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Bulk

RealFoodSource offers both smaller Pantry Packs and larger Bulk Packs sold in original packaging. Our bulk packs offer wholesale prices with no minimum order and free shipping. All bulk products are available to trade customers, community groups and members of the public.

You can find more information on our Bulk Range here

Customer Service

As per our terms, we do not offer telephone support but we can answer any queries via email. By keeping our customer service to email we can answer questions quickly while we are busy packing orders

We are glad that you love our products! Please help us in our fight against Trustpilot and head over to leave your honest review for others to find. https://uk.trustpilot.com/review/realfoodsource.com


Read more about our stance here: https://www.realfoodsource.com/2021/05/07/why-were-fighting-back-against-review-websites-like-trustpilot/

As part of our customer partnership, your satisfaction is guaranteed. For all products (other than our Bulk products – see note below) if a product is for any reason not up to scratch, or you have discovered better value, we offer a generous, no-quibble 60-day returns policy. You can find full details of the RFS60 Guarantee here.

Products bought in original bulk packaging are not subject to the RFS60 guarantee. Terms and conditions of products bought under the RFS Bulk brand are stated in each product listing and are as follows:
All issues must be quantified and reported within 7 days
All returns are at RFS’s discretion and if found not to be a valid complaint, they will not be accepted.
If more than one carton of a product is delivered, RFS will only accept the return of one open carton.
If several cartons have been opened, RFS will only issue credit for a single return.
We only refund what has been returned. If a significant amount of any item returned has been consumed, we will only provide a refund for the pro-rata value for the amount returned

If you are unsure of the suitability of a bulk product, we advise you buy a small pack to test it first.

Delivery

We ship all our orders using either Royal Mail or DPD depending on size and value of the order. You can find your tracking code at the bottom of your dispatch email.

You can track your order www.dpdlocal.co.uk with the 10 digit code

You can track your order through https://www.royalmail.com/track-your-item with the code beginning PV.

If you have experienced an issue with any items in your order (damaged, wrong item or missing) please send details of the issue customer service using the contact page team along with images of:

1. The damaged or incorrect product(s)

2. The printed invoice showing all 4 corners

3. The entire box showing all any damage

We use Royal Mail and DPD and offer three courier service options for the UK:

Standard tracked 1-4 working day delivery service for £3.49. Working days are Monday to Friday. Orders £35 and above will receive a free upgrade to our 1-2 working day courier service. Orders below £35 will be sent on our 2-4 working day Royal Mail service.

Expedited tracked 1-2 working day service for £9. Working days are Monday to Friday. Orders must be placed before 2.30pm in order for the 1-2 days shipping to apply.

Highlands, Islands and Remote UK for £6.** Delivery is charged at a flat fee regardless of weight and we do not offer expedited shipping to these areas.

Unfortunately, we don’t offer free delivery as no courier’s offer free delivery. Although you will find sellers offering free shipping, the shipping costs will simply be included in the final product price to enable sellers to do this.

The lower the threshold for free shipping, the greater the element of shipping added to every product. It is a marketing strategy to entice you to buy a product over a competitors and you will find we are usually cheaper than other companies when you add our shipping cost to your basket.

You can find more about our reasons why we don’t offer free delivery in our blog post here: https://www.realfoodsource.com/2020/09/07/update-to-our-shipping-rates/

You can find all of our delivery costs and further information on our shipping page here: https://www.realfoodsource.com/shipping-returns/

Ethics

We take the environment very seriously. This applies both to our packaging and our drive to have near zero food waste (quite unique for a food company). All our plastic tubs and jars can be recycled along with our see-through packaging.

Our 250g Wee Eco Pack range in many of our products, these are packed in biodegradable packaging. Our larger sizes remain in our recyclable plastic packaging as it is all a balance between finding packaging that works with food, is durable, protects the food long term and is good for the environment.

Our bulk products are sold in the packaging they are delivered in so there is not additional packaging needed, minimising waste.

