Cancellation & Returns

10. Order Cancellation

10.1 Pre-Dispatch Cancellation: Notifying us in writing can cancel orders before dispatch.

Customers may cancel their order before dispatch by contacting our customer service by phone at [Phone Number], email at [Email Address], or in writing at [Postal Address]. The cancellation request must be received before [Specific Time/Action, e.g., the order is processed, the order is packaged]. We will confirm the cancellation via email as soon as possible.

10.2 Post-Dispatch Returns: Food products can be returned within 7 days of delivery, and non-food products within 14 days, excluding the delivery day. Perishable items are excluded from returns.

Customers have the right to withdraw from their purchase within 14 days of receiving the goods, excluding the delivery day. This right of withdrawal applies to all non-perishable food products and non-food products. Perishable food items are excluded from returns due to their nature. 'Perishable' means goods liable to deteriorate or expire rapidly. To exercise the right of withdrawal, the customer must inform us of their decision within 14 days by contacting customer service via phone, email, or in writing. Returned products must be in their original condition and, where applicable, in their original packaging. The customer is responsible for the return shipping costs, except in cases of defective products or errors on our part.

10.3 Cancellation Communication: All order changes or cancellations must be communicated in writing. Cash refund fees may apply.

Customers can communicate order changes or cancellations by phone, email, or in writing. Any applicable fees for refunds (e.g., for processing the return) will be communicated to the customer before the refund is processed. These fees will only be charged if legally permissible and will not exceed the direct cost incurred by groceryspices.com for the refund.

10.4 Perishable Product Refunds: Perishable products spoiled during delivery will be refunded if photographic proof is provided within 24 hours.

If perishable products are delivered in a spoiled or damaged condition, the customer must notify us within [Timeframe, e.g., 48 hours] of delivery and provide photographic proof of the spoilage or damage. 'Spoiled' means the product is visibly rotten, moldy, or otherwise clearly unfit for consumption. Upon verification of the customer's claim, we will issue a full refund for the affected perishable products.

11. Returns and Refunds

11.1 Return Eligibility: After shipment, food products can be returned within 7 days, and non-food products within 14 days of delivery (excluding the delivery day), provided they are unopened. Fresh and perishable products are not returnable. Quality issues must be reported within 24 hours of delivery. Replacements or refunds will be provided as appropriate.

Customers have the right to withdraw from their purchase within 14 days of receiving the goods, excluding the delivery day. This right of withdrawal applies to all non-perishable food products and non-food products. 'Perishable' means goods liable to deteriorate or expire rapidly. Perishable food items are excluded from the general right of withdrawal, except if they are already spoiled or damaged upon delivery. For non-perishable food and non-food items, returns are accepted provided they are in their original condition and, where applicable, in their original packaging. While we encourage customers to inspect their products upon delivery, especially for quality issues, reports of defects or damage will be accepted within [Timeframe, e.g., 48 hours] of delivery. In case of defective or damaged products, we will offer a replacement or a full refund, as appropriate.

11.2 Return Reasons: Returns are accepted for unwanted items, defective or damaged products upon arrival (though we ensure 0% defective products with our delivery partners), or other valid reasons.

Returns are accepted for unwanted items (exercising the right of withdrawal), defective or damaged products upon arrival, incorrect items received, or other legitimate reasons, such as product quality issues or discrepancies from the product description. While we take every precaution to ensure the quality of our products and the accuracy of our deliveries, defects or errors can occasionally occur. We apologize for any inconvenience this may cause.

11.3 Return Costs: Customers are responsible for return shipping costs. Exchanges will be shipped without additional charges.

Customers are responsible for returning shipping costs when exercising their right of withdrawal (for unwanted items). However, if the product is defective, or damaged upon arrival, or if the return is due to an error on our part (e.g., incorrect items shipped), we will cover the return shipping costs. Exchanges will be shipped without additional charges.

