Terms and Conditions
Terms of service
Terms and Conditions for the
supply of Kraft Heinz products
1 THESE TERMS
1.1 What these terms cover. These
are the terms and conditions on which we supply our products to you.
1.2 Why you should read them. Please read these terms carefully and make sure you understand them in full before ordering any products from our site.
1.3 By ordering any of our products, you agree to be bound by these terms.
1.4 These terms tell you:
1.4.1 who we are,
1.4.2 how we will provide products to you,
1.4.3 how you and we may change or end the contract,
1.4.4 what to do if there is a problem and other important information.
1.5 If you think that there is a mistake in these terms or do not wish to accept them,
please contact us on 0800 015 2075 to discuss.
Who we are.
2.1 We are H.J Heinz Foods UK Limited (“Heinz”) a company registered in England and Wales. Our company registration number is 08322668 and our registered office is at The Shard, 32 London Bridge Street, London, England Our registered VAT number is 645027255.
2.2 How to contact us. You can contact us by emailing our customer service team firstname.lastname@example.org or online by filling out a “Contact Us” form on this site
2.3 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.
2.4 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
3 HOW THE CONTRACT IS FORMED BETWEEN US AND YOU
3.1 How we will accept your
order. Once you have completed your order process, you will be asked to confirm
that it is correct. If it is not correct, you can revisit your order and
correct the mistakes before confirming and submitting your order to us. It is
your responsibility to ensure that your order is correct. Our acceptance of
your order will take place when we email you to accept it at the e-mail address
you provided to us as part of the order process, at which point a contract will
come into existence between you and us.
3.2 If we cannot accept your order. If we are unable to accept your order, we will inform you of this by e-mail and will not charge you for the product. We will not be under an obligation to supply the products to you until we have confirmed that we have accepted your order. If the products that you have ordered are no longer available, we may offer you substituted products of a similar nature and quality. In this case, we will contact you and ask if you wish to proceed. If you confirm that you do wish to proceed, please remember that we will still not be under an obligation to supply the products to you until we have confirmed that we have accepted your order.
3.3 Your order number. We will assign an order number to your order and tell you what it is when we accept your order. It will help us if you can tell us the order number whenever you contact us about your order.
3.4 We only sell to over-18s in the UK. Our website is solely for the promotion of our products in the UK to persons over the age of 18. Unfortunately, we do not accept orders from addresses outside the UK for delivery outside of the UK or from any individual under the age of 18 as at the date on which they placed their order.
4 OUR PRODUCTS
4.1 Products may vary slightly
from their pictures. The images of the products on our website are for illustrative
purposes only. Although we have made every effort to display the products
accurately, we cannot guarantee that a device’s display of the products
accurately reflects the products. Your product may vary slightly from those
4.2 Product packaging may vary. The packaging of the product may vary from that shown on images on our website.
5 YOUR RIGHTS TO MAKE CHANGES TO YOUR ORDER
If you wish to make a change to
the product you have ordered please contact us.
We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.
6 OUR RIGHTS TO MAKE CHANGES
6.1 Minor changes to the
products. We may change the product to reflect changes in relevant laws and
regulatory requirements or to implement minor adjustments and improvements.
These changes will not affect your use of the product.
6.2 Changes to the terms. We have the right to revise and amend these terms from time to time. You will be subject to:
6.2.1 the policies and terms in force at the time that you order products from us,
unless any change to those policies or these terms is required to be made
by law or governmental authority (in which case it will apply to orders
previously placed by you), or
6.2.2 if we notify you of the change to those policies or these terms before we
send you confirmation of your order (in which case we have the right to
assume that you have accepted the change to the terms, unless you notify
us to the contrary within seven working days of receipt by you of the
7 PROVIDING THE PRODUCTS
7.1 Delivery costs. The costs of
delivery will be as displayed to you on our website. Where the delivery cost is
indicated to be free of charge this shall only apply to deliveries to an
address in England and Wales and Scotland and shall not apply to delivery to
Northern Ireland, the Channel Isles, Holy Island, Isle of Man, Isle of Wight,
Western Isles, Shetland Isles or Orkney Island.
