Refund Policy and Terms - GroceryList
Refund Policy and Terms
Effective Date: January 2025
At GroceryList, customer satisfaction is important to us. This Refund Policy explains the terms under which refunds may be granted and our responsibilities as a service provider. By using GroceryList, you agree to these terms.
1. About Refunds
GroceryList facilitates the purchase and delivery of items from stores but does not control product pricing, availability, or quality. Refunds are offered under specific conditions and are subject to review.
2. Refund Eligibility
- Undelivered Items: Refunds will be provided for items not delivered due to errors by GroceryList or our delivery partners.
- Incorrect Items: If an item received is incorrect and does not match the ordered product, customers are eligible for a refund or replacement.
- Unavailable Items: Refunds will be processed for items unavailable at the store and not substituted per the customer’s instructions.
- Order Cancellations: Orders canceled prior to processing with the store may be eligible for a full refund. Once an order has been processed or dispatched, refunds are subject to investigation.
3. Refund Requests
- Timeframe for Claims: Refund requests must be submitted within 24 hours of delivery. Claims made after this timeframe may not be considered.
- Required Information: Customers must provide:
- Order ID
- Reason for the refund request
- Proof of issue (e.g., photos of incorrect/damaged items)
- Submission Method: Requests can be submitted via:
4. Refund Process
- Review and Investigation: Requests will be reviewed within 3–5 business days. Additional information may be requested.
- Refund Approval: Approved refunds will be processed within 7–10 business days and credited to the original payment method.
- Partial Refunds: Refunds for partially fulfilled orders will only cover the value of unfulfilled items.
5. Payment Disputes
- Contact Before Disputes: Customers are encouraged to contact GroceryList before filing disputes with banks or providers.
- Investigation Period: Payment disputes may take 30–60 days for resolution. GroceryList will provide documentation to support claims.
6. Non-Refundable Situations
- Incorrect Information: Refunds will not be granted for orders with incorrect delivery addresses or customer details.
- Store Policies: Concerns about pricing errors or product quality must be directed to the store.
- Customer Errors: Refunds are not provided for errors like ordering wrong items or incomplete instructions.
- Fraudulent Claims: False claims may lead to denied refunds, account suspension, or legal action.
7. Fraud Prevention Measures
- Proof of identification may be required for disputed transactions.
- Order details may be verified before issuing refunds.
- Additional account security checks may be requested.
8. Refund for “Buy Now, Pay Later” Services
- Refunds for Klarna, Afterpay, or PayPal will follow their terms and policies.
- GroceryList is not responsible for processing delays caused by third-party providers.
9. Stripe Payment Protection
GroceryList complies with Stripe’s dispute resolution process. Customers filing disputes should provide evidence of claims. Stripe’s decisions are final in unresolved cases.
10. Limitations of Liability
- GroceryList is not responsible for store policies, pricing errors, or product quality concerns.
- Refunds are limited to the value of affected items and do not cover transportation costs or inconvenience.
11. Contact Us
If you have questions or need assistance with refunds, please contact us:
By using GroceryList, you agree to this Refund Policy.
Thank you for understanding our efforts to provide a fair and transparent refund process while protecting against disputes.
