Terms of service

SURULERE FOODS – TERMS OF SERVICE

Last Updated: 16/02/2025

Welcome to www.surulerefoods.com (the “Site”), operated by Surulere Foods (“we”, “us”, “our”). By accessing the Site, creating an account, or buying from us, you agree to these Terms of Service (“Terms”). If you do not agree, please do not use the Site.

1) Who we are & how to contact us

Trader: Surulere Foods
Address: 3rd Floor, 86-90 Paul Street, London, England, United Kingdom, EC2A 4NE
Email: info@surulerefoods.com
Company number  15941988

We provide pre-packed foods, PPDS (prepacked for direct sale) where applicable, and non-food items.

2) Key consumer information (distance selling)

Before you place an order we display: the main characteristics of goods, the total price including taxes and delivery charges, delivery arrangements and timescales, our complaint handling and returns, and your right to cancel where it applies. We confirm your contract and this information on a durable medium (e.g., order confirmation email). Your statutory rights are not affected.

3) Ingredients, allergens & food information

  • We provide ingredients and allergen information before checkout and again on delivery (e.g., packing slip/label).

  • Where PPDS rules apply, labels include the name of the food and a full ingredients list with the 14 allergens emphasised (e.g., bold).

  • Always read labels on receipt. If there is a discrepancy between the website and on-pack label, follow the on-pack label and contact us so we can correct the listing.

  • If you have a severe allergy, please contact us before purchase for the latest information. We work to avoid cross-contact but cannot guarantee a site entirely free from trace allergens unless explicitly stated.

4) Orders, acceptance & substitutions

  • Your order is an offer to buy. The contract is formed when we email Order Confirmation or dispatch the goods (whichever occurs first).

  • We may reject or cancel (with a prompt refund) for reasons such as stock errors, pricing errors, or suspected fraud.

  • Substitutions: We only substitute with your prior consent (for example, if you opt-in at checkout). We will never substitute an item that introduces a new declared allergen without your explicit agreement.

5) Pricing & payment

  • Prices and promotions may change at any time prior to contract formation.

  • We accept the payment methods shown at checkout. You confirm you have authority to use the chosen method.

  • VAT (if applicable) is included or shown at checkout. Delivery charges are shown separately.

6) Delivery, risk & inspection

  • Delivery locations, charges and timeframes are shown on the Site.

  • Risk and title pass to you on delivery to the address or collection point you selected.

  • Please inspect items upon delivery and store perishable products promptly following any storage instructions.

7) Cancellations & returns (your statutory rights)

7.1 Distance-selling “cooling-off” (non-perishables)

For eligible, non-perishable goods you may cancel within 14 days after you (or someone you nominate) receives the goods. You must then return the goods within 14 days of telling us you’re cancelling. We will refund within 14 days of receiving the returned goods (or evidence of posting). Refunds go to the original payment method, unless you expressly agree otherwise.

7.2 Exceptions (when you can’t cancel)

You cannot cancel:

  • Goods liable to deteriorate or expire rapidly (many chilled/fresh foods).

  • Sealed goods not suitable for return for health protection or hygiene reasons, once unsealed.

  • Personalised or made-to-order goods.
    (Statutory exceptions apply in full.)

7.3 Returns condition (non-perishables)

Returned items should be unused, in their original packaging, and include all components. You are responsible for return postage unless we agree otherwise or the item is faulty/not as described.

7.4 Faulty, not as described, or mis-labelled

If an item is faulty, not as described, or you relied on allergen info that was wrong, you may be entitled to a refund, repair, or replacement. Contact us promptly with photos/details. This is in addition to your 14-day cancellation right for eligible goods.

7.5 How to cancel

Email info@surulerefoods.com with your order number and a clear statement that you are cancelling. A model form is provided at the end of these Terms (you don’t have to use it).

8) Alcohol & age-restricted items

  • You must be 18+ to purchase alcohol.

  • We operate a Challenge 25 policy: we may require a valid, accepted photo ID.

  • We reserve the right to refuse sale or delivery if suitable age verification is not provided.

9) Perishables, quality & delivery delays

  • For perishable items, please be available to receive delivery. If delivery is delayed due to an incorrect address or no access, quality may be affected and we may not be able to accept a return unless the issue is our fault.

  • Report delivery damage/spoilage as soon as reasonably possible (ideally within 24–48 hours) with photos.

10) Product recalls & food safety incidents

If we discover a safety or labelling issue, we may withdraw or recall products and will notify affected customers and authorities as required. Please follow the instructions provided (e.g., do not consume, return or dispose safely) for a full remedy.

11) Accounts & security

You’re responsible for keeping your login secure and for activities under your account. Tell us immediately if you suspect unauthorised use.

12) Acceptable use

You agree not to misuse the Site (including scraping, introducing malware, or infringing others’ rights). We may suspend or terminate accounts for misuse.

13) Intellectual property

All Site content (text, images, logos, etc.) is owned by or licensed to us. You may use the Site for personal, non-commercial purposes only. Do not copy or reproduce content without permission.

14) Promotions & gift cards

Promotions are subject to their stated terms. Gift cards/vouchers (if offered) are subject to separate terms and do not affect your statutory rights.

15) Liability

  • Nothing in these Terms excludes or limits liability for death or personal injury caused by our negligence, fraud, or any liability that cannot legally be limited or excluded.

  • We are not liable for indirect or consequential losses that were not foreseeable to both parties when the contract was made.

  • For non-perishable consumer goods, our liability for loss or damage to goods will not exceed the price paid, without limiting your statutory remedies for faulty/not-as-described items.

16) Complaints & dispute resolution

If you have a complaint, contact info@surulerefoods.com. We aim to resolve issues quickly and fairly. You may also have access to local consumer dispute resolution bodies.

17) Changes to these Terms

We may update these Terms from time to time. We’ll post the new version with a new “Last Updated” date. Changes apply to orders placed after the updated Terms go live.

18) Governing law & jurisdiction

These Terms are governed by the laws of England and Wales. Disputes will be resolved by the courts of England and Wales. Consumers resident elsewhere may also benefit from mandatory consumer protections of their country.

19) Your statutory rights

Nothing in these Terms affects your statutory rights under UK law.