7.2 Where we deliver to? Currently we are only able to deliver to an address in England, Wales & Scotland. We cannot accept orders for delivery outside of England, Wales & Scotland.
7.3 When we will provide the products. We will deliver the products to you as soon as reasonably possible and in any event within 30 days after the day on which we accept your order. All delivery times quoted on the website are estimates only, based on availability, normal processing and the availability of our third party service providers for example the delivery company that fulfils the order for us.
7.4 We are not responsible for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
7.5 If you are not at home when the product is delivered. If no one is available at your address to take delivery and the products cannot be posted through your letterbox, we will leave you a note informing you of how to rearrange delivery or collect the products from a local depot.
7.6 If you do not re-arrange delivery. If, after a failed delivery to you, you do not
re-arrange delivery or collect them from a delivery depot we will contact you for
further instructions and may charge you for storage costs and any further delivery
costs. If, despite our reasonable efforts, we are unable to contact you or re-arrange delivery or collection we may end the contract and clause 10.2 will apply.
7.7 Your legal rights if we deliver late. You have legal rights if we deliver any products late. If we miss the delivery deadline for any products then you may treat the contract as at an end straight away if any of the following apply:
7.7.1 we have refused to deliver the products;
7.7.2 delivery within the delivery deadline was essential (taking into account all
the relevant circumstances); or
7.7.3 you told us before we accepted your order that delivery within the
delivery deadline was essential.
7.8 Setting a new deadline for delivery. If you do not wish to treat the contract as at an end straight away, or do not have the right to do so under clause 7.7, you can give us a new deadline for delivery, which must be reasonable, and you can treat the contract as at an end if we do not meet the new deadline.
7.9 Ending the contract for late delivery. If you do choose to treat the contract as at an end for late delivery under clause 7.7 or clause 7.8, you can cancel your order for any of the products or reject products that have been delivered. If you wish, you can reject or cancel the order for some of those products (not all of them), unless splitting them up would significantly reduce their value. After that we will refund any sums you have paid to us for the cancelled products and their delivery. If the products have been delivered to you, you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on 0800 015 2075 or contact us online by filling out a “Contact Us” form for a return label or to arrange collection.
7.10 When you become responsible for the product. The product will be your
responsibility from the time the product is delivered to the address you gave us in
7.11 When you own goods. You own a product once we have received payment in full from you and you have received the product in accordance with clause 7.9.
7.12 What will happen if you do not give required information to us. We may need
certain information from you so that we can supply the products to you. If you do
not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for supplying the products late or not supplying any part of them if this is caused by you not giving us the information we need within a reasonable time of us asking for it.
7.13 Reasons we may suspend the supply of products to you. We may have to suspend the supply of a product to:
7.13.1 deal with technical problems or make minor technical changes;
7.13.2 update the product to reflect changes in relevant laws and regulatory
7.13.3 make changes to the product as requested by you or notified by us to you
(see clause 6).
7.14 Your rights if we suspend the supply of products. We will contact you in advance to tell you we will be suspending supply of the product, unless the problem is urgent or an emergency. If we have to suspend the product for longer than 28 days in any year we will adjust the price so that you do not pay for products while they are suspended. You may contact us to end the contract for a product if we suspend it, or tell you we are going to suspend it, in each case for a period of more than 28 days and we will refund any sums you have paid in advance for the product in respect of the period after you end the contract.
7.15 We may also suspend supply of the products if you do not pay. If you do not pay us for the products when you are supposed to (see clause 12.5) and you still do not make payment within 14 days of us reminding you that payment is due, we may suspend supply of the products until you have paid us the outstanding amounts. We will contact you to tell you we are suspending supply of the products. We will not suspend the products where you dispute the unpaid invoice (see clause 12.7). We will not charge you for the products during the period for which they are suspended. As well as suspending the products we can also charge you interest on your overdue payments (see clause 12.6).
