Terms & Conditions
By browsing and ordering through this website ("website"), which is operated by Horizon Wholefoods Limited you agree to the terms and conditions below.
Delivery is free to all UK and Ireland customers subject to minimum order quantities as follows:
Within Norwich City Centre (NR1-NR6) - £100
Within East Anglia - £200
Most other UK mainland areas - £350 – palletised delivery
Northern Ireland - £700 – palletised delivery
Republic of Ireland - £700 – palletised delivery
All minimum order amounts are calculated excluding VAT. Please see our Transport Schedule for full details.
Deliveries are usually made between 9am-5pm. Please ensure someone is available to take receipt of the goods at your delivery premises between these times, as a charge may otherwise be incurred for redelivery. We cannot guarantee a specific delivery slot, although we will attempt to accommodate requests from regular trade customers. A rough delivery time can be provided on request on the afternoon before your delivery.
We require all deliveries to be signed and checked for shortages and any obvious damages. Signing ‘goods unchecked’ will not suffice.
Our own drivers will extend every reasonable assistance and courtesy when delivering to your premises, so long as their health and safety is not compromised. Please inform us ahead of ordering of any hazards or difficulties which our drivers may face while delivering at your premises.
Outside of East Anglia goods are delivered by a third party haulier. This is a roadside delivery on wooden pallets made by large commercial vehicles. Please consider whether this is appropriate at your delivery premises ahead of ordering, as a charge may be made for failed deliveries.
The deadline for next working day delivery (subject to transport schedule) is 10.30am, or 12.00pm within Norwich City Centre (NR1-NR6).
If you are unable to meet the ordering deadline for any reason but are hoping for next day delivery please contact us to see if we are able to help, as orders received after this time will otherwise be scheduled for the following delivery day in your area.
Export orders are usually processed ex works. Alternatively we can arrange transportation and invoice customers at cost, or deliver to a UK depot. To discuss please email [email protected] or call 01603 971754.
Export customers should consult with our Sales team prior to placing their first order to ensure tax and customs paperwork is delt with appropriately.
As invoices are generated at the point of ordering we cannot directly add to an order, however a secondary order and invoice for a few additions can be created and added to your delivery. If you wish to add to a delivery please place the additional order as usual and call our sales team on 01603 971754 to notify us that you wish to combine the orders.
We cannot guarantee that additions received after 3.00pm will be processed in time for next day delivery.
Click and Collect/Collation
Our opening times for Collection are 9.30am-4.30pm Monday to Friday. There is no minimum order quantity applied to orders for collection from our warehouse. Please allow at least one working day’s notice for collection orders. We cannot accept walk-in orders.
For reasons of Health and Safety and insurance, customers are not allowed in the warehouse under any circumstances. A member of Horizon staff will greet you at the collection point. In the event that a member of staff is not present when you arrive, please call us on 01603 971754. To ensure swift service, please have your order number ready as a reference on collection.
Claims and Credits
Errors or invoice discrepancies which are apparent at the time of delivery can be claimed for with the driver, who will provide you with a written Advice of Claim. Errors noticed after delivery can be claimed for by emailing [email protected]. In order to process your claim we will need the corresponding invoice number and Product Code of the line(s) affected. Please notify us of any errors or claims within three working days of delivery or collection of your order. We may not be able to accept claims where we are notified after this time.
Please note we may not be able to accept claims for missing items where the full box count has been agreed and signed for by the customer at the time of delivery.
Where goods have been paid for in advance, any credit claims accepted by Horizon Wholefoods Ltd will be processed as direct refunds by the same method used to pay for the order. Depending on the payment method, refunds may take 3-5 working days to reach you after a claim has been processed.
Where claims are made for mispicks or incorrect items have been delivered, we reserve the right to uplift and replace with the correct goods within seven days of notification of the claim, rather than processing a credit or refund.
Returned goods should be accompanied by the corresponding delivery note or invoice. We may refuse any returns that we are not notified of within three days of delivery. Goods need to be returned in the same condition they were delivered in - we cannot credit for goods which are not returned to us, or which have been priced up or otherwise damaged.
Due to the nature of the goods some may contain impurities.
It is the responsibility of the customer to ensure that goods are suitable for their intended use, as liability for consequential loss is not accepted.
We reserve the right to refuse the return of goods which have been purchased in error.
We cannot accept the return of chilled goods, except in the case of QA issues or errors made by Horizon Wholefoods Ltd.
Prices include delivery (subject to minimum order quantities). Prices are fixed at the point of invoice, which is generated as soon as an order enters our system. So orders are invoiced at the point of ordering, not at the point of delivery. Orders placed at www.horizonwholefoods.com will therefore be accurate to the prices quoted on the website at the time of ordering.
Prices are updated at the start of each month. A price update is circulated by email prior to this update. We strongly encourage retailers and other trade customers to subscribe to this update – please contact [email protected] to ensure you are added to the mailing list.
It isn’t always possible to keep to listed prices due to market and currency fluctuations, so we reserve the right to change prices. Prices on www.horizonwholefoods.com are always current.
Bulk prices are available by request for tonnes or half tonnes – please contact [email protected] for a quote.
Payment terms are strictly payment online or by card over the phone at the time of ordering, unless otherwise agreed. We cannot accept payment by BACS/Bank Transfer except where customers have a credit account. Trade customers wishing to apply for a credit account should email [email protected]. Applications for credit are subject to references and approval by our accounts department.
We do not accept cash or cheques in any circumstances.
Goods remain the property of Horizon Wholefoods Ltd until paid for in full.
Buying Groups/Trade with the Public
We welcome wholesale orders from Buying Groups or members of the public. However we are only able to trade with Buying Groups or members of the public when orders are placed and paid for through www.horizonwholefoods.com. We are unable to offer credit to non-trade customers, or to take orders by telephone or email for non-trade customers. We cannot pre-order or reserve goods for non-trade customers. Please note that this is a wholesale service rather than online retail, and as such the terms and conditions outlined in this document apply.