REFUND POLICY

At Mahmud Grocer X, we strive to ensure your shopping experience is as seamless and enjoyable as possible. We understand that sometimes issues may arise with your order, and we are here to help. Please carefully review our refund policy below to understand the terms and conditions of refunds and returns:

1. Refund Eligibility

  • General Refunds: Items purchased from Mahmud Grocer X can be refunded within 30 days from the date you receive the goods, provided they are in their original, unused condition.

  • Non-Refundable Items: Please note that perishable items (including fresh produce, dairy products, meat, bakery goods, etc.) are not eligible for refunds under any circumstances. This includes items that may be affected by temperature, shelf-life, or other factors once delivered.

  • Damaged or Faulty Items: If you receive damaged or faulty goods, you may be eligible for a refund or replacement. Please review the instructions below for how to initiate a return.

2. Return Requests

  • To be eligible for a refund, return requests must be made within 7 days of receiving your goods. Refund requests submitted after this period will not be accepted.

  • The return request must include the order number, a detailed description of the issue with the items, and any supporting documentation (such as photographs of damaged items).

  • All return requests will be reviewed on a case-by-case basis, and we will work with you to resolve the issue as quickly as possible.

3. How to Request a Refund

  • If you believe you are eligible for a refund, please contact us by email at online@mahmudgrocerx.com.au.

  • In your email, include:

    • Your order number.

    • A brief description of the issue (e.g., item damaged, incorrect product received).

    • Photographs of the item(s) in question (if applicable).

  • Upon receiving your request, our customer service team will review the details and get back to you with instructions on how to proceed with the return or refund.

4. Refund Processing

  • If your refund request is approved, we will process your refund to the original payment method used during your purchase. Refunds may take up to 7-10 business days to appear in your account, depending on your bank or payment provider.

  • Please note that shipping costs are non-refundable unless the return is due to an error on our part (e.g., faulty or incorrect items). If you are returning items due to a mistake we made, we will cover the cost of return shipping.

5. Exchanges

  • Unfortunately, we do not offer direct exchanges at this time. If you need a different item, please initiate a return for a refund and place a new order for the correct item.

6. Exceptions

  • Bulk or Special Orders: For items purchased in bulk or through special orders, refunds may be subject to additional terms. Please contact us for further details regarding these types of orders.

  • Discounted Items: Items purchased with a discount or on sale are eligible for refunds as long as they meet the conditions stated in this policy.

7. Contact Information

  • If you have any questions regarding this policy or need further assistance, please do not hesitate to contact our customer service team at online@mahmudgrocerx.com.au.

  • We aim to respond to all queries within 2 business days.

At Mahmud Grocer X, we appreciate your understanding of our policies. We are committed to delivering high-quality products and excellent customer service. Thank you for choosing us for your grocery needs!