Effective Date: 2025

Applies to: In-store Pick-Up Orders (Phase 1)

Company: GrozaLink Global (Private) Limited.

 

 

1. OVERVIEW

At GrozaLink Global, we are committed to transparency, accountability, and customer satisfaction. Because we operate using a partner supermarket network, all products are fulfilled, inspected, and exchanged directly at the pick-up store.

GrozaLink does not physically store inventory. Returns are assessed and approved according to the partner store’s verification standards.

 

 

2. ELIGIBLE RETURN CONDITIONS

A return may be accepted if the item meets the following criteria:

  • Item is unused, unopened, and in original packaging
  • Proof of purchase is provided (digital receipt / invoice)
  • Identification matches collection records
  • Returned within the allowed timeframe per category (Section).
  • Returns require the same documents as pickup:
  • National ID / Passport / Driver’s Licence
  • GrozaLink One-Time Pickup Code
  • Receipt or Invoice.

 

 

3. ITEMS NOT ELIGIBLE FOR RETURN

For health, hygiene, or regulatory reasons, the following generally cannot be returned:

  • Fresh & perishable foods (meat, produce, dairy, bread, etc.)
  • Opened or damaged packaging
  • Personal hygiene products (toiletries, feminine care, diapers)
  • Medicines, baby formula, vitamins or regulated health items
  • Seasonal discounted goods
  • Products marked “Final Sale” or “Non-Returnable”.
  • If in doubt, contact support before attempting a return.

 

 

4 . RETURN TIMEFRAMES

 

 

5. PROCESS FOR RETURNING AN ITEM

Step 1: Visit the same supermarket where the item was collected

Step 2: Present ID and pickup verification code

Step 3: Store reviews the item for eligibility

Step 4: If approved, GrozaLink registers the return and confirms outcome.

 

 

6. REFUND & RESOLUTION OPTIONS

Once approved by the partner store, the following may apply:

  • Store Credit / Replacement: Most common and fastest option
  • Product Exchange: Same item or similar value (if available)
  • Refund Processing: Available only when confirmed by store + GrozaLink Finance
  • Refunds are processed to the original payment method once approved.
  • Processing Timeline: 3–10 business days depending on provider.

 

 

7. WRONG, MISSING, OR DAMAGED ITEMS

If something is incorrect at pickup, report it immediately before leaving the store. Once the item leaves the store, resolution is at the supermarket’s discretion.

 

 

 

8. ONLINE RETURN REQUEST

If you cannot go to the store immediately, you may request support online: support@grozalink.com

Include:

  • Full Name
  • Order Number
  • Store Location
  • Item Name
  • Reason for Return

GrozaLink will notify the partner store and update you.

 

 

9. IMPORTANT NOTICE

GrozaLink Global is a digital purchasing platform, not a physical retailer. All fulfillment, stock accuracy, product condition, and returns are first verified by the partner supermarket.

 

 

10. FUTURE UPDATE – PHASE 2 DELIVERY

Home delivery + courier returns will be introduced in Phase 2.

This policy will be updated accordingly.