This policy explains how orders placed on the Homegrown website are confirmed, processed, dispatched and delivered — including charges, delivery areas, and what happens if something goes wrong along the way.
An order is considered successfully placed when it has been submitted through our official website, the required payment has been authorised, and an order-confirmation email has been issued.
An automatically generated order confirmation confirms that we have received your order. It does not necessarily confirm that every product is available or that the order has been dispatched.
We reserve the right to decline or cancel an order where:
Where we cancel an order after payment has been taken, we will issue a refund for the cancelled amount.
Customers are responsible for checking the following information before completing an order:
Please ensure that the delivery address is complete and accurate. Homegrown will not be responsible for additional costs or delays caused by incorrect, incomplete or outdated information supplied by the customer, except where required by law.
Orders are processed on working days. Working days are Monday to Friday, excluding public and bank holidays in England. Orders placed during weekends, public holidays or outside normal business hours may begin processing on the following working day.
Processing times may vary because of:
An order may be dispatched in more than one parcel where products are stored or packed separately.
The estimated delivery period available for your address will normally be displayed during checkout or provided in your order confirmation. Delivery estimates begin from the date of dispatch, not necessarily from the date on which the order was placed, and are provided in good faith but are not guaranteed unless we have expressly agreed to deliver by a specific date.
Deliveries to the following areas may take longer or attract additional charges:
Where no specific delivery period has been agreed, we will deliver the order without undue delay and within the period required under applicable UK consumer law.
We deliver only to addresses accepted by our website and delivery partners during checkout. Delivery availability depends on the customer's postcode, courier coverage, parcel weight, parcel dimensions, product restrictions, and current delivery-network availability.
We may suspend or discontinue delivery to a particular postcode or area where delivery is unavailable, unsafe, commercially impractical or restricted by a courier. If we cannot deliver to your address after accepting payment, we will contact you and provide an appropriate refund.
Unless international delivery is expressly offered during checkout, orders placed through the Homegrown website are available for delivery within the United Kingdom only. Customers must not enter an international address unless the website confirms that delivery is available to that destination.
Any international delivery offered in the future may be subject to separate delivery charges, customs requirements, import duties, local taxes, product restrictions and delivery times. These will be communicated where applicable.
Shipping charges are calculated according to factors including delivery postcode, parcel weight, parcel dimensions, number of parcels, selected delivery service and current courier charges. The applicable shipping charge will be displayed before the customer completes payment.
Any free-delivery promotion will be subject to the conditions displayed with the relevant offer, and may:
A delivery charge cannot be removed from an order retrospectively unless Homegrown agrees otherwise.
Prices and delivery charges are displayed in pounds sterling. The total payable amount will be shown before the customer completes the order and may include product prices, applicable taxes, shipping charges, discounts, promotional offers and any additional charges expressly selected by the customer.
Payment must be successfully authorised before an order can be processed. If payment appears to have been taken but you have not received an order confirmation, contact us at homegrownuk@yahoo.com, including the payment date, amount and transaction reference where available.
Once an order has been dispatched, we may send a dispatch-confirmation email containing the courier's name, a tracking number, a tracking link and an estimated delivery date. Tracking information may take time to become active after dispatch.
Certain local, pallet, wholesale or specialist deliveries may not include standard online tracking. Where tracking is unavailable, please contact us for assistance. Homegrown cannot control the frequency or accuracy of tracking updates generated by a third-party delivery provider.
Customers may provide reasonable delivery instructions during checkout where this option is available. Delivery instructions are passed to the courier where possible, but we cannot guarantee that every request will be followed.
Instructions must not require the courier to:
Where the customer requests or authorises delivery to a safe place, reception desk, concierge, neighbour or another nominated person, the order may be treated as delivered when it has been left at that authorised location or accepted by that nominated person. Customers should select only a secure and appropriate delivery location.
Where no safe-place permission has been provided, the courier may follow its standard delivery procedure, which may include attempting redelivery, leaving the parcel with a neighbour, delivering to a collection point, or returning the parcel to a local depot or to Homegrown. This will depend on the courier's service terms and the delivery option selected.
The customer is responsible for ensuring that somebody is available to receive the order where a signature or attended delivery is required.
If delivery cannot be completed, the courier may attempt delivery again, leave instructions for redelivery, deliver the parcel to a collection point, hold the parcel at a local depot, or return the parcel to Homegrown. Customers should follow any courier instructions promptly.
Please contact us immediately if you notice an error in your delivery address. We will try to update the address where reasonably possible, but we cannot guarantee that changes can be made after the order has entered processing or been dispatched.
Changing the delivery address after dispatch may be refused by the courier, cause additional delays, require payment of an additional charge, or require the parcel to be returned and sent again. Where delivery fails because the customer provided an incorrect or incomplete address, reasonable redelivery or return charges may be payable by the customer.
Where a parcel is refused without a valid reason, not collected from a collection point or courier depot, or returned because delivery attempts were unsuccessful or the customer failed to respond to the courier, the parcel may be returned to Homegrown.
