Return and Exchange

Return and Exchange

Orders which fail to meet our usual high standards.

In the event that your order is visibly damaged or in any way does not meet our usual high standards, you may refuse to accept the order and you can raise a complaint about the order to [email protected].

Or Whatsapp:

https://wa.me/966550729420

For individual items found to be damaged when unpacking, please notify customer services within 24hrs for a refund/store credit. Refunds will only be given where the product is returned or photo verification of product condition is provided, subject that the item is not opened.

Once complain is approved and accepted by our customer services team, Grocerjy will process cash or credit card refunds within 15 working days at max. The time funds appear in your account will depend on your bank.

Exchange & Return policy:

For any items that the customer has the right to replace and return, Please contact Grocerjy customer service within 24 hours of receiving the order, and the customer has the right to replace or return them within 7 days from the date of receiving the order.

In case that the customer has the right to replace and return , The Customer is responsible for delivering the shipment to the shipping company.

Cases of Exchange and Return:

1-     If the order is not shipped, Exchange or Cancellation will be free of charge.

2-     If the order has been delivered to the shipping company, and the customer requests to cancel the order, the customer will be charge the shipping and return fees .

3-     If the order is received and the customer wishes to replace a product, the customer will be charge the return and Reship fees of the Replaced Product

4-     In case that the shipment is received and the customer wishes to return a product or return the entire shipment, the customer will be charge the Return fees .

Terms of Exchange and Return:

1-   The customer has the right to Replace or Return the product in case that he receives a damaged product without charge any Fees.

2- The customer has the right to exchange and return products that can be returned and exchanged only within 7 days from the date of receiving the order only . 

3- Products eligible for Returns must be returned with the original packaging, sealed, and unopened.

4- The customer is not entitled to replace and return the non-returnable product.

5- All frozen and fresh items such as fresh meat, fruits and vegetables, fresh cheese, frozen and chilled foods, chocolate, cakes, sweets, bakery products and fresh fish cannot be exchanged or returned.

6- Cosmetics, perfumes and accessories cannot be exchanged or returned

7- All Grocery items are non-returnable. due to the consumer nature of the product . In case that a damaged, defective or different product is delivered to you , we will issue a refund or replacement as applicable.

8- Electronic and electrical devices are not replaced or returned in case of opening and using the product, connecting it to the electric current, or damaging the packaging, and it will be subject to the warranty of the concerned agent or supplier of the trademark for a period of two years from the date of receiving the purchase invoice. If the customer encounters any problem, the customer contacts the agent's maintenance service.

9 - It is not possible to exchange and return any products that exceed the period of receipt of 7 days.

10 - Products eligible for returns can be replaced unless the packaging of the product is intact and the packaging has not been opened and has not been damaged.

11- Razors and shaving tools are never exchanged or returned.

12- Oral care and baby care products and Mobile re-charge cards are non-returnable

13- In case that the customer receives a product different from the one that was ordered, Grocerjy shall bear the fees for replacing the product, provided that the product is not opened or damaged and customer service is notified within 24 hours of receiving the order.

14- Food, beverages, household products, products related to general health and personal care, and some baby products (such as teethers, sanitary napkins, and infant feeding products) are not exchanged or returned.

An illustrative table of exchange and return fees

Fees of Exchange and Return

Cases of Exchange and Return

The customer will be charged 50 Saudi Riyal For the Return and Reship fees

Products Eligible for Exchange

The customer will be charged 25 Saudi Riyal For the Return fees

Products Or Shipment Eligible for Return

The customer will be charged 50 Saudi Riyal For the Ship and Return fees

In the Case that Customer did not recive the Shipment 

The Customer will be free of charge.

If the order is not shipped.

The Customer will be free of charge.

In the Case that Customer received a damaged product .

 

 

Refund after exchange and return:

Refunds are processed after Grocerjy approval of the Return using the same payment method used by the customer through a
reverse process within 14 working days of the exchange and return request, and the time for the amount to reach your account
will depend on your bank and may take from 3 -15 days.

 

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