Return & Refund Policy

Grocyz products are delivered through third-party courier services.

Customers must inspect the product/package in the presence of the delivery personnel before accepting and completing delivery.

This is particularly important for issues that are visible or reasonably discoverable at the time of delivery.

Customers should check:

• Product
• Quantity
• Packaging
• Visible damage
• Wrong product
• Missing items
• Other immediately identifiable issues

If there is a problem, the customer must notify the delivery personnel before the delivery is marked as completed.

A return/replacement/refund may be considered where applicable for:

• Wrong product received
• Damaged product received
• Missing product
• Incorrect quantity
• Eligible manufacturing/product defect
• Other cases specifically approved by Grocyz
• Concealed defects that could not reasonably have been identified during delivery inspection, subject to applicable law and verification

If Grocyz delivers a visibly wrong product, the customer must identify the issue while the delivery personnel is present.

The customer should not accept/complete the delivery without reporting the issue.

After verification, Grocyz may provide:

• Replacement
• Return
• Refund
• Another appropriate resolution

If the customer accepts the wrong product and allows the courier to complete the delivery without reporting the issue, Grocyz will generally not accept a later claim based on that visibly incorrect product, subject to applicable law.

Customers must inspect the product and packaging before accepting delivery.

If a product is visibly:

• Broken
• Cracked
• Damaged
• Torn
• Leaking
• Defective in an immediately apparent way
• Otherwise visibly damaged

the customer should immediately notify the delivery personnel.

Where possible, the customer should:

1. Photograph the product
2. Photograph the packaging
3. Keep the packaging
4. Record relevant evidence
5. Contact Grocyz
6. Provide the order number

The customer should report the problem before the courier completes the delivery.

Customers should compare the delivered package/order against the order details before accepting delivery.

If an item is visibly missing, the customer should notify the delivery personnel before delivery completion.

Where the missing item is verified, Grocyz may provide:

• Replacement
• Refund
• Appropriate alternative resolution

If the customer accepts and completes delivery without reporting an apparent missing item, Grocyz will generally not accept a subsequent claim concerning that issue, subject to applicable law.

Customers should check the quantity of products before accepting delivery.

If the delivered quantity is visibly different from the ordered quantity, the customer should immediately report it to the delivery personnel.

Grocyz may verify the order and provide an appropriate resolution.

The delivery inspection requirement primarily applies to issues that are visible or reasonably discoverable at the time of delivery.

If a genuine concealed defect exists and could not reasonably have been identified during a normal delivery inspection, the customer should contact Grocyz as soon as reasonably possible after discovering the problem.

Grocyz may investigate:

• Product condition
• Evidence
• Product type
• Manufacturer/warranty terms
• Order history
• Courier information

Any resolution will be provided according to applicable law and the circumstances of the case.

For prepaid orders, the same delivery inspection requirement applies.

If a customer discovers a visible issue after accepting and completing a prepaid delivery without reporting the issue to the courier, Grocyz will generally not provide a refund for that visible issue.

Prepayment does not create an automatic right to a refund where the customer failed to report a visible delivery-time issue before completion, subject to applicable law.

Once the third-party courier marks an order as delivered/completed, the customer will generally not be able to return the order for a visible issue that could reasonably have been detected during delivery inspection.

Customers should therefore carefully inspect the order before allowing the courier to complete the delivery.

Where a return claim is eligible, the customer may be required to provide:

• Order number
• Customer name
• Phone number
• Product name
• Description of the problem
• Photographs
• Video evidence where reasonably required
• Packaging information
• Other information reasonably required to verify the claim

Where a return is approved, the product should normally be returned in the condition required by Grocyz for that particular product.

The return requirements may differ according to:

• Product type
• Damage
• Defect
• Manufacturer requirements
• Hygiene/safety considerations
• Packaging
• Whether the product has been used

Subject to applicable statutory rights, returns may not be accepted where:

• The customer caused the damage
• The product was misused
• The product was altered
• The customer changed their mind after accepting an eligible non-returnable product
• The issue was visible at delivery but was not reported before completion
• Required return evidence is not reasonably provided
• The product is specifically identified as non-returnable before purchase

This does not remove any statutory rights that cannot legally be excluded.

Where Grocyz is responsible for the verified issue, Grocyz may arrange or bear reasonable return costs according to the circumstances.

Where a return is requested for a customer-attributable reason, the customer may be responsible for return delivery charges where legally permitted.

If a return is approved and replacement stock is available, Grocyz may provide a replacement.

If replacement stock is unavailable, Grocyz may offer an appropriate refund or alternative solution.

Where a refund is approved, Grocyz will process the refund through the applicable payment method or another lawful method.

Processing time may depend on:

• Payment provider
• Bank
• Payment gateway
• Return verification
• Courier return
• Internal processing

A prepaid customer may receive a refund where a refund is approved under this policy or required by applicable law.

However, where a customer accepts and completes delivery without reporting a visible issue that should reasonably have been identified during delivery inspection, Grocyz will generally not provide a refund for that issue.

Whether the original delivery charge is refundable will depend on the circumstances of the return and applicable law.

Where Grocyz is responsible for an eligible wrong/damaged/defective delivery, the applicable delivery charge will be considered as part of the resolution.

Refunds for discounted orders may be calculated using the actual amount paid and the applicable promotional terms.

If an order for which loyalty points were awarded is cancelled or refunded, the associated points may be reversed.

Points used against an order may also be adjusted as part of the refund calculation.

Referral rewards associated with cancelled, fraudulent or refunded qualifying orders may be reversed.

Grocyz may investigate suspected fraudulent or abusive return/refund claims.

Fraud prevention does not remove legitimate statutory consumer rights.

Grocyz may review the available evidence before approving a return, replacement or refund.

Evidence may include:

• Customer photographs/videos
• Order records
• Product information
• Courier records
• Delivery status
• Packaging condition
• Payment records

All decisions remain subject to applicable Bangladesh law.