All the packaging that comes into our warehouse is recycled and we also think it’s very important not to waste food so each year we use or sell all the foods we offer. We would rather sell off foods in our sale area if they are approaching their best before date (note: not expiry or use by date) at a loss than discard them once they are past their date. Where we have leftovers we send them to animal sanctuaries to feed the aninmals.

We are not perfect and still have lots to do but we are quite proud of our achievements to date.

Read our blog post on packaging here: https://www.realfoodsource.com/2019/08/09/our-new-biodegradable-bags/

View the full Wee Eco Pack range here: https://www.realfoodsource.com/product-category/weeecopacks/

Ethics is at the heart of the RealFoodSource but fair trade unfortunately is not a straight forward question and none of our products are currently marked as fair trade.

We put together this blog post to clarify our stance on why: https://www.realfoodsource.com/2019/08/09/fairtrade-why-we-arent-registered-with-the-fairtrade-foundation/

We are certified organic by the Organic Food Federation. After considering other certification bodies in the UK we believe this was the best choice for our business, the Organic Food Federation is at the forefront of promoting organic methods and maintaining high standards and best practice.

Many of our products are organic, and those that are not have been selected as the very best alternative at the most cost effective price point we can source, ensuring our products are accessible to all.

You may also be interested to read our blog post on organic practices in the UK: https://www.realfoodsource.com/2016/11/23/organics-how-to-verify-a-food-product-is-genuinely-organic-in-the-uk/

Orders

If you have experienced an issue with any items in your order (damaged, wrong item or missing) please send details of the issue customer service using the contact page team along with images of:

1. The damaged or incorrect product(s)

2. The printed invoice showing all 4 corners

3. The entire box showing all any damage

The RealFoodSource team are passionate about balancing food quality and value while reducing food waste, while being honest and transparent about Real Foods, and love supplying our customers who share our values. Therefore, as part of our customer partnership, we offer a generous no-quibble 60-day returns policy.

Please contact our customer service team outlining the issue and they will send a prepaid label for you to return the product.

Please ensure when returning the product:

1. Must be returned in original packaging.

2. Must be returned within 7 working days of receipt of this returns label, else the label expires.

3. If a significant amount of any item returned has been consumed, we will only provide a voucher to the pro-rata value for the amount returned.

4. We only refund one item of the same product, so please do not open multiple bags of the same product. If you don’t like one bag of whole almonds, for example, don’t open others as they will be the same.

However, as taste and quality is often subjective, we simply ask our customers to consider the following before returning and help our mission to keep prices low while reducing food waste.

All our products adhere to our strict supplier quality specifications and we perform diligence checks including visual and taste checks prior to packing all our products internally. We will never knowingly sell anything below RealFoodSource quality standards, which are well above industry standards.

While we find homes for any returned foods such as animal use, the extra transportation and processing significantly adds to food waste and increases costs and therefore prices, so we ask you to please be certain you can not use any product before returning.

You can read more about our return policy here: https://www.realfoodsource.com/rfs35-guarantee/

As our systems are highly automated, we are unable to amend orders including adding items, removing items and merging orders together. If you would like to cancel your order so that you can reorder as required, please get in contact with our customer service team as soon as possible. If you ordered via an account on our website then you can quickly recreate orders by selecting ‘My Account’ > ‘Orders’ > ‘Order Again’. Please note, once an order has been dispatched, we are unable to amend/cancel it.

Get in contact with our customer service team as soon as possible and they can update this for you. When emailing ensure to include your order number and the correct address so our team can change this for you. Please note, once an order has been dispatched, we are unable to change the shipping details.

I am afraid we don’t do samples. Our aim is to keep our prices and margins low for everyone and this would involve opening and discarding retail packs due to food regulations. However, we now stock a majority of our product in our 250g Wee Eco Packs, these are ideal for trialing a new product.