12. Return Procedure

12.1 Notification: Notify us via email within seven days of delivery with a photo of the damaged product and the order number.

To initiate a return, customers must notify us of their decision to withdraw from the purchase within 14 days of receiving the goods, excluding the delivery day. This notification can be done via email at [Email Address], phone at [Phone Number], or in writing at [Postal Address]. For damaged or defective products, please notify us within [Timeframe, e.g., 48 hours] of delivery and provide photographic evidence of the damage. Please include your order number in all communications.

12.2 Packaging: Pack the return items securely to prevent damage during transit.

Customers are responsible for packing returned items securely to prevent damage during transit. We recommend using the original packaging, if possible. However, customers will not be held liable for damage that occurs during return shipping if they have taken reasonable care in packaging the items.

12.3 Postage: Apply sufficient postage to the return shipment. Insufficient postage will result in the rejection of the return.

Customers are responsible for the cost of return shipping, except in cases of defective or damaged products, or errors on our part. Please ensure sufficient postage is applied to the return shipment. If there is a postage deficiency, we will contact you to arrange payment of the difference. We will not automatically reject a return due to a minor postage issue.

12.4 Processing: Upon receipt of the returned items in original condition, we will credit the cost of the goods to your groceryspices.com account wallet within 5 working days.

Upon receipt of the returned items, we will process the refund within [Timeframe, e.g., 5 working days]. Refunds will be credited to the customer's original payment method unless the customer specifically requests store credit. Returned items must be in their original condition, except for defective or damaged products. Reasonable wear and tear or minor damage to packaging will not be a barrier to a refund, unless the item is a perishable good or if the damage poses a hygiene risk. In such cases, we will assess them on a case-by-case basis.

12.5 Proof of Postage: Retain the postage receipt until the refund is received.

We recommend retaining the postage receipt until the refund is received, as it may be required in case of a dispute or if the package is lost in transit. However, the absence of a postage receipt will not automatically disqualify a customer from receiving a refund if they can provide other reasonable proof of shipment.

12.6 Return Address: [Insert Return Address Here]

[Insert Return Address Here]. For any questions regarding returns, please contact our customer service team at [Phone Number] or [Email Address].

13. Refunds

13.1 Refund Conditions: Refunds are issued for canceled orders, damaged goods, or returned goods.

Refunds are issued for canceled orders (as per section 2.4), damaged goods (as per section 11.1), returned goods (as per section 11), incorrect items shipped, undelivered orders, or when the customer exercises their right of withdrawal (as per section 10).

13.2 Refund Process: Send photos of the damaged products with your order number to support@groceryspices.com or via WhatsApp. Valid complaints will be processed.

To request a refund for damaged or defective products, please contact us within [Timeframe, e.g., 48 hours] of delivery via email at support@groceryspices.com or by phone at [Phone Number]. Please provide your order number and a description of the issue. Photographic evidence of the damage is helpful, but other forms of evidence will be considered if photos are unavailable. A "valid complaint" means any legitimate issue with the product, including damage, defects, incorrect items, or spoilage (for perishable goods). We will process valid refund requests within [Timeframe, e.g., 14 days] of receiving the necessary information. For refunds related to exercising the right of withdrawal, please follow the return procedure outlined in section 12.

13.3 Perishable Product Refunds: Due to the nature of imported vegetables, some damage may occur. Collect orders promptly to minimize spoilage. Report any issues with fresh products within 24 hours of delivery with photos showing the damage and the order number.

Refund Due to the delicate nature of fresh produce, some minor bruising or slight wilting may occasionally occur during transit. However, significant damage or spoilage is not acceptable. To ensure freshness, we recommend collecting your order promptly. If you receive fresh products that are significantly damaged or spoiled, please notify us within [Timeframe, e.g., 48 hours] of delivery via email at support@groceryspices.com or by phone at [Phone Number], providing photos of the damage and your order number. We will assess each case individually and issue a full or partial refund, as appropriate, for significantly damaged or spoiled perishable items.