Refund & Returns Policy

1. Freshness Guarantee

We guarantee the freshness of all perishable items. If you receive any product that is not fresh or is damaged, we will replace it or provide a full refund.

2. Return Eligibility

You may request a return or refund for the following reasons:

• Damaged or defective products
• Expired or spoiled perishables
• Incorrect items delivered
• Missing items from your order
• Products that do not match their description

3. Time Limits for Returns

Returns must be requested within the following timeframes:

• Perishable items: Within 24 hours of delivery
• Non-perishable items: Within 7 days of delivery
• Damaged goods: Within 24 hours of delivery with photo evidence

4. How to Request a Return

To initiate a return or refund request:

1. Contact us immediately via WhatsApp at +263 71 374 9230 or email at gainergroceries@gmail.com
2. Provide your order number and details of the issue
3. For damaged items, please include clear photographs
4. Keep the original packaging if possible
5. Our team will review and respond within 24 hours

5. Refund Process

5.1 Refund Methods

Refunds will be processed using the original payment method or as store credit:

• Cash on Delivery orders: Cash refund or store credit
• EcoCash payments: EcoCash refund to the same number
• Bank transfers: Refund to the originating account

5.2 Refund Timeline

• Approved refunds are processed within 3-5 business days
• Store credit is applied immediately upon approval
• Bank transfers may take 5-7 business days to reflect

6. Product Replacement

In cases where a replacement is preferred over a refund:

• We will schedule a replacement delivery at no additional cost
• Replacement items will be delivered on the next available delivery run
• We will collect the damaged/incorrect items during replacement delivery

7. Non-Returnable Items

The following items cannot be returned for hygiene and safety reasons:

• Opened or partially consumed food items
• Personal care items that have been opened
• Items without original packaging
• Custom or special order items

8. Quality Issues

If you experience any quality issues with your products:

• Report the issue within 24 hours of delivery
• Provide photos of the affected products
• Do not consume or discard the product until we advise
• We may request the item be returned for quality assessment

9. Order Cancellation

Order cancellations are subject to the following conditions:

• Orders can be cancelled within 2 hours of placement
• Cancellations after order preparation has begun may not be possible
• Refunds for cancelled orders are processed within 24 hours

10. Contact Us

For any questions or concerns about returns and refunds:

• WhatsApp: +263 71 374 9230
• Email: gainergroceries@gmail.com
• Operating Hours: Monday - Sunday, 8AM - 8PM