1. Introduction

At GrocerKart, we want you to be completely satisfied with your purchase. This Refund and Returns Policy explains your rights under UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, and how we handle returns, cancellations, and refunds.

2. Eligibility for Returns

  • You have 14 calendar days from the day you receive your goods to cancel an order for most non-perishable products (distance selling regulations).
  • Perishable items such as fresh food, dairy, or frozen products cannot be returned unless they are damaged or faulty.
  • Products must be unused, in original packaging, and in a condition suitable for resale.

3. How to Request a Return

  • Contact our customer support at:
    • Email: [Insert Email Address]
    • Phone: [Insert Phone Number]
  • Provide your order number and reason for return.
  • We will provide instructions for returning the product.

4. Faulty or Damaged Goods

  • If a product arrives faulty, damaged, or not as described, please notify us within 14 days of delivery.
  • We will either:
    • Offer a full refund,
    • Replace the product, or
    • Offer a repair if appropriate.

5. Refund Process

  • Refunds are processed using the original payment method.
  • Once we receive the returned item, we will inspect it and notify you of approval or rejection of your refund.
  • Approved refunds are typically processed within 14 days.

6. Cancellation of Orders

  • You may cancel an order before it has been dispatched.
  • Once an order has been dispatched, it must be returned according to the returns process.

7. Shipping Costs

  • Unless the item is faulty, you are responsible for the cost of returning the item.
  • Refunds will include the original product cost, but not standard delivery charges, unless the product is faulty.

8. Non-Returnable Items

  • Certain goods are non-returnable, including:
    • Perishable food items
    • Custom or personalized products
    • Sealed goods that are not suitable for return due to health or hygiene reasons once opened

9. Contact Information

For any questions regarding returns, refunds, or cancellations, please contact us:

GrocerKart
Email: [Insert Email Address]
Phone: [Insert Phone Number]
Address: [Insert Physical Address]