Return & Refund Policy

Return and Refund Policy

Effective Date: January 1, 2025
Last Updated: January 1, 2025

At Faisalabad Grocery, we are committed to providing you with the highest quality products and a satisfying shopping experience. If you are not completely satisfied with your purchase, we are here to help with our hassle-free return and refund process.

1. Return Eligibility

You may request a return or replacement within 24 hours of delivery if the product meets any of the following conditions:

1.1 Eligible Return Reasons

• Damaged Products: Products that arrive damaged, broken, or spoiled during transit.
• Expired Products: Products that are past their expiration date at the time of delivery.
• Incorrect Products: Products that do not match your order (wrong item, wrong quantity, or wrong variant).
• Quality Issues: Products that are of inferior quality, defective, or not as described on our website.
• Missing Items: Products listed in your order confirmation that are missing from the delivery.

1.2 Non-Returnable Items

The following items are not eligible for return:

• Fresh fruits and vegetables (unless damaged or spoiled at delivery)
• Perishable items that have been consumed or partially used
• Products with broken seals that have been opened (for hygiene/safety reasons)
• Items returned after the 24-hour return window
• Free promotional items or samples

2. How to Initiate a Return

To initiate a return, please follow these steps:

1. Contact Us: Reach out to our customer service within 24 hours of delivery through:
   • WhatsApp: +92-300-1234567
   • Phone: +92-300-1234567
   • Email: info@faisalabadgrocery.store
2. Provide Details: Share your order number, the product(s) you wish to return, and photos clearly showing the issue.
3. Wait for Confirmation: Our team will review your request and confirm eligibility within 1-2 hours during business hours.
4. Return Pickup: If approved, our delivery rider will pick up the item(s) from your doorstep at a scheduled time.

3. Refund Process

3.1 Refund Methods

Refunds will be processed using the same payment method used for the original purchase:

• Cash on Delivery (COD): Refund amount will be added to your Faisalabad Grocery wallet/credit balance, which can be applied to future orders. Alternatively, cash refund can be arranged during the return pickup.
• JazzCash / EasyPaisa: Refund will be sent to the same mobile wallet account within 24-48 hours of the return being processed.
• Bank Transfer / Card: Refund will be initiated within 3-5 business days to the original payment source.

3.2 Refund Timeline

• Return request approval: 1-2 hours (during business hours)
• Return pickup scheduling: Within 24 hours of approval
• Refund processing: 1-5 business days depending on payment method

3.3 Partial Refunds

Partial refunds may be granted in the following circumstances:

• Only some items in an order are returned
• The returned product has been partially used (deduction for used portion)
• The return is approved but the product's condition differs from the reported issue

4. Replacements

We offer free replacement for eligible returns. If the same product is available, we will send a replacement at no additional cost. If the product is out of stock, we will offer a refund or a similar alternative product with your consent.

5. Delivery Fee Refund

Delivery fees are non-refundable under normal circumstances. However, if the return is due to our error (incorrect or damaged products), we will refund the applicable delivery fee for the replacement order.

6. Damaged During Delivery

If your order arrives with visible damage (broken packaging, spoiled items, leaking products), please:

1. Immediately inform the delivery rider and note the issue.
2. Take clear photos of the damaged items and packaging.
3. Contact us within 24 hours with the photos and your order details.

We will arrange a replacement or full refund at no additional cost to you.

7. Complaints and Escalation

If your return or refund request is not resolved to your satisfaction, you may escalate the matter by:

• Requesting to speak with a supervisor via phone or WhatsApp
• Sending a detailed email to info@faisalabadgrocery.store with "ESCALATION" in the subject line

8. Policy Changes

We reserve the right to modify this Return and Refund Policy at any time. Changes will be posted on this page with an updated effective date.

9. Contact Us

For return and refund inquiries:

• WhatsApp: +92-300-1234567
• Phone: +92-300-1234567
• Email: info@faisalabadgrocery.store