Last Updated: March 17, 2026
At Grociro.com, we take pride in the freshness of our products. If something isn’t right with your order, we are here to make it better. Because we deal with food items, our policy is designed to ensure both safety and satisfaction.
1. Perishable Items (Produce, Meat, Dairy, Frozen)
Due to health and safety regulations, perishable items cannot be returned once they have been delivered. However, we will offer a refund or credit if:
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The item arrived damaged or spoiled.
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The item is past its expiration date at the time of delivery.
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The wrong item was delivered.
Reporting Window: You must report issues with perishable items within 4 hours of delivery.
2. Non-Perishable Items (Pantry Staples, Household Goods)
For unopened, non-perishable items, you may request a refund within 48 hours of delivery if:
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The packaging is damaged or tampered with.
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You received the incorrect product.
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The item is defective.
3. Missing Items
If an item is listed on your receipt but is missing from your bags, please notify us immediately. We will either:
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Redeliver the item at no extra cost (subject to driver availability).
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Issue a full refund for the missing item to your original payment method.
4. Out of Stock & Substitutions
If an item is unavailable, we will follow the preference you selected at checkout (e.g., “Substitute with best match” or “Don’t substitute”).
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If you are unhappy with a substitution we made, please let us know within 24 hours for a refund or credit.
5. How to Request a Refund
To start a refund request, please follow these steps:
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Open your Order History on Grociro.com.
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Select the order and the specific item(s) you have an issue with.
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Upload a photo of the damaged or incorrect item (this helps us improve our quality control!).
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Submit the request, and our team will review it within 24 hours.
6. Processing Refunds
Once approved, refunds are processed back to your original payment method.
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Credit Card: Usually takes 3-7 business days depending on your bank.
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Store Credit: Applied immediately to your Grociro account for your next shop.