Terms & Conditions

Grocyz Hypermarket ("Grocyz", "we", "us", or "our") operates Grocyz.com, an online retail platform for art, craft, stationery, drawing, painting and other creative products.

These Terms & Conditions govern your use of Grocyz.com and your purchase of products through the website.

By using Grocyz.com, creating an account, or placing an order, you agree to these Terms & Conditions.

These Terms are intended to operate consistently with applicable laws and regulations of Bangladesh, including applicable digital-commerce and consumer-protection requirements.

Business Name: Grocyz Hypermarket

Website: Grocyz.com

Grocyz makes reasonable efforts to ensure that product information, photographs, descriptions, specifications and prices displayed on the website are accurate.

Minor variations may occur because of:

• Manufacturer packaging changes
• Product batch variations
• Lighting and photography
• Screen/display differences
• Manufacturer colour variations

Such differences do not automatically constitute a defective product.

Products are subject to availability.

Grocyz may update stock availability at any time.

If a product becomes unavailable after an order is placed, Grocyz may contact the customer and provide an appropriate solution, which may include cancellation and refund where applicable.

All standard website prices are displayed in Bangladeshi Taka (BDT / ৳).

Grocyz may change prices, discounts and promotional offers.

If a technical or pricing error results in an incorrect product price, Grocyz may contact the customer before fulfillment.

Customers must provide accurate information, including:

• Full name
• Mobile number
• Delivery address
• District
• Area
• Other information required for delivery

Customers are responsible for ensuring that the supplied information is correct.

Grocyz may contact a customer to verify an order before dispatch.

Verification may be performed through:

• Phone call
• SMS
• WhatsApp
• Email
• Other appropriate communication methods

Submitting an order does not necessarily mean that Grocyz has accepted the order.

Grocyz may cancel or refuse an order where reasonably necessary, including circumstances involving:

• Product unavailability
• Incorrect pricing
• Fraud or suspected fraud
• Incorrect customer information
• Delivery restrictions
• Technical errors
• Other legitimate operational or legal reasons

If Grocyz cancels an order for which payment has already been received, the applicable refund process will apply.

Grocyz may offer:

• Cash on Delivery
• Online payment
• Other payment methods made available on the website

Payment methods may vary depending on product, location, order value or other operational requirements.

Where Cash on Delivery is available, the customer must pay the applicable amount to the delivery personnel according to the order.

Customers should verify the order details before accepting delivery.

Grocyz may use third-party courier and logistics providers to deliver orders.

The courier may be responsible for:

• Parcel transportation
• Delivery personnel
• Delivery status
• Delivery confirmation
• Collection of COD payments where applicable

Grocyz may provide customer information necessary for fulfillment and delivery.

Inside Dhaka

• First 1 KG: ৳80
• Every additional started KG: ৳25

Sub-Dhaka

• First 1 KG: ৳100
• Every additional started KG: ৳25

Outside Dhaka

• First 1 KG: ৳120
• Every additional started KG: ৳25

Weight Calculation

For delivery-charge purposes:

• Up to 1 KG = applicable base charge
• More than 1 KG up to 2 KG = base + ৳25
• More than 2 KG up to 3 KG = base + ৳50
• More than 3 KG up to 4 KG = base + ৳75

and so on.

The final chargeable weight may be determined according to the applicable courier's operational weight measurement.

Free delivery may be offered during specific promotions or when an order meets Grocyz's configured free-delivery threshold.

Free-delivery threshold: Orders ≥ ৳5,000 → FREE DELIVERY

Promotional free delivery may be subject to additional conditions.

Delivery time may vary according to:

• Delivery location
• Courier service
• Product availability
• Weather
• Public holidays
• Transport disruptions
• Natural disasters
• Other circumstances outside Grocyz's reasonable control

An estimated delivery time is not an unconditional guarantee of delivery on a particular date.

