouchers can be added to Your Account by entering the code at checkout or in the Your Promotions/eVouchers section in Your Account. To apply an eVoucher to Your order You must select it in the promotions section at checkout. Use of an eVoucher may be subject to You providing proof of entitlement to use the eVoucher.

9.5 Each eVoucher issued is subject to specific terms and conditions of use. Unless expressly stated otherwise:

9.5.1 eVouchers are not transferable and there is no cash alternative available.

9.6 Each eVoucher issued may be subject to other terms and conditions of use which may include, amongst other things:

9.6.1 only for use on orders of a specific value;

9.6.2 only for use on a first order by a new customer;

9.6.3 only valid on orders that must contain a specific product, or a combination of specific goods;

9.6.4 may specifically exclude certain goods (which will always be tobacco, infant formula milk

9.6.5 cannot be used in conjunction with either specific eVoucher(s) or any other eVoucher(s) whatsoever.

9.6.6  All eVouchers have an expiry date. After the expiry date the eVoucher will be removed from Your Account.

9.7 All offers are subject to availability and while stocks last.

9.8 GOODLIFE FOOD & DRINK reserves the right to withdraw or cancel any of its eVouchers at any time, either as a whole or for specific goods, or Delivery areas. If this happens, then the eVouchers may not be used for any orders placed after the date of withdrawal or cancellation. GOODLIFE FOOD & DRINK reserves the right to reject or cancel the use of an eVoucher where fraud or illegal misuse is suspected.

9.9 All eVouchers are, and will remain at all times, the property of GOODLIFE FOOD & DRINK and are not transferable or for resale.

9.10 No eVoucher may be copied, reproduced, published or distributed directly or indirectly in any form for use by anyone other than the original recipient.

9.11 In using an eVoucher You warrant that You are the duly authorised recipient of it. If You redeem or attempt to redeem an eVoucher to which You are not entitled You may be committing a civil or criminal offence.

9.12 If We believe that any eVoucher is being misused illegally or where fraud is suspected, GOODLIFE FOOD & DRINK reserve the right to withdraw or cancel an eVoucher and take any further action as GOODLIFE FOOD & DRINK deem appropriate.

9.13 You will have no claim against GOODLIFE FOOD & DRINK in respect of such rejection or cancellation of an eVoucher.

9.14 GOODLIFE FOOD & DRINK shall not be liable to any customer or household for any financial loss arising out of the cancellation or withdrawal of any eVoucher or any failure or inability of a customer to use an eVoucher for any reason.

10. Missed Delivery

10.1 If we attempt to deliver your order and you are not at the address you have stipulated on the agreed day and time we will charge you for any additional delivery that we need to make for that order.

11. Governing Law

11.1 This Delivery and Returns Policy is subject to English law and the exclusive jurisdiction of the English courts.

12. Changes to these Terms

12.1 1f we make any changes to these terms and conditions we will let you know as soon as possible by posting the changes on Goodlife Food & Drink Groceries.

13. Queries

13.1 For any queries please contact our Customer Services team on the details below:

Customer Services:


Unit 4, Fareham Business Park,

Lederle Lane,



PO13 0FE.



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