Terms & Conditions

Terms and Conditions

Please read these terms carefully before you submit your order to us. These terms tell you who we are, how we will provide goods to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms or have any questions or queries relating to them, please contact us via email – shop@rootsgrocer.com

Understanding these terms & conditions

- When we refer to ‘Roots Grocer”, ‘we’, ‘us’, or ‘our’ we mean Roots Natural Food Market Limited (Roots Grocer)

- When we refer to ‘you’ or ‘your’ we mean you, the individual accessing our websites or placing an order with us.

- ‘Website’ means www.rootsgrocer.com

- ‘Products’ means the good available on our website

-‘Order’ means the products you’ve purchased on our website and/or scheduled through a subscription delivery.

- ‘Delivery’ means the physical delivery of your order which was placed through our website.

-‘Order deadline’ means the point in time after which your order is processed and cannot be modified or cancelled.

Information About How to Contact Us

We are Roots Grocer, Under the name Roots Natural Food Market Limited on company’s house. Registered in England and Wales.

Our company registration number is 05815707. Registered address.116 Greystone Road, Carlisle, Cumbria, CA1 2DD.

How to Contact Us

You will find all the correct information to contact us by visiting our contact us page.

How We May Contact You 

If we must contact you, we will do so using the contact details you provided to us when you place an order or contact us first through email, chat or telephone.

"Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails but not fax.

Ordering With Us

How we will accept your order. 

Our acceptance of your order will take place when we email you to accept it “Order Confirmation”, at which point a contract subject to these terms and conditions will come into existence between you and us.

If we cannot accept your order. 

If we do not send you an Order Confirmation no contract is formed between us.

We reserve the right to inform you that we cannot accept your order, and this might be because; the goods are out of stock, unexpected limits on our resources, we have identified an error in the price or description of the goods, government intervention, purchase age restrictions or because we are unable to meet a delivery date you have requested.

Your order number 


We will assign an order number to your order and tell you what it is on your Order Confirmation. It will help us if you can tell us the order number whenever you contact us about your order.

We only sell to within Cumbria UK.


Our website is solely for the sale of our goods in the Cumbria, UK. We do not deliver to addresses outside mainland UK and any areas outside of Cumbria. All information for where we deliver can be found on our delivery page. 

Our Goods

Goods may vary from their pictures.

The images and packaging of the goods on our website are for illustrative purposes only. Although we endeavour to show our goods accurately, we cannot guarantee that your device's display of the colours will accurately show images as we intend.

Although we make every effort to be as accurate as possible, due to the nature of the goods we sell we cannot guarantee the image at the time represents the size, colour, shape of the product we pictured. Therefore, all sizes, weights and colours indicated on our website are approximations only, unless we state otherwise.

We provide general information only.


Any general advice, recipes and instructions provided by us relating to our goods have been produced as guidance only to assist you to consume the goods. Please note that the advice, recipes and instructions are provided for general information only and we accept no liability for any loss, damage or injury arising as a result of the information provided to you on our website or in conjunction with any of our goods.

Inspection, storage and cooking of our goods.

You are responsible for opening and inspecting the goods upon delivery and for storing them correctly in accordance with the instructions contained on the packaging of each item. We do not recommend goods are left outside (for example, on your doorstep) following delivery. It is your responsibility to ensure all goods are properly stored, prepared, and cooked (where applicable).

We accept no liability for any loss, damage or injury arising as a result of your incorrect storage, preparation or cooking of the goods. You must contact us as soon as possible after receiving the goods to make us aware of any problems. On delivery you are responsible for the goods. We will deliver your order on your selected date in a safe place if requested, after this you are aware of the delivery date and therefore are responsible for the order once delivered.

Age restricted goods.