8 YOUR RIGHTS TO END THE CONTRACT
8.1 You can always end your
contract with us. Your rights when you end the contract will depend on what you
have bought, whether there is anything wrong with it, how we are performing and
when you decide to end the contract:
8.1.1 If what you have bought is faulty or misdescribed you may have a legal
right to end the contract (or to get the product repaired or replaced or a
service re-performed or to get some or all of your money back), see clause
8.1.2 If you want to end the contract because of something we have done or
have told you we are going to do, see clause 8.2;
8.1.3 If you have just changed your mind about the product, see clause 8.3.
You may be able to get a refund if you are within the cooling-off period,
but this may be subject to deductions and you will have to pay the costs of
return of any products;
8.1.4 In all other cases (if we are not at fault and there is no right to change
your mind), see clause 8.6.
8.2 Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at 8.2.1 to 8.2.5 below the contract will end immediately and we will refund you in full for any products which have not been provided and you may also be entitled to compensation. The reasons are:
8.2.1 we have told you about an upcoming change to the product or these terms
which you do not agree to (see clause 6.2);
8.2.2 we have told you about an error in the price or description of the product
you have ordered and you do not wish to proceed;
8.2.3 there is a risk that supply of the products may be significantly delayed
because of events outside our control;
8.2.4 we have suspended supply of the products for technical reasons, or notify
you we are going to suspend them for technical reasons, in each case for a
period of more than 28 days; or
8.2.5 you have a legal right to end the contract because of something we have
done wrong (including because we have delivered late (see clause 7.6).
8.3 Exercising your right to change your mind (Consumer Contracts Regulations 2013). For most products bought online you have a legal right to change your mind at any time from the date that we confirm your order by e-mail until the date 14 days after you receive the products (or the last products in the order if send in separate instalments) and receive a refund. These rights, under the Consumer Contracts Regulations 2013, are explained in more detail in these terms. To cancel your contract you just need to let us know by calling our customer services on 0800 015 2075.
8.4 When you don’t have the right to change your mind. You do not have a right to change your mind in respect of:
8.4.1 products sealed for health protection or hygiene purposes, once these
have been unsealed after you receive them; and
8.4.2 any products which become mixed inseparably with other items after their
8.5 How long do I have to change my mind? You have 14 days after the day you (or someone you nominate) receive the products, unless:
8.5.1 Your products are split into several deliveries over different days. In this
case you have until 14 days after the day you (or someone you nominate)
receive the last delivery to change your mind about the products.
8.5.2 Your products are for regular delivery over a set period. In this case you
have until 14 days after the day you (or someone you nominate) receive
the first delivery of the products.
8.6 Ending the contract where we are not at fault and there is no right to change your mind. Even if we are not at fault and you do not have a right to change your mind (see clause 8.1), you can still end the contract before it is completed, but you may have to pay us compensation. A contract for goods is completed when the product is delivered and paid for. If you want to end the contract in these circumstances, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for products not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.
9 HOW TO END THE CONTRACT WITH US (INCLUDING IF YOU HAVE CHANGED YOUR MIND)
9.1 Tell us you want to end the
contract. To end the contract with us, please let us know by doing one of the
9.1.1 Phone. Call customer services on 0800 015 2075. Please provide your name,
home address, details of the order and, where available, your phone
number and email address.
9.1.2 Online. Complete the Contact Us form on our website.
9.2 Returning products after ending the contract. If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. You must either return the products in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. Please call customer services on 0800 015 2075 or contact us online using the form on our website for a return label or to arrange collection. If you are exercising your right to change your mind you must send off the products within 14 days of telling us you wish to end the contract.
