Returns & Refund Policy
At Thegrocery, we strive to provide an excellent shopping experience. We maintain strict standard operating procedures (SOP) for shipping, including monitoring the entire process via CCTV from picking and packing to delivery. We also partner with trusted couriers, ensuring that every order is shipped with tracking and delivery notifications via email. If you experience any issues, please contact us immediately, and we will assist in resolving the matter promptly. For assistance, email us at info@itprolab.co.uk.
Returning Unwanted Items
In accordance with UK remote sales regulations, you may return your order within 15 days of delivery. If you wish to return an unwanted item, please contact us promptly. Upon approval, you will have an additional 7 days to return the item. Please note that return shipping costs are your responsibility, unless the item was damaged or sent in error. For orders with promotional discounts, the refund amount may be adjusted accordingly.
Returns will not be accepted for:
- Perishable goods
- Opened or used items
- Discounted items
- Damaged or missing goods not reported to us within 2 days of receipt
Returned items must be unopened and unused. This policy does not affect your statutory consumer rights. Thegrocery does not accept returns from third parties. To request a return, email us at info@itprolab.co.uk with your order number and item details.
Return address:
Thegrocery Warehouse
Itprolab Ltd,
20 Bugby’s Way, London, SE7 7SJ
Defective Items
If your order arrives damaged or defective, please contact us immediately at info@itprolab.co.uk with your order number and evidence of damage (photos of the parcel and item). We will arrange a return, refund, or replacement.
Return postage for damaged items will be covered by Thegrocery.
Missing or Incorrect Items
If any items are missing, please:
- Review your packing list for out-of-stock items (refunds will be processed within 5 business days).
- Check for smaller items hidden inside eco-friendly shockproof buffer paper.
For incorrect items, contact us immediately. We will send the correct item or issue a refund. Return postage for incorrect items will be covered by Thegrocery.
Order Cancellation or Amendment
To cancel or modify an order, email us before shipment. Once an order has been shipped, cancellations or modifications cannot be processed. Thegrocery will not compensate for lost or returned parcels due to an address change.
Undeliverable Parcel Due to Incorrect or Restricted Address
If your parcel is returned due to an incorrect address (e.g., wrong postcode), Thegrocery will deduct the full delivery cost and related fees from your refund. If re-delivery is requested, the buyer is responsible for both return and re-delivery costs.
If the parcel is returned because the recipient refused delivery or the carrier could not deliver after multiple attempts, Thegrocery will deduct the outbound shipping fee from the refund, which will be either the amount paid or a £5.99 fee if you qualified for free shipping.