Return and Refund Policy

We distinguish between perishable and non-perishable products, in line with industry practice. In all cases, our goal is to ensure quality while complying with applicable laws. The following rules apply:

Perishable Goods (Fresh Food, Produce, etc.)

  • Reporting: Customers must report any quality problems (damage, spoilage, etc.) within 24 hours of delivery. (After this window, perishable items are not eligible for return.)
  • Eligibility: Only defective or unsatisfactory perishables qualify for a refund or replacement. For example, if an item arrives spoiled or unusable, we will replace it or issue credit.
  • Remedy: We will replace the item or refund its value (by default as store credit) for approved claims. Store credit issued in this way does not expire and can be used on future purchases.
  • Product Return: For safety and hygiene, spoiled perishables should be disposed of by the customer rather than returned to us . We generally do not require customers to ship back perishable items.
  • Evidence: To expedite claims, customers may be asked to provide evidence (e.g. clear photos of the affected item or its packaging). Prompt evidence (within 24 hours) helps us verify the issue and process the credit.

Non-Perishable Goods (Shelf-Stable Food, Non-Food Items)

  • Timeframe: Non-perishable items with quality issues may be returned within 7 days of delivery (unless a longer period is advertised).
  • Condition: Items must be unused, unopened, and in their original packaging with all tags/accessories. Returns of used, worn, opened products will generally be refused or only credited at our discretion.
  • Process: To return a qualified item, contact customer service. Once received and inspected, approved returns will be credited to your account (store credit by default). Refunds to other payment methods are only provided in special cases (see below).

Refund Methods

  • Default (Store Credit): Refunds are normally issued as store credit (e.g. account balance or gift credit) with no expiration. This is common practice to retain value in the system. Store credit can be applied to any future order.
  • Original Payment: Refunds to the original payment method (credit/debit card, bank transfer, digital wallet, etc.) are offered only under special circumstances (for example, if an order was not delivered, was significantly incorrect, or a credit cannot be applied). We do not guarantee cash refunds for routine returns.
  • Timing: Once a return is approved, store credit is issued promptly. Refunds to bank or card accounts typically appear within 5–10 business days after processing (depending on the bank).

Non-Refundable Items

Certain products are final sale and cannot be returned or refunded. Examples include:

  • Gift Cards: All gift certificates, gift cards, and promotional credits are non-refundable.
  • Final-Sale/Clearance: Items marked as “final sale,” clearance, or heavily discounted may not be returned for a refund .
  • Special Categories: Custom or personalized items, personal care/hygiene products (e.g. opened cosmetics, toiletries), and perishables (after acceptance) are final sale. Also, hazardous or regulated products (flammables, etc.) are non-returnable for safety reasons.
  • Exceptions: If an item fits any of the above categories but has a proven quality issue, we will handle it under the quality claims rules above. Otherwise, these items are not eligible for refunds.

Shipping and Return Costs

  • Customer’s Error: If you return an item for a reason other than a defect or our error (e.g. you ordered the wrong item, provided a wrong address, or simply changed your mind), you must bear the cost of return shipping and handling. This is standard reverse-logistics practice.
  • Our Error: If the return is due to our mistake (we shipped the wrong product, or the item is indeed defective), we will cover the return shipping cost.
  • Original Shipping: Original delivery fees are non-refundable unless the order is canceled or returned due to our error.

Other Terms and Disclaimers

  • Proof of Purchase: All returns require valid proof of purchase (order number, receipt or invoice) and the product must be in original, resaleable condition (with original packaging). We may refuse returns that lack proper documentation.
  • Compliance with Law: This policy complies with applicable consumer protection laws. We honor the terms stated here; by law, sellers must follow their advertised policies. (Lawyers note that retailers may legally limit returns on perishables or issue store credit instead of cash when justified.)
  • Modifications: We reserve the right to update this policy at any time (changes will be posted on our website). Last updated: [date…………].

All terms above are intended to be consistent with local regulations and form part of our website’s Terms of Service. By making a purchase, you agree to abide by this Return and Refund Policy.