Refund & Returns Policy

Effective Date: February 2026  |  grocyxpress.com.au

At Grocy Xpress, your satisfaction is our priority. We are committed to delivering fresh, quality products — and we stand behind everything we sell. If something is not right, we will make it right.

This policy applies to all purchases made through grocyxpress.com.au and is in addition to your rights under Australian Consumer Law (ACL).

1. Our Commitment to You

Under Australian Consumer Law, you are entitled to a replacement, refund, or compensation for any product that:

• Is not of acceptable quality (e.g. damaged, spoiled, or incorrectly described)
• Does not match the description or sample shown on our website
• Arrives in a condition that makes it unfit for its intended purpose

2. Fresh & Perishable Products

We understand the nature of fresh groceries and meat. If your order arrives with any of the following issues, please contact us within 24 hours of delivery:

• Product is visibly spoiled, off, or has an unusual odour
• Meat or produce is past its use-by or best-before date at time of delivery
• Wrong item delivered or a product is missing from your order
• Product is damaged due to packaging failure or temperature breach during transit

We may ask you to provide a photo of the affected product to assist our assessment. Refunds or replacements for perishable items will be processed promptly.

3. Change of Mind

Due to the perishable nature of grocery and fresh meat products, we are generally unable to accept returns for change of mind. However, if you have concerns about a product, please contact us and we will do our best to assist.

For non-perishable items (e.g. pantry staples, packaged goods), change of mind returns may be accepted if the item is:

• Unopened and in original packaging
• Returned within 7 days of delivery
• Accompanied by proof of purchase

Return shipping costs for change of mind returns are at the customer’s expense.

4. How to Request a Refund or Return

To initiate a refund or return, please follow these steps:

Step 1	Contact us at support@grocyxpress.com.au or via our website chat within 24 hours of receiving your order (for perishables) or within 7 days (for non-perishables).
Step 2	Provide your order number, a description of the issue, and photos where applicable.
Step 3	Our team will review your request and respond within 1 business day.
Step 4	If approved, your refund will be processed to your original payment method within 3–5 business days, or we will arrange a replacement delivery.

5. Refund Method

Approved refunds will be returned using the original payment method:

• Credit/debit card payments: refunded to the same card (3–5 business days)
• Other payment methods: refunded at our discretion to a nominated account
• Store credit may be offered as an alternative at the customer’s request

6. Delivery Issues

If your order is not delivered, is significantly delayed, or is delivered to the wrong address due to an error on our part, please contact us immediately. We will investigate and offer a replacement delivery or full refund.

If an incorrect delivery address is provided by the customer, Grocy Xpress is not liable for non-delivery. We will do our best to assist in recovering or re-delivering the order, though additional charges may apply.

7. Exclusions

Refunds and returns will not be accepted in the following circumstances:

• The product has been consumed, used, or partially used
• The complaint is made outside the applicable time window (24 hours for perishables)
• Damage is caused by improper storage after delivery
• The customer has simply changed their mind on a perishable item
• The order was placed in error (e.g. incorrect quantity or product) and the order has already been packed or dispatched

8. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.

This policy does not limit or restrict your rights under Australian Consumer Law.

9. Contact Us

For all refund and returns enquiries, please reach out to our team:

Website	grocyxpress.com.au
Email	support@grocyxpress.com.au
Hours	Monday – Saturday, 8:00 AM – 6:00 PM AEST

Thank you for shopping with Grocy Xpress — save the drive | save the time.