Refund Policy for AsianExpressGrocer.co.uk

Overview

At AsianExpressGrocer.co.uk, customer satisfaction is our top priority. We aim to provide the highest quality products and services. This refund policy outlines the conditions under which refunds are issued and the procedures for requesting one. While we take great care in selecting and packing your items, we recognize that some issues may arise, particularly with perishable goods.

Eligibility for Refunds

You may be eligible for a refund under the following conditions:

  • Damaged or Defective Products: If you receive a product that is visibly damaged, defective, or spoiled, you may request a refund within 14 days of receiving your order. Photographic evidence is required for all claims.

  • Incorrect Products: If the items delivered are not what you ordered, you are eligible for a refund or replacement.

  • Expired or Spoiled Perishables: If any perishable item is expired or has spoiled upon arrival, a refund may be issued if reported within 24 hours of delivery with photographic evidence.

Important: Perishable goods, including fresh produce, are not eligible for returns or refunds based solely on subjective qualities such as ripeness, taste preferences, or appearance (e.g., minor bruising or cosmetic imperfections). These natural variations do not affect the quality or edibility of the product.

Non-Refundable Items

Certain items are not eligible for refunds, including:

  • Perishable Goods: Fresh produce, frozen items, and other perishable goods (unless damaged, defective, or spoiled upon delivery, with evidence provided).

  • Opened or Used Products: Any product that has been opened, used, or tampered with after delivery.

  • Sale or Promotional Items: Items purchased on sale or with promotional discounts are not eligible for refunds.

Ripeness and Quality of Produce

For fresh produce such as fruits and vegetables, variations in color, size, and ripeness are natural and do not necessarily indicate spoilage or poor quality. Refunds for produce will only be granted if the product is damaged, spoiled, or otherwise unfit for consumption upon arrival.

Note: Ripe or unripe conditions, especially in fruits like guavas and papayas, are not valid reasons for refunds, as ripeness can naturally vary based on the season and produce type.

Refund Process

To initiate a refund, please follow these steps:

  1. Contact Us: Email our customer service team at sales@asianexpressgrocer.co.uk within 14 days of receiving your order for non-perishable items or within 24 hours for perishable goods. Provide your order number, a detailed description of the issue, and photos of the damaged or defective product, if applicable.

  2. Review: Our team will review your request and may ask for additional information or clarification if needed.

  3. Approval: If your refund request is approved, we will process the refund to your original payment method. This process typically takes 5-10 business days, depending on your payment provider.

Exchanges

We do not accept exchanges. If you receive an incorrect or defective item, we recommend requesting a refund and placing a new order for the correct item.

Cancellations

Orders can only be canceled if they have not yet been processed or shipped. If you wish to cancel your order, please contact us immediately at sales@asianexpressgrocer.co.uk. If the order has already been dispatched, you may need to wait until the items are delivered before initiating a return and refund request.

Contact Information

If you have any questions or need further assistance, please don’t hesitate to reach out to our customer service team:

Email: sales@asianexpressgrocer.co.uk