Refund and Return Policy

1. Our Commitment

At PocketGrocery, customer satisfaction is our priority. We want you to be completely happy with your purchase. This policy outlines how we handle returns, refunds, and replacements.

2. Damaged or Defective Goods

What to do:

• Contact us within 24 hours of delivery
• Provide your order number
• Take photos of the damaged items and packaging
• Email info@pocketgrocery.com or call 079826003

We will:

• Send a replacement item with your next delivery (or earlier if urgent)
• Issue a full refund if you prefer
• No need to return the damaged items

3. Return Window for Non-Perishable Items

Eligible for Return:

• Packaged dry goods (unopened)
• Spices and seasonings (unopened)
• Canned and bottled products (unopened)
• Kitchen utensils and cookware
• Non-food items

Return Conditions:

• Items must be unopened and in original packaging
• Products must be in resaleable condition
• Must have proof of purchase (order number)

4. Non-Returnable Items

Non-returnable items include:

• Frozen foods and frozen products
• Fresh vegetables and fruits
• Dairy products (milk, cheese, yogurt)
• Chilled and refrigerated items
• Meat and seafood
• Opened packages of any kind

Exception: If frozen or perishable goods arrive damaged, spoiled, or defective, contact us within 24 hours for an immediate replacement or refund.

5. How to Request a Return

To initiate a return:

1. Contact our customer support team at info@pocketgrocery.com or call 079826003
2. Provide your order number and reason for return
3. We will send you a return authorization and instructions
4. Pack the items securely in original packaging
5. Send the items to the return address provided

Return Shipping: For non-damaged items, return shipping costs are the responsibility of the customer unless the return is due to our error.

6. Refund Process

Once we receive and inspect your returned items, we will process your refund within 5-7 business days.

Refund Methods:

• Original Payment Method: Refunds are issued to the original payment method used
• Pocket Coins: You may opt to receive refund credit as Pocket Coins with a 10% bonus

Note: It may take an additional 5-10 business days for the refund to appear in your bank account depending on your bank's processing time.

7. Exchanges

We do not offer direct exchanges. If you need a different product:

1. Return the unwanted item following our return process
2. Place a new order for the item you want

For damaged or incorrect items, we will send the correct replacement immediately.

8. Cancellations

You can cancel your order before it is dispatched for a full refund.

How to Cancel:

• Contact us immediately at info@pocketgrocery.com or call 079826003
• Provide your order number
• If the order hasn't been dispatched, we will cancel and refund immediately

Note: Once an order is dispatched, you must follow the return process instead of cancellation.

9. Wrong or Missing Items

If your order contains wrong or missing items:

• Contact us within 24 hours of delivery
• We will send the correct/missing items with your next delivery or arrange immediate dispatch
• No charge for the replacement
• Keep the incorrect items - no need to return

10. Quality Guarantee

We guarantee the quality and freshness of all our products. If you are not satisfied with the quality of any item, contact us within 24 hours and we will provide a replacement or refund.

11. Consumer Rights (UK)

This policy does not affect your statutory rights under UK consumer protection law, including the Consumer Rights Act 2015. You have the right to:

• Receive goods that match their description
• Receive goods of satisfactory quality
• Receive goods fit for purpose
• A refund, repair, or replacement for faulty goods

12. Contact Us

For returns, refunds, or replacement queries, please contact:

Matha Grocers Ltd
52 Oldfields Road, Sutton, United Kingdom, SM1 2NU
Email: info@pocketgrocery.com
Phone: 079826003
Hours: Monday - Saturday, 9:00 AM - 6:00 PM