Product Terms and Conditions

Please read these product terms and conditions carefully as they affect your rights and liabilities under the law and set out the terms under which Magaza Balkan Food Ltd makes the products available to you ("Product Terms").

1. Prices and VAT

Please note that the prices on our website are guide prices only. The actual price you pay will be the price charged in store at the time your order is picked for delivery. The actual order value cannot be determined until the day of delivery because the prices stated on the website may vary either above or below the prices in store on the day your order is picked and delivered.

All prices are expressed inclusive of any VAT payable unless otherwise stated. The VAT rate of 20% applies to standard rated products such as fizzy drinks, mineral water, chocolate etc. The VAT rate of 0% applies to zero rated products such as meat, salami etc. The price of the items does not include the delivery charge which will be charged at the rates applicable to the date & time of your delivery. The delivery charge will include the VAT of 20%.

If you have any queries please contact our Customer Services Team on 020 8746 0089 Monday to Saturday 9 am to 20 pm and Sunday 10am to 6pm.

When your order is delivered you may return any item and receive a full refund if you consider that the difference between the price charged and the guide price shown on the Grocery website is unacceptable.

2. Availability

If for any reason beyond our reasonable control, we are unable to supply a particular item, we will not be liable to you. Please note that we will attempt to deliver substitute lines should selected lines be unavailable unless you request us not to do so.

Although we will always try to cater for your orders, an order of large quantities of a line can only be fulfilled at the discretion of the store. For example, if you were to make an order of 10 packets of biscuit which would use up all of the store's stock, the store may only deliver 5 packets.

3. Acceptance

Your order is an offer to buy from us. A contract is only formed when we notify you that we have despatched your order or notify you that your order is available to collect at the store (as applicable). At any point up until then, we may decline to supply the goods to you.

The service is available for commercial and domestic use.

To ensure availability of all our products customers may be limited to a maximum number of items.

4. Delivery

Delivery will be made to the address specified by you on the completed order form.

We will deliver your order to the main entrance of the delivery address. At your request, our driver may carry your order into the delivery address, for example, to a particular floor in an apartment block or into your kitchen but only if: a. the driver has your permission and b. our driver believes that it is safe and practical to do as you request. We always reserve the right to deliver only to the main entrance of the delivery address.

Please note that we deliver goods only to specified regions within the United Kingdom.

Our grocery delivery service covers most UK residential addresses with individual postcodes. Selected caravan parks, camp sites and holiday homes may be excluded, please check your postcode on the website.

Delivery times will be agreed with you at the time of placing your order.

All goods must be signed for on delivery by an adult aged 18 years or over. Magaza follows a "Think 21" policy, so if the person receiving the goods looks under 21, proof of age may be requested. If proof is not available and there is no-one of that age at the address when delivery is being made, the goods may be retained by the driver. If we attempt to deliver your order to the delivery address as arranged with you but there is nobody at the delivery address to accept your order, the driver will leave notification of attempted delivery and you will need to contact our Customer Service Centre to re-arrange delivery (see below for contact details).

In these circumstances, if we have to return to deliver the goods, a further charge may become payable provided that delivery is attempted at the agreed time.

Whilst we make every effort to deliver all your goods in the agreed time, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.

We do not offer Saturday delivery for orders due to higher chargers, therefore any order placed on a Friday which requires temperature control will be sent on the following Monday (not applicable for Bank Holidays or any other public holidays which may fall on a Monday).

5. Click & Collect

If you chose to collect your order from our store, the time slot and the store will be agreed with you when you place your order.

Please note that you will be unable to collect your order earlier than the agreed time slot. Should you arrive late, you may still be able to collect your order - please speak with the member of our staff at the dedicated collection point who will be able to assist you.

Please bring your order number and the credit card you used to pay for your order (we will not be able give you your order unless you produce an appropriate form of I.D.)

Whilst we make every effort to have your order ready for collection at the agreed time, please note we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.

6. Returns and Refunds

When you buy from our website, we want you to be happy with your purchase. However, we know sometimes you may need to return goods. This policy sets out when you can return goods, and how to do so.

If you change your mind

If you change your mind, we offer a refund or exchange of certain goods within certain time periods (please see the table below).


Period for return

Perishable goods (e.g. food, drinks)

Hand back to the driver at the time of delivery or member of staff at collection (as applicable)

You should please take reasonable care of the goods whilst they are in your possession (reasonable care includes inspecting goods, but would not extend to your opening certain goods, for example, sealed products).

If you have received faulty or damaged goods

You may hand any faulty or damaged goods back to the driver at the time of delivery or a member of staff when collecting your order (as applicable) for a refund or return to our store (with proof of purchase) for a refund or exchange. For perishable items we ask you do this no later than 7 days after the date of delivery or collection.

When you return goods

When you return the goods to us, please also let us have all the original packaging, labels and any accessories.

Getting your refund

If you are entitled to a refund, we will refund you as follows:

• If you paid by payment card, we will refund you on the payment card)

Refunds for products purchased under a promotional offer will be based on the terms of the promotional price.

Your statutory rights

Nothing in our returns policy affects your statutory rights.

Defrosted products

Any item which arrives defrosted is subject to a refund, however only the product/products which were ordered. The frozen delivery surcharge is not refundable.

7. Cancellation

You can cancel or change any of your current orders up until 16pm on the day before delivery, Monday to Friday. You can do this using the "Your orders" option on the website, or you can call our Customer Services department on 02087460089. Please note that orders can be cancelled by email.

8. Payment

You can pay by any Mastercard or Visa credit card, Maestro or Delta debit card. We do not currently accept American Express and Visa Electron cards.Your credit/debit card details will be encrypted to minimise the possibility of unauthorised access or disclosure. Authority for payment must be given at the time of placing your order. You will not be charged until your order is ready for dispatch.

Our liability to you in connection with any order will not exceed the total price charged for the relevant items.

We accept orders only from Web browsers that permit communication through Secure Socket Layer (SSL) technology, for example, 3.0 version or higher of Explorer and versions 3.02 or higher of Netscape. This means you cannot inadvertently place an order through an unsecured connection.

9. General

These Product Terms shall be governed by and construed in accordance with the laws of England and Wales and any disputes will be decided only by the English courts.

If any of these Product Terms is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Product Terms which will continue to be valid and enforceable to the fullest extent permitted by law.

10. Customer Services

If you have an order query, please e-mail us at: or directly to the store at

Any abuse over the phone will not be tolerated and reported further resulting in a ban. You may email us with any further queries.

The site is owned and operated by Magaza Balkan Food Limited (company registration number 8259793 , VAT number GB130897601), a company registered in England and Wales, whose registered office is at:

32 Woodstock Grove
W12 8LE