You can view the full range here: https://www.realfoodsource.com/product-category/weeecopacks/

Products

We recommend that all products are stored in a cool dry place, in an airtight container/packet, to keep the product in the best condition for longer. All Wee Eco Packs should be decanted with 35 days of purchase and the bag should be disposed to allow the pack to begin biodegrading.

As our products are non-perishable, they have best-before dates as an indication of quality. Whereas products that will go ‘off’ will display an expiry date of when the product should not be consumed after. All of our products have at least 3 months best before date unless otherwise on promotion and stated in the product title. For further details on this please see our article: https://www.realfoodsource.com/2016/08/10/best-before-dates/

If you are looking for the best before date on a product you have purchased, you will be able to locate the Best Before Date on the right-hand side of the product label, underneath the weight and between the Batch no. and Country of Origin. If you are having any issues locating this, please send an image of the product label and we will advise the BBD.

Any potential allergens will be detailed on the product listings description and product image. If gluten is not listed as an allergen, then has been confirmed on the product specification as less than 20 parts per million as per the level of gluten free requirements.

Our standard allergens are ‘May contain traces of milk, nuts, peanuts and soya’. This is because we pack these products on our premises. Whilst all care and due diligence is taken to prevent cross-contamination, this cannot be guaranteed.

All other ‘May contain’ allergen statements come from source and are given to us by our suppliers.

Although the product itself is vegan (containing no animal products) however we pack a very small percentage of products which contain dairy in our building (in a separate room however). As dairy is an allergen, we have had to declare that as it may have traces of dairy. We explain in much more detail in this blog post here: https://www.realfoodsource.com/2018/05/14/62059/

As there is no legal definition, nor any regulations on raw claims, we do not get involved in these types of claims. If a product is roasted, cooked, baked etc we will advise in the product description and title, else our products are as ‘raw’ as any other.

For more information on raw cocoa claims see our blog post: https://www.realfoodsource.com/2014/09/30/can-cocoa-ever-be-truly-raw/

You can add the ebook for free to your cart and checkout without payment (you don’t need to purchase items to get them). Simply make sure you use a valid email address and click on the link to download in your confirmation email.

You can download all our free ebooks here: https://www.realfoodsource.com/product-category/ebooks/

We are glad that you love our products! Please help us in our fight against Trustpilot and head over to leave your honest review for others to find. https://uk.trustpilot.com/review/realfoodsource.com


Read more about our stance here: https://www.realfoodsource.com/2021/05/07/why-were-fighting-back-against-review-websites-like-trustpilot/

Promotions

I’m afraid we don’t do discount codes. The concept of the RealFoodSource is to make healthy eating affordable for everyone so we keep our prices and margins very low and we simply can’t reduce further. We believe all customers, new and those who buy from us again should get the very best prices!

We are confident however that if you fill your basket with the same items of the same quality from other companies, we believe the total checkout price will be less when buying from us after their codes have been applied. More details of our simple lowest pricing is explained in our blog post here: https://www.realfoodsource.com/2017/03/19/why-we-dont-do-discount-codes/

We do sometimes offer some of our products on promotion on a week-to-week or monthly basis. You can view all products on sale at any time here https://www.realfoodsource.com/product-category/sale/promotion/

Quality

We are certified organic by the Organic Food Federation. After considering other certification bodies in the UK we believe this was the best choice for our business, the Organic Food Federation is at the forefront of promoting organic methods and maintaining high standards and best practice.

Many of our products are organic, and those that are not have been selected as the very best alternative at the most cost effective price point we can source, ensuring our products are accessible to all.

You may also be interested to read our blog post on organic practices in the UK: https://www.realfoodsource.com/2016/11/23/organics-how-to-verify-a-food-product-is-genuinely-organic-in-the-uk/

The RealFoodSource team are passionate about balancing food quality and value while reducing food waste, while being honest and transparent about Real Foods, and love supplying our customers who share our values. Therefore, as part of our customer partnership, we offer a generous no-quibble 60-day returns policy.