9.3 When we will pay the costs of return. We will pay the costs of return:
9.3.1 in the unlikely event that the products are faulty or mis-described; or
9.3.2 if you are ending the contract because we have told you of an upcoming
change to the product or these terms, an error in pricing or description, a
delay in delivery due to events outside our control or because you have a
legal right to do so as a result of something we have done wrong.
In all other circumstances (including where you are exercising your right to change your mind) you must pay the costs of return.
9.4 What we charge for collection. If you are responsible for the costs of return and we are collecting the product from you, we will charge you the direct cost to us of collection. The costs of collection will be the same as our charges for standard delivery as set out on our website save where the delivery costs are indicated as free of charge at the point.
9.5 How we will refund you. We will refund you the price you paid for the products including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.
9.6 Deductions from refunds. If you are exercising your right to change your mind:
9.6.1 We may reduce your refund of the price (excluding delivery costs if these
have been charged in your original order) to reflect any reduction in the
value of the products, if this has been caused by your handling them in a
way which would not be permitted in a shop. Returned products must be
in their original condition. Packaged products must be unopened,
unmarked and in a re-sellable condition. If we refund you the price paid
before we are able to inspect the products and later discover you have
handled them in an unacceptable way, you must pay us an appropriate
9.6.2 Where the product is a service, we may deduct from any refund an
amount for the supply of the service for the period for which it was
supplied, ending with the time when you told us you had changed your
mind. The amount will be in proportion to what has been supplied, in
comparison with the full coverage of the contract.
9.7 When your refund will be made. We will make any refunds due to you as soon as possible. If you are exercising your right to change your mind then, if we have not offered to collect them, your refund will be made as soon as possible and in any event within 14 days from the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us. For information about how to return a product to us, see clause 9.2.
10 OUR RIGHTS TO END THE CONTRACT
10.1 We may end the contract if
you break it. We may end the contract for a product at any time by writing to
10.1.1 you do not make any payment to us when it is due and you still do not
make payment within 14 days of us reminding you that payment is due;
10.1.2 you do not, within a reasonable time of us asking for it, provide us with
information that is necessary for us to provide the products, for example,
your full address; or
10.1.3 you do not, within a reasonable time, allow us to deliver the products to
you or collect them from us.
10.2 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1 we will refund any money you have paid in advance for products we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.
10.3 We may withdraw the product or subscription service. We may write to you to let you know that we are going to stop providing the product or the subscription service. We will let you know at least one month in advance of our stopping the supply of the product or the subscription service and will refund any sums you have paid in advance for products which will not be provided
11 IF THERE IS A PROBLEM WITH THE PRODUCT
11.1 How to tell us about
problems. If you have any questions or complaints about the product, please
contact us. You can telephone our customer service team on 0800 015
2075 or use our online Contact Us form .
11.2 Summary of your legal rights. We are under a legal duty to supply products that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the product. Nothing in these terms will affect your legal rights.
Summary of your key legal rights
This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice websitewww.adviceguide.org.uk or call 03454 04 05 06.
The Consumer Rights Act 2015 says products must be as described, fit for purpose and of satisfactory quality. During the expected life of your product your legal rights entitle you to the following:
● up to 30 days: if your item is faulty or materially mis-described, then you are
entitled to reject them and claim a refund.
● if you do not exercise your right to reject within 30 days, you can (in most cases)
still reject and claim a refund if we are unable at the first attempt to satisfactorily
replace or repair your faulty product or if we fail to carry out such repairs or
deliver a replacement within a reasonable period.
● up to six months: in certain circumstances, you are entitled to request repairs, a replacement, a price reduction or to reject the goods until six months’ from
delivery to you without having to prove that the goods conformed with the
description given of them.
11.3 Your obligation to return rejected products. If you wish to exercise your legal rights to reject products you must either return them in person to where you bought them, post them back to us or (if they are not suitable for posting) allow us to collect them from you. We will pay the costs of postage or collection. Please call customer services on 0800 015 2075 or contact us online using the Contact Us form for a return label or to arrange collection.
