Our Goodwill policy

In addition to your statutory rights under consumer laws in the United Kingdom, we have a goodwill policy. Under our goodwill policy, within 35 days after you have received your products from us, you are not entirely satisfied with them you can return them together with your proof of purchase and we will refund you for or replace/exchange the returned items even though you may no longer have a right under the law for us to do so. We will refund the value of the items by using the same payment method which you used when you bought them from us, except

where you do not have adequate proof of purchase. Where inadequate proof of purchase is not provided by you, we may instead choose to refund the value of the returned items by providing you with a GarageWholeFoods gift card or vouchers for the equivalent value of the returned items. Our goodwill policy is however discretionary and some items are excluded from it such as items that are used or damaged by you, items where the seal or packaging has been broken by you, perishable items including food and flowers and made to order or personalised items.

 

Your Legal Rights

Your other legal rights to a refund, repair or replacement under consumer laws

Under consumer laws in the United Kingdom, we must supply our goods to you as described, fit for purpose and they must be of satisfactory quality. If we supply services to you, then we must supply them with reasonable care and skill.

 

During the expected lifespan of the product your legal rights under consumer laws in the United Kingdom entitle you to the following:

 

• up to 30 days: if you have changed your mind about the product you have purchased then unless the product is faulty, you have 30 days to return it in its original condition e.g. kept in the original packaging and labels and is undamaged and unused.
• up to six months: if your goods can’t be repaired or replaced, then you’re entitled to a full refund, in most cases.
• over six months: if a fault develops after the first 6 months then you may be able to claim a refund or have the product repaired or replaced. However, we may require proof that the product is faulty.
• up to six years: if your goods do not last a reasonable length of time you may be entitled to some money back.

Online purchases: Customers must inform the retailer that they wish to cancel within 14 days of receiving the goods. Customers then have 14 days to return the goods once the retailer has been informed. Refunds will be given within 14 days of receiving the goods back.

 

Under consumer laws in the United Kingdom, if your product is digital content (for example music, DVDs or computer software), if it is faulty, then you are entitled to a repair or a replacement or if the fault can’t be fixed, or if it hasn’t been fixed within a reasonable time and without significant inconvenience, you can get some or all of your money back. If you can show that the fault has damaged your device and we have not used reasonable care and skill, you may be entitled to a repair or compensation.

 

If you have bought services from us, under consumer laws in the United Kingdom you can ask us to repeat or fix a service if it is not carried out with reasonable care and skill, or you can get some money back if we cannot fix it. If you have not agreed on a price with us beforehand, what you are asked to pay must be reasonable. If you have not agreed a time beforehand, then it must be carried out within a reasonable time.

 

If you wish to exercise your legal rights to reject products you must return them in person to us (either where you bought them or 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.

 

There may be some exceptions to these rights such as for those products and services listed below where, for reasons of hygiene, safety or under the law we are not able to refund or exchange items unless faulty, not as described, not fit for purpose or of satisfactory quality: Chilled and Frozen Products (including Food Made To Order); Baby Food and Milk; Gift Cards, Vouchers and e-top ups; Fireworks; Lottery Tickets and Scratch Cards; Tobacco, Cigarettes, Tobacco

Products and Cigars; unsealed DVDs, CDs or Video Games, Unsealed Earrings or Hair Accessories; Unsealed Bedding.

 

None of the above affects your statutory rights.

 

You have additional rights of cancellation if you order products online. These are described below in the section called “Cancellation rights”.

 

 

Cancellation rights

Details of our goodwill policy as well as a description of your rights to refunds, repairs or replacements as described above within this section

 

You are also entitled under consumer laws in the United Kingdom to cancel your order if you are contracting with us online or by phone and, should you wish to do so,

GarageWholeFoods will refund and replace any products if you return them to us

within 14 days after the day you receive them (so long as you have not unreasonably or unnecessarily handled or damaged them or their packaging).

 

There may be some exceptions such as those listed below where, for reasons of hygiene, safety or under the law we are not able to refund or exchange items unless they are faulty or not as described or not fit for purpose or of satisfactory quality:

Chilled and Frozen Products (including Food Made to Order); Baby Food and Milk; Gift Cards, Vouchers and e-top ups; Fireworks; Lottery Tickets and Scratch Cards; Tobacco, Cigarettes, Tobacco Products and Cigars; unsealed DVDs, CDs or Video Games, Unsealed Earrings or Hair Accessories; Unsealed Bedding; or products made to your specification that have been clearly personalised.

 

We will also refund and replace any services up until 14 days after we confirm to you in writing that we have accepted your order for them. Once we have completed the services however you may not be able to obtain a refund if you have changed your mind.

 

If you wish to exercise your right of cancellation for products that you have ordered online, you are obliged to retain possession of the products and take reasonable care of them or return them to us.

 

If you decide to cancel products that you have ordered online, we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to products to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery). We may make a deduction from the reimbursement for loss in value of any products supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 14 days after the day we receive back from you any products supplied.