Refund policy

Refund & Cancellation Policy

At Grofie, your satisfaction is our priority. If for any reason you are not completely happy with your purchase, we are here to help. We will gladly offer a refund or exchange, provided the goods are returned in a fully resalable condition and within the timeframes set out in this policy.

To begin a return or request a refund, please contact our customer support team:

• Email: info@grofie.co.uk

• Phone: +44 7733 198038

• Post: Suite RA01, 195–197 Wood Street, London, E17 3NU

Our team will guide you through the process step by step.

Items Excluded from Our Returns Policy

Due to the nature of certain product categories, the following items cannot be returned under our standard returns policy and may only be returned in accordance with your statutory legal rights:

• Vegetables and fresh produce

• Frozen items

• Gift vouchers

• Beauty products

• Food products

• Food gift sets

• Incense products

If any of the above items are faulty, damaged, or unfit for purpose, please contact us immediately by email or phone. Photographic evidence of the damage will be required to process your claim.

Standard Returns

For all other products not listed above, you may return unopened goods within 3 days of receipt. Returns are subject to inspection and acceptance by our team. Once approved, we will issue a refund or send a replacement, as applicable.

To initiate a return, please contact us by email, phone, or live chat via our website before sending any items back. We will provide you with full instructions.

Please note that return postage costs are the responsibility of the customer. Grofie is not liable for any goods that are lost or damaged during return transit. We strongly recommend obtaining proof of postage.

How Refunds Are Processed

All refunds will be returned to the original credit or debit card used for the purchase. Please allow a reasonable number of business days for the refund to appear in your account, depending on your bank or card provider.

The following charges may be deducted from your refund:

• Postage and packing costs (even where the original order qualified for free delivery, our actual shipping costs will be deducted)

• Credit or debit card transaction fees

• Picking and packing costs

• Restocking fees

• Packaging material costs

• Return postage fees where applicable

Returns Involving Fresh Produce

Any uncollected parcels returned to us that contain fresh fruit and/or vegetables will be inspected before a refund is considered. Any other products within the same parcel that have been stained or damaged by the fresh produce will be excluded from any refund offered.

Incorrectly Dispatched Goods

Any goods dispatched by Grofie in error remain our property. If you receive items that you did not order, please contact us within 2 days of receipt so we can arrange collection at no cost to you.

Order Cancellations

You may cancel your order at any time before it has been dispatched from our warehouse. Once an order has been dispatched, it cannot be cancelled. Please contact us as soon as possible if you wish to cancel, and we will do our best to accommodate your request.

If your cancellation is accepted before dispatch, a full refund will be issued to your original payment method.

For goods that are faulty or arrive in an unsatisfactory condition, please refer to the relevant sections above or contact us directly and we will resolve the matter promptly.

Still have questions? Our customer support team is available Monday to Sunday, 9:00 am – 5:00 pm (excluding UK bank holidays). Reach us at info@grofie.co.uk or call +44 7733 198038.