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Refund Policy

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GROCENOW REFUND POLICY

Last Updated: December 11, 2025

At GroceNow, we want every order to arrive complete, accurate, fresh, and in good condition. We understand that mistakes can occasionally happen during shopping, preparation, packing, or delivery.

This Refund Policy explains when you may qualify for a full refund, partial refund, replacement, redelivery, or GroceNow credit.

1. Refund Eligibility

You may be eligible for a refund or another appropriate resolution if:

  • An item you paid for is missing from your order.
  • You receive the wrong item.
  • An item arrives damaged, broken, leaking, opened, or crushed.
  • A food or grocery product arrives spoiled or expired.
  • Fresh produce arrives in an unacceptable or unusable condition.
  • You receive less than the quantity you paid for.
  • Your order is confirmed as not delivered.
  • An item becomes unavailable after you have already paid for it.
  • Your entire prepaid order is cancelled and cannot be fulfilled.
  • Another verified error occurs during preparation, shopping, packing, or delivery.

The type and amount of refund will depend on the affected item and circumstances.

2. Report an Issue Within 24 Hours

Problems involving groceries, fresh products, prepared food, missing items, incorrect items, damaged items, or product quality should be reported to GroceNow within 24 hours of delivery.

Please report problems as soon as possible so that we can properly investigate them.

Claims submitted after 24 hours may be reviewed depending on the circumstances and applicable law, but eligibility for a refund cannot be guaranteed.

3. How to Request a Refund

Customers can report an order problem through the GroceNow app or by contacting GroceNow Customer Support.

Please provide:

  • Your Order ID.
  • The affected product(s).
  • A description of the problem.
  • Clear photographs where appropriate.
  • Photographs of damaged packaging where relevant.
  • Any additional information reasonably requested by GroceNow.

For damaged, spoiled, expired, incorrect, or poor-quality products, photographs may be required before a refund can be approved.

4. Partial Refunds

If only part of your order is affected, GroceNow will normally provide a resolution for the affected item rather than refunding the entire order.

For example, if you receive nine products correctly but one product is missing, the refund will normally apply only to the missing product.

Partial refunds may also apply where an incorrect quantity or only some items in an order are affected.

5. Full Refunds

A full refund may be provided when:

  • The entire prepaid order is cancelled and cannot be fulfilled.
  • The entire order is confirmed as not delivered.
  • A completely incorrect order is delivered.
  • Most or all of the order is unusable because of a verified fulfillment problem.
  • GroceNow determines that a full refund is the appropriate resolution.

6. Out-of-Stock Items

Because GroceNow works with local markets, supermarkets, restaurants, and merchants, product availability can change quickly.

If an item becomes unavailable after you place your order, we may:

  • Offer you a suitable substitute.
  • Ask you to select another product.
  • Remove the unavailable item from your order.
  • Refund the amount paid for the unavailable item.

If you have already paid and do not accept a substitute, the amount paid for the unavailable item will be refunded or adjusted accordingly.

7. Product Substitutions

When an exact grocery product is unavailable, GroceNow may offer a similar replacement.

Where possible, customers will be given the opportunity to approve or reject a proposed substitution.

If you approve a replacement, a refund will generally not be provided simply because you later prefer the original item.

However, if the product delivered is materially different from the substitute you approved, you may report the issue for review.

8. Fresh Produce and Perishable Products

GroceNow takes the quality of fresh products seriously.

This includes:

  • Fruits and vegetables.
  • Meat and fish.
  • Dairy products.
  • Bakery products.
  • Prepared food.
  • Other perishable products.

If a fresh or perishable product arrives spoiled, expired, significantly damaged, contaminated, or otherwise reasonably unusable, report the issue within 24 hours.

GroceNow may request photographs before approving a refund, replacement, credit, or other resolution.

9. Restaurant and Prepared Food Orders

Prepared food generally cannot be returned after successful delivery simply because a customer changes their mind.

