Exchange and return policy

Express Grocers Return and Cancellation Policy

At Express Grocery, we strive to provide the best shopping experience for our customers and are committed to the quality and safety of our products. All our products are carefully prepared in our own laboratories, under veterinary supervision, to ensure the highest standards of quality and safety.

First: Fresh Products Policy

• All meat and seafood we serve is 100% fresh and prepared upon request to ensure the highest quality.

• Due to the nature of fresh products, any order cannot be returned or exchanged after receipt.

• If there is a problem with the order, you must notify us within 3 hours of receiving it, and provide clear photos of the condition, so that we can check and take appropriate action.

Second: Cancellation conditions

• An order can only be cancelled when it is in “Pending Review” status.

• After the status is changed to “Preparing”, it cannot be cancelled or modified, because the meat is prepared and slaughtered directly upon request.

• The amount will be refunded via the same payment method used, and it takes from 7 to 14 working days depending on the payment method.

Third: Delivery and storage conditions

We pay great attention to the meat delivery process to ensure it arrives in the best condition, and we follow the highest health standards:

• Continuous cooling: All products are kept in a suitable environment to ensure their quality until they reach the customer.

• Refrigerated delivery methods: We use specialized delivery services that maintain the temperature of fresh products.

• Storage recommendations: We recommend that customers store the products immediately upon receipt in the refrigerator or freezer to ensure they maintain their quality.

Fourth: Important notes

• If the product is received in an unsatisfactory condition, it must be reported immediately within 3 hours of receipt, along with sending clear photos of the product’s condition.

• No complaint can be considered after 24 hours of receiving the order, in order to ensure the credibility of the evaluation and protect the quality of the products.

• Any delay in reporting the problem may affect the ability to process the complaint or provide any appropriate compensation.

Fifth: Customer support

We at Express Grocers are always here to support you! If you have any questions or comments, you can contact us through our official channels, and we will be happy to assist you.

⚠ Warning: Due to the nature of fresh products, meat cannot be returned or exchanged after delivery, except in rare cases where a defect is proven in the product.