1. Application for Returns/Refunds

Subject to the terms and conditions in this Refunds and Return Policy and the Terms of Service, Buyer may apply for return of the purchased items (“Item”) and/or refund prior to only 3 days after status “Delivered”.

2. Application for the Return of an Item

Buyer may only apply for the refund and/or return of the Item in the following circumstances:
• The Item has not been received by Buyer;
• The Item was defective and/or damaged on delivery;
• Seller has delivered an Item that does not match the agreed specification (e.g. wrong size, colour, etc.) to Buyer;
• The Item delivered to Buyer is materially different from the description provided by Seller in the listing of the Item; or
• By way of private agreement with Seller and Seller must send his/her confirmation to Grocer123.com confirming such agreement.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items
  • Intimate garments and items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the Seller.


Buyer’s application must be submitted via support at support@grocer123.com

3. The approval of your request for refund and return will be made by Grocer123.com in its sole discretion.  Buyer acknowledges and agrees that Grocer123.com’s decision is final, conclusive and binding, and covenants and agrees that it will not bring suit or otherwise assert any claim against Grocer123.com or its affiliates in relation to such decision.


In the event where Buyer has commenced legal action against Seller, Buyer may provide the formal notification from the appropriate authority to Grocer123.com to request Grocer123.com to continue to hold the purchase monies until a formal determination is available. Grocer123.com will, at its sole and absolute discretion, determine whether it is necessary to continue to hold such purchase monies.

4. Rights of Sellers.

When Grocer123.com receives an application from Buyer for the return of the Item and/or refund, Grocer123.com will notify Seller in writing. Seller may respond to Buyer’s application according to the steps provided by Grocer123.com in the written notification. Seller must respond within 24-hour time frame. Should Grocer123.com did not hear from Seller within the time frame given, Grocer123.com will assume that Seller has no response to Buyer’s application and will proceed to assess Buyer’s application without further notice to Seller. Grocer123.com will review each Seller’s response on a case-by-case basis and, in its sole discretion, determine whether Buyer’s application may be successful against the circumstances stated by Seller.

5. Condition of Returning Item


Buyer should ensure that the Item, including any complimentary items such as accessories that come with the Item, must be returned to Seller in the condition received by Buyer on delivery. We will recommend Buyer to take a photo of the Item upon receipt.

6. Liability of Product Return Shipping Fee

i) In the scenario of an unforeseen error from the seller’s end (i.e – damaged, faulty or wrong product delivered to the buyer), the seller will bear buyer’s return shipping fee.
ii) In the scenario of the buyer’s change of mind, buyer shall get seller’s consent prior to the return request and buyer will bear the return shipping fee.
iii) In the scenario where both seller-buyer disputing the party liable for the return shipping fee, Grocer123.com at its sole discretion will determine the party liable for the return shipping fee.

7. Refunds

Buyer will only be refunded after Grocer123.com has received the confirmation from Seller that Seller has received the returned Item. In the event where grocer123.com does not hear from Seller within a specified time, Grocer123.com will be at liberty to refund the applicable sum to Buyer without further notice to Seller. The refund will be made to Buyer’s credit/debit card or designated bank account, whichever is applicable.

8. Communication Between Buyer and Seller

Grocer123.com encourages Users to communicate with each other in the event where problem arises in a transaction. Grocer123.com is a platform for Users to conduct trading, Buyer should contact Seller directly for any issue relating to the Item purchased.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at support@grocer123.com

9. Sale Items

Only regular priced items may be refunded. Sale items cannot be refunded.

Need help?

Contact us at {email} for questions related to refunds and returns.