Returns/Refund Policy

At Grocerz, we value our customers and want you to shop with confidence knowing we are here to help. Our Returns Policy is designed to make things simple, fair, and transparent. All goods and services provided by Grocerz are subject to the Australian Consumer Law (ACL). This Policy is in addition to your rights under the ACL, and nothing in it excludes your statutory rights as a consumer.

Change of Mind – Before Delivery

You can cancel or modify your order anytime before it has been picked and packed for delivery.
To cancel or update your order, please contact our team on +61 405 269 592 or email us at hello@grocerz.com.au with your order number.

Change of Mind – After Delivery

If you’ve received a product but don’t want it anymore, you may return it to us within 10 days of delivery for a store credit on the returned items.
Returns can be made:
- In person at our store: Unit 2/22-30 Wallace Ave, Point Cook VIC 3030.
- By post to the same address (return postage costs are the responsibility of the customer).
Once we receive the returned items, our team will process the credit and notify you.

Returning Perishable Goods (Fresh, Refrigerated & Frozen)

For food safety reasons, perishable goods (including fresh produce, dairy, bakery, refrigerated and frozen items) can only be returned at the time of delivery by handing them back to the driver.
After delivery is complete, we are unable to accept returns of perishable items unless they are faulty, spoiled, or not fit for consumption.

Faulty, Damaged, or Incorrect Products

We double-check all orders to ensure products are fresh, correctly packed, and delivered at the right temperature. However, if you receive a product that is:

Faulty or damaged
Expired or spoiled
Incorrect or not as described

Please contact us immediately. With proof of purchase, you are entitled to a refund, replacement, or store credit at no extra cost.

Cost of Returns

For change of mind returns, the cost of returning items is the customer’s responsibility.
For faulty, damaged, or incorrect items, Grocerz will cover the cost and organise the return for you.

Proof of Purchase

To process a return, we generally require proof of purchase. Acceptable forms include:

Original or digital receipt
Order confirmation email from Grocerz
Tax invoice
EFTPOS or credit card statement showing the purchase

Refunds

Refunds will be processed to the original payment method where possible.
If this is not possible, we may issue a store credit.
For online orders, refunds may also be provided as account credit to your Grocerz account upon request.

Your Rights Under the Australian Consumer Law

Our goods and services come with guarantees that cannot be excluded under the ACL.

For major failures, you are entitled to a refund or replacement, and in some cases, compensation.
For minor issues, you are entitled to have the item repaired, replaced, or refunded within a reasonable time.

For more information, visit www.accc.gov.au

Contact Us

If you’d like to return an item or have a query about this policy, please get in touch with our team. Please have your order number handy when you contact us.

Phone: +61 405 269 592
Email: hello@grocerz.com.au
Visit us: 22-30 Wallace Ave, Point Cook VIC 3030