Please contact our customer service team outlining the issue and they will send a prepaid label for you to return the product.

Please ensure when returning the product:

1. Must be returned in original packaging.

2. Must be returned within 7 working days of receipt of this returns label, else the label expires.

3. If a significant amount of any item returned has been consumed, we will only provide a voucher to the pro-rata value for the amount returned.

4. We only refund one item of the same product, so please do not open multiple bags of the same product. If you don’t like one bag of whole almonds, for example, don’t open others as they will be the same.

However, as taste and quality is often subjective, we simply ask our customers to consider the following before returning and help our mission to keep prices low while reducing food waste.

All our products adhere to our strict supplier quality specifications and we perform diligence checks including visual and taste checks prior to packing all our products internally. We will never knowingly sell anything below RealFoodSource quality standards, which are well above industry standards.

While we find homes for any returned foods such as animal use, the extra transportation and processing significantly adds to food waste and increases costs and therefore prices, so we ask you to please be certain you can not use any product before returning.

You can read more about our return policy here: https://www.realfoodsource.com/rfs35-guarantee/

As part of our customer partnership, your satisfaction is guaranteed. For all products (other than our Bulk products – see note below) if a product is for any reason not up to scratch, or you have discovered better value, we offer a generous, no-quibble 60-day returns policy. You can find full details of the RFS60 Guarantee here.

Products bought in original bulk packaging are not subject to the RFS60 guarantee. Terms and conditions of products bought under the RFS Bulk brand are stated in each product listing and are as follows:
All issues must be quantified and reported within 7 days
All returns are at RFS’s discretion and if found not to be a valid complaint, they will not be accepted.
If more than one carton of a product is delivered, RFS will only accept the return of one open carton.
If several cartons have been opened, RFS will only issue credit for a single return.
We only refund what has been returned. If a significant amount of any item returned has been consumed, we will only provide a refund for the pro-rata value for the amount returned

If you are unsure of the suitability of a bulk product, we advise you buy a small pack to test it first.

Samples

I am afraid we don’t do samples. Our aim is to keep our prices and margins low for everyone and this would involve opening and discarding retail packs due to food regulations. However, we now stock a majority of our product in our 250g Wee Eco Packs, these are ideal for trialing a new product.

You can view the full range here: https://www.realfoodsource.com/product-category/weeecopacks/

Technical

We have made a lot of effort to make this version of our site modern and up to date (last major update, Nov 2021), to support as many browsers and device types as possible. Unfortunately, it is not practical to support the over 2000 current possible browsers out there.

We try to ensure that up to date, mainstream browsers are supported, so if you do have a modern, mainstream browser that is within the last three versions of the current latest release, we would normally expect our website and shop to work correctly on them. It often works on many more but we all want a secure service so we aim to keep following the industry guidelines and keep the browsers and systems up to date.

If you are having problems with the site or ordering process, we’ll do our best to help. If you visit https://www.whatsmybrowser.org/ then copy the generated link and send that to us, it will greatly assist our efforts in tracking down any issues.

An up to date browser check is here, for reference https://browser-update.org/update-browser.html

We have invested significantly in the safety and security of our website, in fact we take the data security and safety of our customers details as seriously as we take our commitment to food safety and quality.

We have built a secured site, that ensures that all communications between your device and our servers is fully encrypted and hidden from prying eyes.

We don’t store credit card information at all, we pass the information via secured links to our payment providers and they authorise the transaction using single use tokens that are only relevant for a single purchase. We have no record of the card number stored on our systems. For payment processes like PayPal, we use a similar operation.

We only store Billing and Shipping addresses and the order details, which is the minimum required to fulfil orders, behind multiple firewalls in a Microsoft Azure Data Centre. https://azure.microsoft.com/en-us/blog/3-reasons-why-azure-s-infrastructure-is-secure/

Independent, third party testing of our site by Qualsys SSL Labs https://www.ssllabs.com/, shows us to have a secured A+ ecommerce site.

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