TERMS & CONDITIONS

GENERAL TERMS & CONDITIONS

New Leaf, New Leaf Reigate, New Leaf Zero Waste – were referred to on this website or in-store (3 Prices Lane, Reigate. RH2 8BB) are references to New Leaf Zero Waste Ltd. New Leaf Zero Waste Ltd is a company registered in England & Wales (Company No. 12461725, UK VAT Registration No. 344596375).

Purchasing from New Leaf Reigate indicates that you have read accept the following Terms & Conditions.

CUSTOMER ACCOUNT DETAILS

Please ensure your account details are kept up to date. Any changes to your details must be updated through our website or you can contact us to update your details. Any error that may occur (eg delivery or scheduled order) as a consequence of you providing incorrect details, or not updating your details, will not be our responsibility.

Any personal details stored by New Leaf are stored securely and n accordance with our Privacy Policy.

PRICING & VAT

Prices quoted on this website are correct at the time but are subject to change at any time. All prices quoted are in Pounds Sterling (GBP) and, where applicable carry Value Added Tax (VAT) at the applicable rate.

The prices shown on this website can sometimes differ to the prices in store.

PRODUCT INFORMATION DISCLAIMER

Whilst we do our best to ensure that any information we display is correct and up to date, we cannot take responsibility for any inaccurate information or misrepresentation of materials – in our stores or on our website. WE ARE NOT HEALTHCARE PROFESSIONALS. Therefore, for any products we may recommend, you should always ensure you speak to your/a healthcare professional before making any medically related decisions or making changes to your diet.

New Leaf cannot guarantee the accuracy of information displayed on its website, especially where information is provided by third parties. We strongly advise you do your own research on products you are purchasing and consuming. We strive to ensure information is correct and up to date, however; we take no responsibility for the inaccurate information provided.

We aim to always display accurate images of our products in-store and on this website. However, at times, images of our products (and/or how an item is packaged) may differ from the goods actually supplied to you.

With respect to products sold on this website, New Leaf shall not be liable for any indirect or consequential losses or damages related to the products sold.

ALLERGEN ALERT

The 14 allergens are: celery, Gluten, crustaceans, eggs, fish, lupin, milk, mollusks, mustard, peanuts, sesame, soybeans, sulfur dioxide/sulfites, and tree nuts.

Important – Almost all allergens can be found in our store (and in our storage and packaging areas for goods we deliver). This could be a product itself, allergens within ingredients of products themselves, or traces of allergens due the manufacturing, transportation, or storage processes of the products.

To Try and limit any cross-contamination of allergens within our business, measures are taken as follows:

  • Different scoops are used for different products and different containers and each scoop once used is put into a “used scoops” container and is washed before being put back out for re-use.
  • Some containers have scoops attached so that the scoops can only be used for the product in that container
  • As much as possible, products containing the allergens; nuts and gluten, are grouped together. Products containing allergens such as nuts are stored and displayed below products which do not.
  • Staff hands are washed prior to and after handling/filling products containing allergens.
  • All customer and staff preparation surfaces, weighing surfaces and dispenser/container handles/surfaces are cleaned regularly limit any chance of cross-contamination.
  • Products containing allergens are stored in sealed containers.

Dispensed products containing allergens clearly say which allergens on the dispensers or containers they are in.

Due to the self-service nature of our shop and the fact that products are dispensed – Traces of allergens can be airborne within the store and or temporarily settle o surfaces within the store between cleaning. Despite our best endeavours to minimise any traces of any allergens within our store, customers with allergies and severe allergies must be mindful of this.

If you suffer from a minor allergy or intolerance, then please feel free to ask our staff for your own scoops or funnels for your own added peace of mind. Unfortunately, we must advise that if you suffer from a life-threatening allergy, you should continue to buy your products appropriately packaged from a supermarket.

Customers shopping in our store or ordering online should do so at their own risk. No liability is accepted for events, situations or circumstances that are beyond our reasonable and practical control.

No allergen or nutritional information on our website should ever be considered a guarantee, but simply a best faith effort to serve our customers.

REFUND POLICY

We strive to ensure all our customers are 100% satisfied with our products and service so please let us know within 24 hours of receiving your order if you have received a damaged product or incorrect item.

Because of the nature of our shop and the way items are dispensed and packaged we cannot offer refunds if you simply change your mind or have ordered the wrong thing – for products that are, dispensed, loose, fresh, not in sealed/airtight packaging, perishable. Non-food products such as tin-foil, bar of soap and food products like a tin of soup are examples of products that we could refund if you simply change your mind – such items would need to be returned to our to our store/branch in the same condition they were delivered or purchased in and a refund can be processed if the item is able to be restocked. You would also need to contact us within 72 hours of purchase / delivery for a qualifying item to be refunded.

If an item is faulty, incomplete or damaged then please contact as soon as possible so we can arrange for it to be replaced/exchanged. If we cannot replace such an item then we will refund it once it has been returned to us.

EXCHANGES

Dispensed / loose / unpackaged items / liquids  – due to the nature of how these products are dispensed or prepared for you specifically – we cannot offer refunds or exchanges for these items unless they are faulty. See refund policy.

Fresh Produce – fresh produce cannot be exchanged or refunded unless faulty. See refund policy.

OUT OF STOCK ITEMS

We do our best to make sure our website reflects the products that are in stock, but since stock levels are constantly changing and there may be unforeseen delays from suppliers, sometimes the product you order may not be available. If this is ever the case, we will contact you and offer an alternative or a refund on that particular product or ask you if you wish to wait for your order to be sent once the product is received.

We apologize if this happens and appreciate your understanding.

MISSING ITEMS

Please be sure to check your order upon receipt against your order summary, receipt or invoice. If an item is missing from your order and you have not been notified that it is out of stock please notify us within 24 hours, so we can investigate and where necessary correct the error.

We cannot issue refunds or replacements for items missing or damaged if more than 24 hours has lapsed after your order was delivered.

DELIVERY & FAILED DELIVERY

Our delivery times/windows are as stated on our website when you place your order. There must be somebody present at the delivery address eligible to accept your delivery when it arrives. Anyone at the delivery address that receives the order will be presumed by New Leaf to be authorised to receive the goods. If nobody is at the address, or nobody answers the door when your delivery arrives all orders that leave no delivery instructions will be left at the front door or in the safest place. We are unable to take any responsibility for any loss, damage, deterioration or theft of your goods after your delivery has been delivered to your nominated address. – we recommend that you arrange a safe place with us when you place your order. Note that New Leaf do not accept any responsibility or liability for goods left in a safe place by your request. If you have fresh produce or chilled items (such as milk or fruit) then we cannot be responsible for any deterioration of such items after delivery, or after leaving in a safe place. Unsuccessful deliveries will be brought back to store and held in store for up to 48 hours collection. After 48 hours – if no contact has been successfully made to arrange collection (or re-delivery – at an additional cost), then the goods will have to be disposed of sustainably.

Please make a note in the delivery instructions/comments section if you wish to physically sign for your package and we will ensure the driver will not leave your order until it has been signed for.  Please note that if you request this service and no one is home to sign for the order, we will bring your package back to our store and keep for 48 hours. If we are unable to contact you to make alternative arrangements for delivery then we will have to restock/dispose of your order depending on the items within it. Any items able to be restocked will carry a 50% restocking charge, any items unable to be restocked will not be refunded. Any refund due will be processed 3 working days later.

CHANGES TO TERMS AND CONDITIONS

We may change our terms and conditions at any time and these will come into effect immediately after posting onto website. You agree to be bound by these changes in terms and conditions and recommend you check them regularly to stay informed.

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