Refund and Returns Policy – Grocly: From Store to Door

Returns and Refund Policy

At Grocly, we aim to ensure a hassle-free shopping experience and your complete satisfaction. However, due to the nature of our products, certain rules apply to returns and refunds. Please read our policy carefully.

1. Non-Returnable Items

For health and hygiene reasons, the following items are non-returnable:

Fresh produce such as fruits, vegetables, and leafy greens.
Perishable items like dairy, eggs, and bakery products.
Prepared food items from restaurants.

However, if any of these items are delivered in poor condition, damaged, or not as described, you may request a refund (see Refund Process below).

2. Returnable Items

The following items are eligible for returns:

Packaged grocery items (e.g., rice, pulses, flour) if unopened and in their original packaging.
Non-perishable household items such as cleaning supplies, toiletries, and personal care products.
Makeup and beauty products if unopened, unused, and returned within 7 days of delivery.

Note: All returnable items must be in their original condition with intact labels and packaging.

3. Conditions for Refunds

Refunds will only be issued under the following circumstances:

The item received is damaged, defective, or past its expiry date.
An incorrect item was delivered.
Items canceled by the customer before dispatch.

Refund requests for perishable items must be raised within 24 hours of delivery.

4. How to Request a Refund/Return

Contact our customer support team via:
- Phone: [Your Customer Support Number]
- Email: [Your Support Email Address]
Provide your order number and details of the issue (e.g., photos of damaged items).
Our team will review your request and respond within 48 hours.

Note: In cases of approved refunds, the amount will be credited to your original payment method within 7-10 business days.

5. Cancellation Policy

Orders for perishable items (e.g., fresh fruits, vegetables, and cooked meals) cannot be canceled once they are processed for delivery.
Non-perishable items can be canceled before dispatch by contacting customer support.

6. Exceptions and Final Rights

Grocly reserves the right to deny returns or refunds for:

Complaints raised after the specified timeframes.
Items that show signs of misuse or tampering.

Our priority is your satisfaction. If you have any concerns, don’t hesitate to reach out to our support team for assistance.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.