Shipping & returns

Terms and conditions

THE GROCERY EXPRESS (PTY) LTD t/a THE GROCERY EXPRESS

SHIPPING AND RETURN POLICY

 

Confirmation of Orders and Delivery:

Your order is accepted when you receive an order confirmation via email, however we reserve the right to cancel an order if a payment has not cleared or an account is out of terms or over the approved limit. On delivery, you will receive a delivery note showing a summary of the delivered items. A detailed tax invoice will be emailed to you, showing the products purchased, VAT, and the amount debited from your payment card (cash online customers) or added to your account (COD and account customers). You may be asked to log in to our webstore to check the items when the driver arrives. You or your authorised representative will be asked to sign a delivery note or on an electronic device to confirm receipt. The person accepting delivery may need to show a form of identification. If no one is available at the time of delivery, the driver will keep the products and leave a notice. We will try to contact you to arrange a new delivery or collection. A delivery fee may be charged if required at our discretion.

Returns & Refunds:

You are responsible to examine goods on receipt for any damages or short deliveries. Claims for shortages or damages must be noted and signed for on the delivery document. Claims have the following time limits depending on the product type:

  • Frozen and seafood products: must be claimed the same day as the delivery.
  • Dairy, perishable, and meat products: must be claimed within 24 hours of delivery.
  • Ambient products: must be claimed within 5 days of delivery.

Returns will only be accepted, and refunds authorised for products if they are in their original, sellable condition and only if they are within the product’s expiry date. The Grocery Express (Pty) Ltd will not return any item if there is a health risk due to public health and food safety regulations. Refunds for account clients will be processed as a credit on the account. Refunds for cash online clients will be processed as a credit and will be available on the next purchase.

Cancellation:

Orders can only be cancelled a day before the delivery day. We may charge your payment card for delivery fees for late cancellations. If you cancel your payment or if your payment card becomes invalid, you remain liable for the full purchase price and related costs. We reserve the right to cancel any sale or registration in the event of a breach of any of the Terms and Conditions.  The Grocery Express (Pty) Ltd reserves the right to charge an administration fee of up to 3.5%.

Risk and Ownership:

Risk in the products passes to you or your authorised representative on delivery. Ownership of the products remains with us until payment is received in full.