However, you may report an issue if:

  • Food is missing.
  • You receive the wrong food.
  • Food arrives significantly damaged or spilled.
  • You receive the wrong order.
  • There is a serious verified quality problem.
  • The order is not delivered.

GroceNow will review the circumstances and determine the appropriate resolution.

10. Change-of-Mind Refunds

Because many products available through GroceNow are groceries, food, fresh produce, and other perishable goods, we generally do not provide refunds simply because a customer changes their mind after successful delivery.

For eligible non-perishable products, return eligibility may depend on the condition of the product, original packaging, merchant policy, and applicable consumer law.

11. Non-Returnable Products

Unless defective, damaged, incorrect, expired, or otherwise required by applicable law, certain products may not be returnable after successful delivery.

These may include:

  • Fresh or perishable food.
  • Prepared meals.
  • Opened food products.
  • Products with broken hygiene or safety seals.
  • Opened personal-care or hygiene products.
  • Products that cannot safely or reasonably be resold after delivery.

12. Delivery Fees

Delivery fees are not automatically refundable when only one or several products in an otherwise successfully delivered order are affected.

GroceNow may refund the delivery fee when:

  • The entire order is not delivered because of a verified delivery failure.
  • GroceNow cancels the entire prepaid order before successful delivery.
  • GroceNow determines that refunding the delivery fee is appropriate.

13. Refund Method

Where reasonably possible, approved monetary refunds will be returned through the original payment method.

Depending on how you paid, refunds may be issued through:

  • Mobile Money.
  • Debit or credit card.
  • Digital payment method.
  • GroceNow credit, where available.
  • Another appropriate refund method where necessary.

For Cash on Delivery orders, approved refunds may be processed through Mobile Money, GroceNow credit, or another available method agreed with the customer.

14. Refund Processing Time

Once a refund is approved, GroceNow will initiate it as soon as reasonably possible.

The time required for the money to appear in your account may vary depending on your bank, Mobile Money provider, card issuer, payment gateway, or other financial service provider.

Processing delays caused by financial institutions or payment providers may be outside GroceNow's control.

15. Promotions, Discounts and Coupons

Refunds for products purchased using discounts, promotional codes, vouchers, or GroceNow credits will be calculated based on the amount actually paid and the applicable promotion conditions.

A refund will not normally exceed the amount actually paid for the affected product or order, except where required by law.

16. Fraudulent or Abusive Claims

GroceNow reserves the right to investigate refund requests and protect the platform, merchants, riders, and customers from fraudulent activity.

A refund request may be rejected or require additional verification where there is reasonable evidence of:

  • False information.
  • Fraudulent claims.
  • Misleading or altered evidence.
  • Repeated suspicious refund requests.
  • Claims for products that were successfully delivered.
  • Abuse of promotions, refunds, credits, or multiple accounts.

Legitimate customers will not be penalized simply for submitting genuine complaints or refund requests.

17. Investigation of Order Issues

When necessary, GroceNow may investigate an order problem with the relevant merchant, shopper, delivery rider, or payment provider.

We may review information such as:

  • Order records.
  • Delivery information.
  • Merchant records.
  • Rider delivery records.
  • Customer communications.
  • Photographs or other evidence.
  • Payment information.

This helps us determine what happened and provide an appropriate resolution.

18. Available Resolutions

Depending on the circumstances, GroceNow may provide one or more of the following:

Full Refund • Partial Refund • Replacement • Redelivery • GroceNow Credit • Other Appropriate Resolution

The appropriate resolution will depend on the nature of the problem, available evidence, product value, payment method, and applicable law.

19. Customer Support

If something goes wrong with your order, please contact us as soon as possible.

GroceNow Customer Support

Email: info@grocenow.com
Phone/WhatsApp: +256757769707
Service Area: Kampala, Uganda

Please provide your Order ID when contacting us regarding an order or refund.

Our Commitment

At GroceNow, we believe customers should receive what they paid for in acceptable condition.

When a genuine mistake happens, we will review the issue fairly and work to provide an appropriate solution.

GroceNow — Your Market. Your City. Delivered.