At MS Smart Shop, we strive to provide the freshest groceries. Our policy is designed to be fair to both our customers and our suppliers under the Consumer Guarantees Act 1993.
1. Order Cancellations
- Before Dispatch: You may cancel your order via the app for a full refund up until the store begins preparing your order.
- After Dispatch: Once an order is with the delivery partner, cancellations are no longer possible.
2. Perishable Goods (Produce, Meat, Dairy)
Due to the nature of perishable goods, any claims for quality issues (e.g., bruised fruit or expired milk) must be made within 24 hours of delivery. Please provide a photo of the item via the "Help" section of the app or email [email protected].
3. Incorrect or Missing Items
- Notify us within 24 hours.
- We will provide a refund for the missing item to your original payment method or provide a store credit, at your preference.
4. Damaged Goods
If your groceries arrive damaged during transit, please contact us immediately with photo evidence. We will issue a refund or replacement for the damaged items.
5. Refund Process
Approved refunds will be processed back to the original credit/debit card used for the purchase. Please note that banks may take 3–7 business days to reflect the transaction in your account.
6. Change of Mind
We do not offer refunds or exchanges for "change of mind" on grocery items once they have been delivered, due to food safety and health regulations.