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Refunds and Cancellations policy

refunds-and-cancellations-policy

If you need to you may cancel for a refund before confirming your order.

Be happy with what you purchase from First grocery. Should you decide to cancel purchase, please do not confirm your order, its so simple.

We will refund the payment you made.

Returning groceries?

Only freshest products and products within the expiry dates are chosen for you. If you’re not happy with the order received you may return for a refund. Please be aware that we may not accept change of mind returns always.

You may return the complete order however not partially and you may not exchange articles.

Online purchases can simply be handed back to your delivery assistant or driver at the time of delivery. Then the refund will be processed automatically to your original mode of payment and if any charges are applicable you will be notified.We select the best to be delivered.

Is your item faulty or damaged?

We ensure everything is at its best. But if you find any of our products are faulty or out of expire date, we guarantee you a full refund or replacement. If that doesn’t solve your problem, contact customer care.

All items we supply are required to comply with the contract that First grocery enter into with you when you place an order. From 30 days after receipt of the goods until 12 months, we will arrange for a repair of the goods and, if this does not work, a refund.

  1. Refunds depend on the product and usage.
  2. Return all items of your order at the same time
  3. Please let us know the reason for the return. If the item is damaged or faulty, be sure to let us know clearly.
  4. Please carefully repack the item with the order summary in the original packaging if you have it and securely seal the parcel.
  5. If your box or bag is damaged and can’t be reused please pack your items securely in alternative packaging.
  6. It's a good idea to mark your account details if the package was delivered in your absence. Keep the bill with the return. Items returned without customer account details  are at your own risk.If you are having trouble with returning an order , please email our customer care.
  7. We will refund the delivery charge if First grocery is at fault.

Receiving your refund

Once we have received your product or the order has been cancelled, we’ll refund your money in the same way you initially paid for it./p>

  1. By credit or debit card – Your money will go back onto the same card. Allow 14 working days   or more for the refund to show in your account.
  2. Vouchers – We’ll give you the equivalent value and if any deducted we will keep you informed.
  3. By gift card or money card – Your money will go back onto a Gift Card or money card.

If you purchased at an offer price, your refund will be based on that promotional price. If you are returning items that were purchased on a promotion, such as 'Buy one get one half price' or '3 for 2', then the promotion will no longer apply and your refund value will be adjusted accordingly.

Any Clubcard points on a returned item that you bought will go back be your account.

These refund terms and conditions will apply on all purchases. Where you use more than one method of payment to pay for goods and if you are returning only some of the goods in your order, refunds shall be applied in the following order:

  1. Clubcard voucher (as Clubcard points )
  2. Gift card
  3. Credit/debit card

Where you use a coupon when paying for your order, the coupon will be replaced.where you are returning only some of the goods or the complete order to which the coupon applies – you will be able to redeem the replaced coupon against a future purchase.

Where you use a coupon when paying for your order, the coupon will be replaced.where you are returning only some of the goods or the complete order to which the coupon applies – you will be able to redeem the replaced coupon against a future purchase.

The simplest way to return your items are set out above but you can also write to us and let us know the reason you’ve changed your mind.

If you have any complaints about an online transaction or have any questions around receiving a refund , please do email our customer care. We will find a solution.