Some of our goods have legal purchase age restrictions and must only be sold by us in accordance with the applicable legislation; where a product has a purchase age restriction you may be asked to provide photo identification to prove that you are of the legal purchase age. We reserve the right to refuse to sell age restricted products to anyone who in our opinion does not appear to be of the correct age for the product to be lawfully purchased, including but not limited to alcohol, knives or fireworks.


Your Rights to Make Changes

Making changes to your order.

If you wish to make a change to the goods you have ordered, please contact us as soon as possible.

You must tell us about any amendments to your order not less than 5 working days before the scheduled delivery date of your order.

Any changes requested within 5 working days of the scheduled delivery date may not be possible and you will be charged for the goods ordered originally.

Please note that any such amendments are at our full discretion, subject to availability and subject to clauses below. 

We will let you know if the change is possible. If it is possible to make the change we will notify you about any changes to the price of the goods, delivery times and any other details that are affected as a result of your requested change. We will then ask you to confirm whether you wish to go ahead with the changes requested.


Our Rights to Make Changes

Minor changes to the goods. 

We may change the goods to reflect changes in relevant laws and regulatory requirements and/or to implement technical adjustments and improvements. These changes will not affect your use of the goods. We may also make the following minor changes to goods, where necessary:

Our suppliers.

We reserve the right to change our suppliers without notice.

Frozen goods.

Where you have ordered frozen goods and we do not have sufficient levels of frozen stock to fulfil your order, we may instead send fresh goods. When we do this, we will supply you with instructions on how best to freeze fresh goods. This will not affect your use of the goods, or the quality of the goods supplied.

Substitute goods.


Where we have insufficient stock to fulfil your order, we may supply substitute goods. Where we supply a substitute good, we will ensure the substitute is a reasonably suitable alternative. We will not accept any returns or provide refunds on any substitutes made.

Contents of Pre-made boxes

All pre-made boxes will show on the product description what the contents of the box will be that week. However due issues with regards to suppliers, quality or stock levels we have the right to substitute the goods for an alternative. The substitute will equal the value if the order was a custom order. This includes subscriptions.



More significant changes to the goods and these terms.


We may need to make more significant changes to these terms or to the goods. If we do make such changes, we will notify you and you may then contact us to end the contract and receive a full refund before the changes take effect.

Providing the Goods

Delivery costs. 

The costs of delivery will be as displayed to you on the Delivery page of our website.

When we will provide the goods. 


You will be able to select an available delivery date for your designated area when you place an order. Your order will be delivered between 6am – 7pm that date. We can’t give a specific time.

Please note: whilst we will do our best to meet your selected delivery date, these are estimates only and as such, we cannot guarantee your order will be delivered on set time.

We are not responsible for delays outside our control. If our supply of the goods is delayed by an event outside our control, this can include:

- extreme weather conditions
- vehicle breakdowns
- transport disruption
- government restrictions
- staff illness and other such events

we will contact you as soon as possible to let you know and offer an alternate delivery option.


Delivery Instructions by you

If you are not at home when the goods are delivered. If no one is available at your address to receive the goods we will follow your delivery instructions where you have provided us with the same (e.g. leave the goods in a porch or with a neighbour). Where you provide us with delivery instructions, you acknowledge and agree that you will be responsible for the goods from the point of delivery and that in no circumstances shall we be liable for lost, stolen, damaged or perished goods where we have delivered goods in accordance with instructions provided by you.

When you become responsible for and own the goods.

You own goods once we have received payment in full for those goods. The goods will be your responsibility from the time we deliver or first attempt to deliver the goods to the delivery address you provided to us in your order.

Unable to accept your delivery.

If no one is available at your address to take delivery, the goods cannot be posted through your letterbox and you have not provided us with any delivery instructions, our driver will find a suitable ‘safe place’ to leave the parcel, if there is not a suitable safe location they will dispose of the goods. It is your responsibility to provide us with a safe location to leave your parcel if you are unable to be at home to receive the items. Failing to provide us with a safe location or making yourself available to receive the goods means you shall be liable for any additional delivery costs incurred by us. We accept no liability in respect of damaged or perished goods where we have been unable to deliver them during our delivery attempt. 

