Terms & Conditions — Surrey Hills Larder

Please read these terms and conditions carefully as they affect your rights and liabilities under the law. By placing an order with Surrey Hills Larder you are deemed to agree to these terms and conditions. We reserve the right to revise these terms and conditions, so please check periodically for any changes. If you do not agree to any revised terms and conditions, please let us know.
These terms and conditions were last revised on 18 May 2026.

Registration

To order from Surrey Hills Larder you must be over eighteen years of age, or if you are acting on behalf of a business, that business must be operated by a person over eighteen years of age.
As a new customer, you must first register with us before placing an order. All details provided upon registration, or at any other time, must be correct and complete. Please inform us promptly of any changes to this information.

Payment

We ask you to set up a payment method via Stripe when you register. Your payment details are held securely by our third-party payment provider. We will submit our request for payment within 24 hours of your order. We cannot accept liability for the time taken by your bank to process the payment; your account will typically be debited the next working day.

All goods which are ordered and dispatched must be paid for. If you need to cancel a box or pause your deliveries, please do so before our stated ordering deadline wherever possible — this helps us avoid unnecessary picking and waste. You can view what is due to be delivered in any given week by logging into your account on our website.

If a cancellation is made after the deadline, you will still be liable to pay for your box in full. Late cancellations must be made directly by emailing us at [email protected]. We reserve the right to suspend or terminate deliveries if payment is not received by our stated deadlines.

If money remains outstanding when you discontinue your orders, or if we need to terminate your account due to non-payment, we will first issue you with a statement and three written requests for payment. If payment is still not received, we reserve the right to raise an administrative charge to cover our costs, including any charges incurred in the appointment of a debt recovery firm. You will receive written notice of any such charges before they are applied.

Purchases

Any order submitted via our website is not accepted by us until you receive an order confirmation. Your submission of an order constitutes an offer to enter a contract to purchase the goods from us.
Products are subject to availability, and we cannot guarantee that all items will be available at the time of accepting an order. Where we are unable to supply an item, we will aim to substitute it with a comparable alternative of equal or greater value. On rare occasions where no suitable alternative is available, you will not be charged for the missing item, and a credit will be applied to your account.
We will endeavour to notify you of any significant changes to pricing. Please refer to our website for current pricing.

Delivery

We will deliver to the address you provide at registration, or any updated delivery address provided before our stated deadline. We reserve the right not to deliver to all locations. Deliveries take place on Fridays. We will endeavour to maintain a consistent delivery day but reserve the right to change this temporarily or permanently and will inform you if we do.

You are responsible for making suitable arrangements to receive your delivery and for providing clear instructions. We strongly recommend that you nominate a safe place — such as a porch, side gate, or outbuilding — where your box can be left if you are not at home. In the event that your delivery is stolen from or damaged at the agreed leaving place, we cannot accept liability, but we may consider compensation at our discretion.

If we are unable to make delivery, or must deliver late or on a different day due to circumstances beyond our control, we cannot accept liability for any inconvenience or loss caused.

Please let us know of any problem with your delivery as soon as possible, and no later than 24 hours after your scheduled delivery. If goods arrive damaged or you are unhappy with their quality, we will issue a credit or arrange a replacement in your next box, as you prefer.

Please ensure all produce is stored correctly once delivered. As a general rule, fresh vegetables store best in a cool, dark place or the refrigerator. Exceptions include squashes, avocados, basil, and bananas, which prefer room temperature.

Reusable Boxes

We deliver your produce in reusable cardboard boxes. We ask that you leave your empty box out for collection on your next delivery day so that we can clean, inspect, and reuse it. This is an important part of how we reduce packaging waste.

If a box is not available for collection, we will leave a replacement box on that visit. Boxes that are lost or damaged beyond reasonable wear and tear may be charged for at cost. Please take care of them — they're part of what makes our scheme more sustainable.

Cancellations & Pauses

You may cancel your registration or pause deliveries at any time by emailing [email protected], provided you do so before our stated ordering deadline. You are responsible for ensuring that any such request is received by us before the deadline, not merely sent.

Our ordering deadline for any given delivery week is 11pm Monday. Any cancellation or pause requested after this point may be subject to the payment terms described above.
Surrey Hills Larder may suspend or cancel an accepted order or your account at our reasonable discretion, or if you breach any of your obligations under these terms and conditions. We will always communicate with you if this occurs.

Contact

Surrey Hills Larder is a sole trader business operated by Helen McCarren
Email: [email protected] Website: www.surreyhillslarder.co.uk