Where the failed delivery was not caused by Homegrown or the courier, we may deduct reasonable delivery and return costs from any refund permitted by law. Where food products can no longer be safely resold following a failed or refused delivery, the value of those products may not be refundable, subject to the customer's statutory rights.
This restriction does not apply where delivery was refused because the parcel was visibly damaged, the wrong products were supplied, the parcel showed signs of tampering, or another valid legal reason applied.
Delivery dates are estimates unless a specific guaranteed service or delivery date has been expressly agreed. Deliveries may be delayed by circumstances including severe weather, road closures, traffic disruption, courier-network disruption, industrial action, public holidays, seasonal demand, vehicle breakdown, security incidents, regulatory restrictions, incorrect address information, and other events outside our reasonable control.
If an order is delayed, please allow the courier a reasonable opportunity to complete delivery. Nothing in this policy removes any legal right you may have where an order is not delivered within the agreed period or within the period required by UK consumer law.
Please contact us if the tracking information shows no meaningful progress or if the estimated delivery period has passed. We may investigate the delivery with the relevant courier, which may include requesting confirmation of the delivery address, confirmation that household members or neighbours have checked for the parcel, completion of a non-receipt declaration, or additional information reasonably required by the courier.
Where a parcel is confirmed as lost, we will provide an appropriate replacement or refund. A courier investigation will not be used to unreasonably delay any remedy to which the customer is legally entitled.
Where tracking shows that an order was delivered but you cannot locate it, please check the delivery location carefully, check any nominated safe place, ask members of your household, check with neighbours or with reception, concierge or building management, and review any photograph or delivery note provided by the courier.
If the parcel still cannot be located, contact us at homegrownuk@yahoo.com as soon as reasonably possible. We will investigate the delivery with the courier and provide an appropriate resolution based on the available evidence and applicable consumer law.
Please inspect the parcel when it arrives. Where a parcel is visibly damaged, torn, wet, opened or tampered with, you may refuse delivery where reasonably possible.
If you accept a damaged parcel, please:
Please report damaged, leaking, opened, missing or incorrectly supplied products within 24 hours where reasonably possible. Reporting an issue within 24 hours helps us investigate it with the courier — it does not remove any statutory rights you may have if the issue is reported later.
We use packaging intended to protect food products during storage and delivery. Depending on the product, packaging may include printed food packaging, stand-up pouches, paper bags, plastic-lined bags, food-grade containers, bottles, protective outer cartons, and pallet wrapping for wholesale orders. The outer delivery packaging may vary according to the size, weight and contents of the order.
All orders are subject to product availability. If a product becomes unavailable after an order is placed, we may contact you to offer an alternative, remove the unavailable product and issue a refund for it, delay dispatch with your agreement, or cancel the affected order and provide a refund.
We will not substitute a materially different product without the customer's agreement. Any price difference resulting from an agreed substitution will be refunded or charged as appropriate.
Flour and grain products may show minor natural differences in colour, texture, aroma, granulation, moisture absorption and appearance. These differences may result from natural variation between crops, grain varieties, seasons and production batches.
Natural variation alone does not normally mean that a product is damaged or incorrectly supplied. This does not affect your rights where a product is faulty, unsafe, contaminated, misdescribed or not of satisfactory quality.
Contact us as quickly as possible if you need to cancel or amend an order. We will try to assist where the order has not been dispatched, packing or preparation has not been completed, production has not started for a custom product, or personalised packaging has not been produced.
We cannot guarantee that an amendment or cancellation can be completed after processing has started. Once an order has been dispatched, an address, product or quantity change may not be possible.
Homegrown does not offer additional voluntary change-of-mind cancellation rights beyond any rights required by applicable UK law. For further information about returns and refunds, please refer to our separate Returns, Refunds and Cancellation Policy.
We will not be responsible for delays caused by circumstances outside our reasonable control. Where such circumstances significantly affect an order, we will take reasonable steps to inform the customer, minimise the delay, arrange an alternative delivery method where practicable, and offer an appropriate refund where the order cannot be fulfilled.
Nothing in this section excludes any responsibility or consumer right that cannot legally be excluded.
Delivery terms for wholesale, retailer, distributor, pallet or other business-to-business orders may differ from this consumer policy. Business orders may be governed by a quotation, a wholesale price list, an invoice, agreed delivery terms, a distribution agreement, or a separate written contract.
Wholesale customers should inspect deliveries promptly and report shortages or visible transit damage in accordance with the applicable business agreement.
For delivery questions, tracking assistance, damaged parcels or missing orders, contact:
Homegrown Private Ltd
Email: homegrownuk@yahoo.com
Website: homegrownuk.store
Correspondence address: 3 Waltham Avenue, Hayes, UB3 1TA, England
Please include your name and order number when contacting us.
This policy is provided in addition to your statutory rights. Nothing in this Shipping and Delivery Policy excludes, restricts or replaces any consumer right or remedy that cannot legally be excluded or restricted under applicable UK law.
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