What will happen if you do not give the required information to us.


We need certain information from you so that we can supply the goods to you, for example, the quantity of goods required, contact details and a delivery address. You must provide us with such information when you place your order, and this will be confirmed in your order confirmation email. If the information you give us is incorrect, it is your responsibility to contact us to let us know as soon as possible. If any of the information we require is missing or we discover it is incorrect, we will attempt to contact you. If you do not give us the information, we require within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, or we are not able to contact you, we may cancel the order. We will not be responsible for supplying the goods late or not supplying any part of them if this is caused by you giving us incorrect or incomplete information and you may still be charged.

Your Rights to End the Contract

Your rights when you end the contract will depend on the goods you have bought, whether there is anything wrong with them and when you decide to end the contract:

If the goods you have bought are damaged or misdescribed you may have a legal right to end the contract (or to get the goods replaced or to get some or all your money back).

If you want to end the contract because of something we have done or have told you, we are going to do.

If you have just changed your mind about the goods.

In all other cases (if we are not at fault and there is no right to change your mind).

Ending the contract because of something we have done.


If you are ending a contract for a reason set out above below the contract will end immediately and we will refund you in full for any goods which have not been provided. 

The reasons are:

we have told you about an upcoming change to the goods or these terms which you do not agree to.

we have told you about an error in the price or description of the goods you have ordered, and you do not wish to proceed; or,

The supply of the goods is likely to be significantly delayed because of events outside our control.

However, we reserve the right to deduct administrative costs and/or expenses from the refund if such costs have already been incurred by us in anticipation of us fulfilling your order.

A right to change your mind if the goods are not fresh and perishable.


As most of our goods contain fresh and perishable food, you may not be entitled to the "normal" right to change your mind within 14 days after the day you receive them. One of the reasons for this is because the food is likely to have a best before date within only a few days of delivery of the goods. If you have purchased goods that are not fresh and perishable foods (for example, a recipe book), then you will be entitled to change your mind within 14 days, return the item to us (which you must organise) and receive a refund. These rights are explained in more detail in these terms.

How long do I have to change my mind if my goods are not fresh and perishable (for example, a recipe book)?

You have 14 days after the day you (or someone you nominate) receives the goods unless your goods are split into several deliveries over different days.

In this case, you have until 14 days after the day you (or someone you nominate) receives the last delivery to change your mind about the goods.

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, you can still end the contract before it is completed, but you may only receive a partial refund or no refund at all.

How To End the Contract with Us

Tell us you want to end the contract. 


To end the contract with us, please contact us in writing via email – shop@rootsgrocer.com

When we will pay the costs of return.


We will pay the costs of return:

if goods are damaged or misdescribed upon delivery of the same; or
if you are ending the contract because we have told you of significant changes to the goods or these terms, an error in pricing or description or because you have a legal right to do so as a result of something we have done wrong. In all other circumstances, you must pay the costs of return.

How we will refund you. 

We will refund you the price you paid for the goods including delivery costs, by the method you used for payment. However, we may make deductions from the price, as described below.


When your refund will be made. 

We will make any refunds due to you as soon as practically possible. If you are exercising your right to change your mind for non-perishable goods then your refund will be made within 14 days from the day on which we receive the goods back from you or, if earlier, the day on which you provide us with evidence that you have sent the goods back to us.

Our Rights to End the Contract

We may end the contract if you break it.

We may end the contract for goods at any time by writing to you if you do not:

make any payment to us when it is due.

within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the goods, for example, delivery address; and/or

within a reasonable time, allow us to deliver the goods to you or arrange redelivery.

We may withdraw the goods.


We may at any time withdraw certain goods for sale, and we will use our best efforts to ensure our website it up to date.

If There is a Problem with the Goods

How to tell us about problems.


