Return & Refund Policy

At Grocery Marketplace, we strive to ensure that every order arrives fresh, accurate and in excellent condition. If you wish to return any item(s) purchased through our website, we will be happy to offer a refund where eligible, provided the goods meet the conditions set out in this policy.

Before returning any product, please contact our Customer Support Team by email at hello@grocerymarketplace.co.uk. Our team will guide you through the return process and respond to your request as soon as reasonably possible.

Grocery Marketplace operates as a multi-vendor marketplace. Depending on the nature of your order, your return or refund request may be reviewed together with the relevant vendor before a final decision is made.

The return or refund of certain products may be restricted depending on the nature and category of the product, as explained in this Return & Refund Policy, our Cancellation Policy and our Terms & Conditions.

Conditions for Returns

• You must notify us of any damaged, defective, incorrect, missing or expired products within 48 hours of receiving your order.
• Products should be returned in their original packaging wherever possible, together with any labels, tags and proof of purchase or order confirmation.
• We will provide a full refund for approved claims relating to damaged, defective, expired, incorrect or missing items.
• Where a physical return is required, products should be securely packaged to prevent any further damage during transit.
• We recommend retaining proof of postage until your return has been processed.

Items That Cannot Normally Be Returned

Due to food safety, hygiene and health regulations, we are generally unable to accept returns for:

• Fresh fruit and vegetables.
• Fresh meat, poultry and seafood.
• Frozen food products.
• Dairy products.
• Bakery products.
• Opened food or drink products.
• Perishable goods.
• Personal care, grooming or healthcare products.
• Products that have been damaged after delivery due to incorrect handling or storage by the customer.

These restrictions do not affect your statutory rights where products are faulty, damaged, incorrectly supplied or not as described.

Refunds

Once your return or refund request has been reviewed and approved, a full refund will be issued for the affected item(s).

Refunds will normally be made using the same payment method used for the original purchase.

Any approved refund will normally be processed within 10 working days of the return being approved or, where applicable, after the returned goods have been received and inspected.

Depending on your payment provider or bank, it may take additional time for the refunded amount to appear in your account.

Return Shipping

Where a return is required because a product is faulty, damaged, expired, incorrect or not as described, Grocery Marketplace or the relevant vendor may arrange the return or reimburse reasonable return costs where appropriate.

If a return is requested for any other accepted reason, you may be responsible for the return postage costs unless otherwise agreed.

Order Cancellations

Orders may only be cancelled before the vendor has started preparing or dispatching the order.

Once preparation or dispatch has begun, cancellation may no longer be possible.

Please refer to our separate Cancellation Policy for further information.

Fraud Prevention

Grocery Marketplace reserves the right to refuse any return or refund request where we reasonably believe the request is fraudulent, abusive or inconsistent with this policy.

Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes in our services, business practices or legal requirements.

Any changes will be published on this page together with the updated effective date.

Contact Us

If you have any questions about this Return & Refund Policy or wish to request a return or refund, please contact us by email:

Email: hello@grocerymarketplace.co.uk