Refund policy

Return & Refund Policy — Duo Grocery

Thank you for shopping at Duo Grocery. We want you to be happy with every order. This policy explains how returns, refunds, and exchanges work for purchases made on duogrocery.com.

1. Eligibility for Returns

Because we sell food, beverages, and grocery items, many products are not eligible for return for health and safety reasons. This includes:

  • Perishable foods

  • Frozen items

  • Refrigerated goods

  • Fresh produce

  • Opened or partially used products

We can only accept returns for items that are:

  • Unopened

  • In their original packaging

  • Non-perishable

  • Received damaged, defective, or incorrect

All return requests must be submitted within 7 days of delivery.

2. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you received the wrong product:

  1. Take clear photos of the item and the packaging

  2. Email us at Orders@duogrocery.com within 48 hours of delivery

  3. Include your order number and a short description

Once approved, we will issue a replacement or refund at no cost to you.

3. Refunds

After we review your request, approved refunds will be issued to your original payment method.

Please allow:

  • 3–5 business days for us to process your request

  • 5–10 business days for your bank or card provider to post the refund

Shipping fees are generally non-refundable, except when the return is due to our error.

4. Returns on Non-Perishable Products

For eligible non-perishable items:

  • You must request a return within 7 days of delivery

  • Items must be unopened and unused

  • Customers are responsible for return shipping unless the return is due to our mistake

We will provide instructions and a return address once your request is approved.

5. Order Cancellations

Orders can be cancelled before they are shipped. Once an order is in transit, it cannot be cancelled. Please contact us as soon as possible at Orders@duogrocery.com with your order number.

6. Exceptions

We do not offer refunds or returns for:

  • Clearance or final-sale items

  • Items marked “non-returnable”

  • Products damaged due to incorrect storage after delivery

7. Missing Deliveries

If your tracking number shows “delivered” but you didn’t receive the package:

  • Check with neighbors or building staff

  • Verify the address on your order confirmation

  • Contact the carrier directly

If the carrier confirms the package was misdelivered, we will assist in filing a claim.

8. Contact Us

If you have questions or need help with a return, email us at:

Orders@duogrocery.com

We’re here to help.