Refund and Returns Policy

Refund & Returns Policy

Effective Date: July 10, 2025
Last Updated: July 10, 2025

At Groceriaa.com, customer satisfaction is our priority. We ensure that all products are carefully checked, packed, and shipped. However, in rare cases where issues arise, we have outlined the following Returns and Refund Policy to guide both parties with clarity and fairness.

🔁 Return Policy

You may request a return at the time of delivery or within 6 hours of receiving the product if any of the following conditions apply:

✅ Eligible for Return

The product does not match its description or title on the website.
The product is physically damaged or leaking at the time of delivery.
The product has expired or passed its usable shelf life.
The product appears to be in an unhygienic or unsafe condition.
There is a legitimate concern about the quality or quantity. (Note: In such cases, return and delivery charges must be paid by the customer.)
Must have an unboxing video. (Without an unboxing video, your return and refund request can’t be approved.)

To initiate a return, please contact our support team within 6 hours of delivery via phone, email, or WhatsApp, and provide:

Order ID
Product photos (if damaged, incorrect, or spoiled)
Reason for return

Returns will not be accepted after 6 hours from the time of delivery under any circumstances.

🚫 Non-Returnable Terms

The following items are not eligible for return or replacement:

Items that have been opened, used, or tampered with
Products damaged due to misuse or improper storage by the customer
Items returned without original packaging, seals, or accessories
Products with altered or removed serial/production/expiry codes
Any damage/defect not covered by the manufacturer’s warranty
Items that are not defective or damaged, but the customer has changed their mind

Groceriaa.com reserves the right to refuse a return request if it does not meet the above criteria.

💳 Refund Policy

Refunds will be issued only in the following cases:

If Groceriaa is unable to deliver a product due to stock, logistics, or technical issues
If the customer returns an eligible product as per the return policy
If the customer cancels a paid order before dispatch

💰 Refund Methods

A. Groceriaa Balance (Default)

Refunds will be first credited to the customer’s Groceriaa balance, which can be used for future purchases.

B. Original Payment Method (Upon Request)

Upon request, refunds will be processed to the original payment method:

bKash or mobile wallet – within 7 working days
Card payments – within 7–10 working days (processing time may vary by bank)
Cash-on-Delivery (COD) orders – refunded only as Groceriaa balance

⏰ Refund Timeline

All refunds will be processed within 10 business days from the date of approval.
Customers must request refunds within 6 hours of payment. After this period, refunds will not be processed.

🛑 Important Notes

Groceriaa.com reserves the right to refuse refunds or returns in cases of abuse, excessive claims, or fraudulent activity.
We continuously monitor return and refund requests for patterns and reserve the right to suspend services to accounts exhibiting suspicious behavior.
Groceriaa.com is not liable for any indirect, incidental, or consequential loss due to delays, damages, or service failures.