REFUND POLICY

At Egroceryng, we strive to provide you with the freshest and highest quality groceries possible. However, we understand that there may be occasions where you need to return or exchange a product. This Refund Policy outlines the terms and conditions for requesting a refund or return.


  1. Eligibility and Limitations for Refunds

1.1 Non-Perishable Items: Refunds may be requested for non-perishable items such as packaged goods, non-food products, and merchandise.

1.2 Perishable Items: Due to the perishable nature of our products, we cannot accept returns or refunds on fresh fruits, vegetables, meats, dairy and other perishable items, unless there is a quality issue caused by our negligence.


  1. Quality Issues:

2.1 Inspection upon Delivery: Please inspect your order upon delivery for any quality issues.

2.2 Notification: If you receive a product with quality issues such as damage, molds, or other issues caused by our negligence, please notify our customer support team immediately via chat at our website, email, or phone number.

2.3 Supporting Evidence: Please provide clear images of the product and supporting evidence to process your refund request. 

2.4 Refund Options: In the case of a quality issue, we offer the following refund options:

  1. a) Replacement: We will ship a replacement for the damaged or defective item(s) at no additional cost to you.
  2. b) Refund: If a replacement is not available or you prefer a refund, we will issue a refund to your original payment method.
  3. Return Policy for Non-Perishable Items

3.1 Eligible Returns:

Requests for return must be made within Five (5) hours of delivery. Return requests for non-perishable items must meet the following conditions:

  1. a) Unopened, unused, and in the original packaging 
  2. b) in resalable condition

3.2 Return Process:

  1. a) Contact Customer Support: Contact our customer support team via chat on our website, by email, or phone to initiate a return request.
  2. b) Return Procedure: We will provide you return instructions and necessary return delivery labels.
  3. c) Delivery Costs: You will be responsible for the return delivery costs, unless the return is due to our negligence.

3.3 Refund Options:

Once we receive and inspect the returned item, we will issue a refund to your original payment method. Please allow 4 to 5 working days for the refund to be processed.

  1. Contact Information

If you have any questions or need assistance with our Refund Policy, please contact our customer support team using the following information:

Phone: 09160367208

Email: support@egrocery.ng

Working hours: Monday – Saturday (8:00am – 7:00pm)


  1. Amendments to the Refund Policy

We reserve the right to modify or update this Refund Policy at any time. Any changes will be effective immediately upon online posting of the revised version. You may need to regularly check our Refund Policy for changes.

Please note that this Refund Policy should be read in conjunction with our Terms and Conditions and Privacy Policy.