Because Grocyz uses third-party courier services, customers are strongly required to inspect their order in the presence of the delivery personnel before accepting and completing the delivery.

Customers should check:

• Product name
• Product quantity
• Visible product condition
• Visible damage
• Packaging condition
• Missing items
• Wrong items
• Other issues that can reasonably be identified at the time of delivery

If an apparent problem is found, the customer should immediately notify the delivery personnel and Grocyz before the delivery is completed.

For purposes of this policy, delivery is considered completed when the applicable courier records or marks the order as delivered/completed.

Once delivery has been completed, the customer generally cannot return a product because of a visible issue that could reasonably have been identified during the delivery inspection.

This includes, where applicable:

• Clearly damaged products
• Wrong products
• Missing items
• Incorrect quantity
• Visible packaging damage

This provision is subject to applicable Bangladesh law and does not attempt to exclude any mandatory statutory consumer rights.

Customers who pay for an order in advance must also inspect the package before accepting/completing delivery.

Prepayment does not remove the customer's responsibility to inspect the delivery.

If a visible issue is identified, the customer should report it before the courier marks the delivery as completed.

If a customer accepts and completes delivery without reporting an apparent issue that could reasonably have been identified during inspection, Grocyz will generally not accept a subsequent claim relating to that visible delivery-time issue, subject to applicable law.

Returns are governed by Grocyz's Return & Refund Policy.

Customers should review that policy before placing an order.

Customers may request cancellation before dispatch, subject to the order status.

Once an order has been dispatched, cancellation may not be possible.

• Points earned: 1 point per ৳100 spent
• Point value: 1 point = ৳1
• Maximum points redemption: 20% of eligible order subtotal

Points may be subject to exclusions and programme rules.

Points are not cash and cannot normally be withdrawn as cash.

Points associated with cancelled, refunded or fraudulent transactions may be reversed.

• Referrer reward: 100 points
• New customer reward: 100 points
• Minimum qualifying order: ৳500

Referral rewards should be granted after the qualifying order has been successfully delivered and is not subsequently cancelled or refunded.

Grocyz may restrict fraudulent, duplicate or abusive referral activity.

Applicable VAT and other taxes will be handled according to applicable Bangladesh tax and VAT requirements and Grocyz's actual tax/registration status.

Default system VAT rate: 15%

However, the applicable treatment may differ by product/category or legal status.

Customers must:

• Provide accurate information
• Provide a working contact number
• Provide a deliverable address
• Cooperate with order verification
• Inspect deliveries before accepting them
• Follow return procedures
• Not misuse promotional offers
• Not abuse loyalty/referral programmes
• Not engage in fraudulent activity

Customers must not:

• Use fraudulent payment information
• Create fraudulent accounts
• Manipulate loyalty points
• Abuse referral rewards
• Attempt unauthorized access
• Interfere with website operation
• Submit knowingly false information
• Use Grocyz services for unlawful purposes

Grocyz's logo, branding, website design, original photographs, graphics, text and other original content are protected by applicable intellectual-property laws.

No material may be reproduced or commercially used without permission except where permitted by law.

Grocyz may use third-party providers for:

• Payment processing
• Courier delivery
• Hosting
• Cloud infrastructure
• SMS/OTP
• Email
• Analytics
• Advertising
• Customer communication

Such providers may have separate terms and privacy policies.

These Terms are governed by the applicable laws of Bangladesh.

Nothing in these Terms is intended to exclude or restrict rights that cannot legally be excluded under Bangladesh law.

Nothing in these Terms is intended to remove statutory consumer rights.

Customers retain rights available under applicable Bangladesh law.

Customers should first contact Grocyz customer support to resolve complaints.

Grocyz will review complaints and attempt to provide an appropriate resolution.

Customers may also have rights to seek remedies through applicable government consumer-protection mechanisms.

Grocyz may update these Terms when necessary.

The updated version will be published on Grocyz.com with a revised effective date.