Refund policy

Return and refund Policy

At Grocery Box, we aim to provide great service. If you're not completely satisfied with your purchase, here’s how you can request a return, exchange, or refund.

Eligibility for Returns

  • If you are unhappy with any of our products we will attempt to resolve this with you to your satisfaction. If the issue cannot be resolved we will happily offer a replacement product or Grocery Box store credit for the value, or partial value, of the product.

  • Money-back refunds are not available. However, under exceptional circumstances Grocery Box may choose to do so on a case-by-case basis.

  • If you are signed up to a Subscription, you agree to get the deliveries in  the selected intervals. It is completely Customer’s responsibility to Pause or Discontinue subscription before the delivery date. Customers that miss to set Pause or Cancel subscription are not eligible for refunds.

Return Process

To start a return, follow these steps:

Contact Us:

Email info@grocerybox.co.nz within 24 hours of delivery if any items are damaged. Include your order number and the item(s) you want to return.

Return Instructions:

We’ll send you return instructions and a return address if your item is eligible.

Return Shipping Costs:

You are responsible for return shipping. Return shipping is non-refundable.

If we approve your return, the cost of return shipping may be deducted from your refund.

Shipping Recommendations:

Use a trackable shipping service or purchase shipping insurance, as we cannot guarantee receipt of your returned item.

Refund Process

Inspection:

Once we receive your returned item, we’ll inspect it and notify you via email whether your refund is approved or denied.

Approved Refund:

If approved, we’ll refund the amount to your original payment method within a few business days.

Any applicable deductions (like return shipping or cancellation fees) will be clearly communicated.

Order Cancellations

 Once your order is shipped, cancellations are no longer possible.

Exchanges

We only offer exchanges for defective or damaged items.

To request an exchange:

Email us at info@grocerybox.co.nz

Provide your order number and photos of the damaged item, where requested.

Ship the item to the address we provide.

Need Help?

If you have any questions about returns, refunds, or cancellations, please reach out to us at: info@grocerybox.co.nz