If you have any questions or complaints about the goods, please Contact Us.

Summary of your key legal rights.


Nothing in these terms affects your legal rights. The goods we supply to you must be as described, fit for purpose and of satisfactory quality. During the expected life of your goods (see best before dates on our food/drink as this may impact on your rights) your legal rights entitle you to the following:

up to 30 days: if your item is damaged (rather than simply going out of date after delivery), then you may receive a refund or replacement;
up to 6 months for our non-perishable goods: if your goods can't be repaired or replaced, then you're entitled to a full refund, in most cases. 

For detailed information about your legal rights please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.


When will my payment be taken?

All subscription payments will be taken on the date of each month/week you originally placed the order on.

I don’t want my order this week?

Please contact us in plenty of time for us to action us not delivering your order on your usual subscription date. We can’t cancel your full subscription; we will refund the order once it comes into our system for that week This means your future orders will be delivered and your subscriptions won’t be fully cancelled. 

I want to cancel my subscription?

Contact us via email, chat or social stating your full name and subscription, we will then cancel your subscription for you.

I’ve missed a payment

If payments are missed you will not receive your order and your subscription will be cancelled. If this happens, we will contact you as soon as we notice, and you will need to set up your subscription. 

Swapping items

If there is something you would like in your box, please contact us and we will do our utmost to add this. The items you swap or add would need to match the total of the order; we can’t add items if this will be more than the retail of the box.

I’m allergic to certain foods

Each subscription box is carefully selected by us each week. The contents of the box will be shown in the product description & in email campaigns once per week. If there is a certain food you’re allergic to please make us aware before the order as we can make sure not to add this into your subscription box. We can’t be held responsible if these have not been made aware to us and we have not responded to act knowledge we’re aware of this.

Price and Payment

Incorrect pricing 

In rare occasions some of the goods we sell may be incorrectly priced. We will do our best to make sure the prices are correct before accepting 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 cancel the order, refund you any sums you have paid and require the return of any goods provided to you.

Paying for goods

We accept payment with all major credit and debit cards as well as Paypal. Your payment will be taken as soon as the order has been placed. All of our online payments will be processed through Wix payment platform or PayPal if you’ve checked out through them. Wix payments are the high level of security and fraud protection available for all our customers.

Promotions, Discounts & Codes

We may offer discounts and other promotions to you from time to time from our website, social media channels, by email or through one of our third-party partners.

Where we make discounts and promotions available, we will supply you with a promotional code which you can enter and redeem during the check-out process

You may redeem only one promotional code per transaction and promotional codes cannot be redeemed in conjunction with any other promotion or discount. 

Certain promotions and discounts may also be subject to additional terms and conditions. Where additional terms apply, we will notify you at the time and provide details of where you can find any additional terms.

Codes given will be valid for a set period. You may use any one promotional code once during the validity period. We reserve the right to withdraw a promotion or discount at any time without providing express notice to you.

Promotional codes cannot be exchanged for cash. We do not permit the sale, trade or purchase of promotional codes in any way.

Where we advertise promotions and discounts through our partners, only these terms and conditions (and any additional terms imposed by us) shall apply.

Responsibility for Loss or Damage Suffered by You

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. 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.

We are not liable for business losses. 

We only supply the goods for domestic and private use. If you use the goods for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

How We May Use Your Personal Information

We will deal with your personal information in accordance with our Privacy Policy.

Other important terms

We may transfer this Agreement to someone else

We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. If you are unhappy with the transfer, you may contact us to end the contract.

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.

Nobody else has any rights under this contract (except someone you pass your guarantee on to)


This contract is between you and us. No other person shall have any rights to enforce any of its terms, except as explained in clause 15.2 in respect of our guarantee. 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.

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.

Even if we delay in enforcing this contract, we can still enforce it later

If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you later. For example, if you miss a payment and we do not chase you, but we continue to provide the products, we can still require you to make the payment later.