शुल्क वापसी की नीति

Last updated: August 4, 2026

At Grofie, we want you to love every order. This Refund Policy outlines your rights and the process for returns, refunds, and exchanges in accordance with UK consumer protection law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

Important — Please Read Before Ordering

We strongly recommend that you inspect your order upon delivery and store items appropriately as soon as possible to preserve product quality and shelf life. All returns must be initiated via email at info@grofie.co.uk.

Your Right to Cancel (Change of Mind)

Under the Consumer Contracts Regulations 2013, you have 14 days from the day you receive your order to cancel your purchase for a full refund of eligible items, subject to the following conditions:

• Items must be unopened, unused, and in their original packaging
• Items must be in a resalable condition
• You must notify us within 14 days of delivery via info@grofie.co.uk with your order number
• You then have a further 14 days to return the items to us

Return shipping costs for change-of-mind returns are the customer's responsibility. We recommend using a tracked shipping service, as we cannot be held responsible for returns lost in transit.

Perishable and Fresh Items

Under UK consumer law, the following items are exempt from the 14-day cancellation right:

• Fresh fruits and vegetables
• Chilled foods (dairy, paneer, ready-to-eat)
• Frozen foods
• Items with a short shelf life
• Sealed items opened after delivery (for hygiene reasons)

However, if perishable items arrive in poor condition, are damaged, or are unfit for use, you are still fully protected — see the section below.

Damaged, Faulty, or Incorrect Items

Under the Consumer Rights Act 2015, you are entitled to a full refund, replacement, or exchange if your item arrives:

• Damaged in transit
• Faulty or defective
• Not matching the description on our website
• Past its expiry date or approaching expiry
• Missing from your delivery

What to do:

1. Email info@grofie.co.uk within 48 hours of delivery
2. Include your order number, description of the issue, and clear photographs of:
   • The damaged/faulty item(s)
   • The outer packaging as received
   • The shipping label
3. We will respond within 2 working days with a resolution

Please retain the item and packaging until we confirm the resolution — carriers may require inspection.

Missing Deliveries and Lost Parcels

If your order has been marked as delivered but you have not received it:

1. Check with neighbours, safe places, and household members
2. Check the tracking information provided
3. Contact us at info@grofie.co.uk within 5 days of the marked delivery date

We will open an investigation with our courier partner. Please note investigations may take up to 10 working days to conclude. Once the courier confirms the parcel is lost, we will issue a full refund or send a replacement, at your preference.

Return Address

All returns should be sent to:

Grofie Returns Department
BSS House
Cheney Manor
Swindon, Wiltshire, SN2 2PJ
United Kingdom

Do not return items without contacting us first — returns received without prior authorisation may be delayed or refused.

Refund Processing

• Approved refunds are processed within 5 working days of receiving the returned item (or confirmation of loss)
• Refunds are issued to the original payment method used at checkout
• Your bank may take an additional 3-10 working days to reflect the refund in your account
• Original shipping costs are refunded only when items are faulty, damaged, or incorrect — not for change-of-mind returns

Non-Returnable Items

The following cannot be returned unless faulty or damaged:

• Opened food, spice, or personal care items (for hygiene reasons)
• Fresh, chilled, or frozen items (unless faulty on arrival)
• Items with removed or damaged tamper-evident seals
• Items purchased on clearance or marked as "final sale"
• Gift cards

Exchanges

We replace items only if they are defective, damaged, or incorrect. Exchanges are for the same item only. If the replacement is unavailable, we will issue a full refund instead.

Delivery Failure

If a delivery attempt fails due to:

• Customer not available — the carrier will attempt redelivery or return the parcel; a redelivery fee of £5.99 may apply
• Incorrect address provided by customer — the customer is responsible for reshipping costs
• Refusal to accept delivery — original shipping costs are non-refundable

Order Cancellation Before Dispatch

• Orders can be cancelled free of charge if not yet dispatched
• Once dispatched, standard return procedures apply
• Contact us immediately at info@grofie.co.uk to request cancellation

Late or Missing Refunds

If you have received confirmation from us that your refund has been processed but have not received it after 10 working days:

1. Check your bank account thoroughly
2. Contact your bank or credit card provider — refunds may take time to be officially posted
3. If still not received, contact us at info@grofie.co.uk

Damage or Loss During Transit — Our Guarantee

Every Grofie order is covered by our Delivery Protection Promise. If your parcel arrives damaged or is lost in transit, we handle the claim with our carrier partners so you don't have to. Simply notify us and we will:

• Issue a full refund or send a replacement — your choice
• Not require you to send back badly damaged items
• Process claims quickly, typically within 48 hours

Your Statutory Rights

This Refund Policy is offered in addition to your statutory rights under UK consumer law. Nothing in this policy affects your legal rights under the Consumer Rights Act 2015 or Consumer Contracts Regulations 2013.

Contact Us

For all return, refund, or exchange enquiries:

Grofie Nutra-Commerce Ltd
📧 Email: info@grofie.co.uk
📱 Phone: +44 7405 730813
📍 BSS House, 68A, Cheney Manor, Swindon SN2 2PJ, United Kingdom

We aim to respond to all enquiries within 24 hours during business days.