12 PRICE AND PAYMENT
12.1 Where to find the price for
the product. The price of the product (which includes VAT if it applies to the
sale of the product) will be the price indicated on the order pages when you
placed your order. We take all reasonable care to ensure that the price of the
product advised to you is correct. However, prices are subject to change
without notice (please see clause 12.4 for what happens if we discover an error
in the price of the product you order). Where you have entered into a
subscription with us, we will notify you in advance of any changes to the price
of your subscription products.
12.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the product, we will adjust the rate of VAT that you pay, unless you have already paid for the product in full before the change in the rate of VAT takes effect.
12.3 Where VAT does not apply. HM Revenue & Customs allow some products to be zero-rated for VAT purposes and this includes most food.
Please refer to HMRC VAT Notice
701/14 if you require any further information.
12.4 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the products we sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the product’s correct price at your order date is higher than the price stated in our price list, we will contact you for your instructions before we accept your order. If we accept and process your order where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and require the return of any products provided to you.
12.5 When you must pay and how you must pay. We accept payment with VISA,
MasterCard, Amex, Google pay and Apple pay. Payment is due in full at the time of ordering. Where you have taken out a subscription your card will be charged at the frequency you specified except where you have asked us to pause your subscription.
12.6 We can charge interest if you pay late. If you do not make any payment to us by the due date we reserve the right to and may charge interest to you on the overdue amount at the rate of 1% a year above the base lending rate of HSBC from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
12.7 What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know and we will not charge you interest until we have resolved the issue.
13 OUR RESPONSIBILITY FOR LOSS OR DAMAGE SUFFERED BY YOU
13.1 We are responsible to you
for foreseeable loss and damage caused by us. If we fail to comply with these
terms, we are responsible for loss or damage you suffer that is a foreseeable
result of our breaking this contract or our failing to use reasonable care and
skill, but we are not responsible for any loss or damage that is not
Loss or damage is foreseeable if either it is obvious that it will happen or if, at the
time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.
13.2 We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or re-sale purpose we will have no liability to you whatsoever (whether in contract, tort (including negligence), breach of statutory duty, restitution or otherwise) or for any injury, death, damage or direct or indirect consequential loss including without limitation any loss of profit, loss of business, business interruption, or loss of business opportunity.
14 HOW WE MAY USE YOUR PERSONAL INFORMATION
your personal information.
15 OTHER IMPORTANT TERMS
15.1 We may transfer this
agreement to someone else. We may transfer our rights and obligations under
these terms to another organisation including the use of a third party to
fulfil the order and delivery process.
15.2 You need our consent to transfer your rights to someone else. You may only
transfer your rights or your obligations under these terms to another person if we
agree to this in writing. We may not agree if we consider the transfer to be in any
15.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.
15.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
15.5 Even if we delay in enforcing this contract, we can still enforce it later. If either of us does not insist upon strict performance of any of the other’s obligations under these terms, or if either of us does not exercise any of the rights or remedies to which we are entitled under the terms, this shall not constitute a waiver of such rights or remedies and shall not relieve the other of us from compliance.
15.6 How to complain, if you are unhappy. Heinz Ltd operate a complaints handling procedure which is used to try to resolve disputes when they first arise. If you have a complaint, please contact the Customer Service department on 0800 015 2075 or contact us online using the Contact Us form.
15.7 Which laws apply to this contract and where you may bring legal proceedings.
These terms are governed by English law and you can bring legal proceedings in
respect of the products in the English courts.
15.8 Ownership of rights. All rights, including copyright, in this website are owned by or licensed to Heinz Ltd. You may not modify, distribute or re-post anything on this website for any purpose. Any use of this website or its contents, including copying or storing it or them in whole or part, other than for your own personal,
non-commercial use is prohibited without the permission of Heinz. To request
permission to use contents from our website for corporate use, please contact us on 0800 015 2075.
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