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1. Overview

At Grocer123 (operated by AI Solutionist Sdn Bhd), we aim to ensure that all products delivered meet quality standards. Due to the perishable nature of groceries and baked goods, our return and refund policy is limited and subject to the conditions below.

2. Eligibility for Refunds

We accept refund or replacement requests only in the following cases:

  • Damaged items upon delivery
  • Incorrect items received
  • Spoiled, moldy, or expired products

3. Timeframe for Claims ⏱️

All refund or return requests must be made within 24 hours of receiving your order.

Requests made after this period will not be accepted.

4. Proof Requirement 📸

To process your request, you must provide:

  • Clear photo evidence of the issue (damaged, incorrect, or spoiled item)
  • Order details (order number, name, and contact info)

Failure to provide sufficient proof may result in rejection of your claim.

5. Non-Returnable Items 🚫

Due to food safety and hygiene reasons:

  • We do not accept physical returns of delivered food items
  • We do not accept returns for:
    • Change of mind
    • Incorrect storage after delivery
    • Minor variations in appearance (e.g., handmade baked goods)

6. Storage Responsibility ❄️

Once your order is delivered:

  • You are responsible for proper storage
    • Frozen items → must be stored in freezer
    • Cookies → store at room temperature

We are not responsible for spoilage caused by improper handling after delivery.

7. Refund Options 💳

If your request is approved, we may offer:

  • Full or partial refund, or
  • Replacement item (subject to availability), or
  • Rescheduled delivery

Refunds will be processed via the original payment method where possible.

8. Processing Time

Approved refunds are typically processed within 5–10 business days, depending on your payment provider.

9. Substitution Policy

If an item is unavailable:

  • You may choose to:
    • Receive a refund, or
    • Reschedule your order

We will contact you before proceeding where possible.

10. Contact Us

To request a refund or report an issue, contact:

AI Solutionist Sdn Bhd
📧 Email: hello@grocer123.com

Please include your order number and supporting photos for faster processing.

⚠️ Important Note

We reserve the right to deny refund requests that:

  • Do not meet the conditions above
  • Appear fraudulent or abusive