Refund Policy

Last updated: 08/03/2026

1. Overview

At continentalgroceryonline we want you to be satisfied with your purchase.
This Refund Policy explains when and how we offer refunds, credits, or replacements for orders placed through our online grocery store.

2. Your consumer rights

Nothing in this Refund Policy limits any rights you have under applicable consumer laws (including guarantees that goods are of acceptable quality, fit for purpose, and match their description).
If there is a conflict between this Refund Policy and your non‑excludable legal rights, your legal rights will prevail.

3. Perishable and non‑perishable items

Because we sell both perishable and non‑perishable items, different rules apply:

Perishable items (for example, fresh fruit and vegetables, dairy, meat, bakery items, chilled or frozen goods):
- We generally do not accept “change of mind” returns or refunds for perishable items once delivered.
- We will offer a refund, credit, or replacement where a perishable item is damaged, spoiled, not as described, or not of acceptable quality at the time of delivery.
Non‑perishable items (for example, canned goods, packaged pantry items, cleaning products, personal care items):
- We may accept returns for change of mind at our discretion within [X] days of delivery, provided items are unopened, unused, and in original packaging with proof of purchase.
- We will offer a refund, credit, or replacement where a non‑perishable item is faulty, damaged, not as described, or not of acceptable quality.

4. Incorrect, missing, or damaged items

If an item in your order is:

Incorrect (not what you ordered)
Missing
Damaged on arrival
Spoiled or not of acceptable quality at delivery

please contact us within [24–48] hours of delivery (or as soon as reasonably possible) with your order number and details.
We may ask for photos of the item and packaging to help us assess the issue.

Depending on the circumstances, we may:

Provide a refund to your original payment method
Provide store credit
Arrange a replacement item in your next delivery or a separate delivery
Provide another suitable remedy required by law

5. Change of mind

Perishable items: No refunds or returns for change of mind after delivery, except as required by law.
Non‑perishable items: We may offer a refund or store credit for change of mind within [X] days of delivery, at our discretion, if:
- Items are unopened, unused, and in original, resalable condition
- You provide proof of purchase
- You return the items in accordance with our instructions

Any refund or credit for change of mind may exclude delivery fees and may be subject to a restocking fee if specified.

6. Order issues related to delivery

We are not responsible for loss, damage, or deterioration after delivery has occurred in accordance with your instructions (for example, when we leave the order unattended at your address or follow delivery notes you provided).
However, we will assess each situation reasonably and may offer a goodwill remedy at our discretion.

If your delivery is delayed or does not arrive, please contact us promptly so we can investigate with our delivery partner and arrange an appropriate solution.

7. How to request a refund or report an issue

To request a refund, credit, or replacement, please contact our customer service team:

Email: continentalgroceryonline@gmail.com
Phone: 0493668140

Please include:

Your full name
Order number
Description of the issue
Photos (if relevant, e.g., damaged or spoiled items, incorrect items)

We will review your request and respond within a reasonable time, usually within [2–5] business days.

8. Refund method and timing

Where a refund is approved:

Refunds will usually be processed to your original method of payment (unless we agree another method, such as store credit).
Processing times may vary depending on your bank or payment provider; please allow up to [5–10] business days for the refund to appear in your account after we process it.

If we issue a store credit, it will be applied to your continentalgroceryonline account and can be used towards future purchases, subject to any expiry date or conditions we specify.

9. Return of goods (where required)

In some cases, we may ask you to return non‑perishable items before we process a refund or replacement.
If we require return of goods, we will provide instructions and tell you whether we will cover any return shipping or collection costs.

We generally do not require the physical return of perishable goods, but we may ask for photographic evidence or other proof to verify the issue.

10. Abuse of policy and fraud

We reserve the right to refuse or limit refunds, credits, or replacements where we reasonably believe a customer is misusing this Refund Policy, engaging in fraudulent activity, or making excessive or unreasonable claims.

11. Changes to this Refund Policy

We may update this Refund Policy from time to time to reflect changes in our practices or legal requirements.
When we make changes, we will update the “Last updated” date above.