Returns and cancellation

Goods must match the description, be fit for the usual purpose, and match any particular purpose you told us about and we accepted. If they do not, the Consumer Rights Act 2022 applies. That includes groceries and prepared food.

If you tell us within 30 days of receiving the goods, you can end the contract for the affected goods and ask for a refund. You do not have to accept a replacement first. After 30 days you still have rights, which can include a repair, a replacement, a price reduction, or a refund, depending on the goods and the fault. The Competition and Consumer Protection Commission explains the detail at ccpc.ie.

For fresh, frozen, or prepared food that arrives spoiled, unsafe, or different from what you ordered, email hyvegrocery@gmail.com or phone +353 89 454 1692. Include the order number and a photo if you can. We will not ask you to post unsafe food back. We refund faulty goods using the same payment method, unless you agree to another method. Where the law says we must pay the cost of a return, we will.

You do not have the 14-day distance-selling right to cancel just because you changed your mind where the goods are:

• liable to deteriorate or expire quickly, such as fresh, chilled, or frozen food;
• made to your specifications or clearly personalised, including prepared food made to your order;
• sealed goods which are not suitable for return for health protection or hygiene reasons, once you have unsealed them after delivery.

Those exclusions do not remove the faulty-goods rights above. A sealed item you have opened can still be returned when it is faulty.

For household and other non-food goods that are not in the list above, you can cancel the distance contract within 14 days without giving a reason. The 14 days start on the day you, or someone you choose other than the carrier, take physical possession of the goods. For click and collect, that is the day you collect them.

Tell us before the 14 days end. You can use the model cancellation form, an email, or a letter. Then send the goods back within 14 days of telling us. You pay the direct cost of that return. If the goods cannot normally be posted, we will tell you the return cost before you are bound by the order. Handle the goods only as you could in a shop. You are responsible for a loss in value caused by handling that goes beyond that.

We refund all payments received from you for the cancelled goods, including standard delivery, within 14 days of being told of the cancellation. We may wait until we receive the goods, or until you show that you have sent them back, whichever is earlier. The refund uses the same payment method unless you agree otherwise. We do not charge a fee for the refund itself.

These instructions apply when a 14-day right to cancel exists. They are the model instructions in Schedule 4 to the Consumer Rights Act 2022, completed for a HYVE sales contract. They do not apply to goods that are excluded from that right, including food that can deteriorate or expire quickly and food made to your order.

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right to cancel, you must inform us (HYVE Grocers Ltd., Saint Brendan's Street, Portumna, Galway, H53 AK88, Ireland, phone +353 89 454 1692, email hyvegrocery@gmail.com) of your decision to cancel this contract by an unequivocal statement (e.g. a letter sent by post or e-mail). You may use the attached cancellation form, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed of your decision to cancel this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us at the collection shop, Royal Spice Land Newbridge, Main St, Greatconnell, Newbridge, Co. Kildare, W12 NR23, Ireland, without undue delay and in any event not later than 14 days from the day on which you communicate your cancellation of this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will bear the direct cost of returning the goods.

You are only liable for any diminished value of the goods resulting from the handling of the goods beyond that necessary to establish their nature, characteristics and functioning.