Shipping & Returns
Shipping
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
We will dispatch the items as quickly as possible and tracking information will be sent to your email address once its dispatches.
Once an order has been despatched it cannot be canceled. Any packages returned to us, due to inability to make delivery, or incomplete address will have return shipping charges deducted at the full rate. Outgoing charges will also be deducted at the full rate (prior to any shipping discount applied based on the order value).
Return Policy
We agree that from time to time you may wish to return some of the goods that have been delivered to you as part of your order. Please contact us at customerservices@villagegroceries.co.uk with the reasons why you want to return the goods as we will try to offer some alternative ways to resolve the issue where applicable. This policy does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
You can return the goods within 14 days (includes weekend and bank holidays) at your own cost, unless we have delivered an incorrect item to you in error or the item is damaged after the delivery has been received by you and receive a refund if:
The returned goods are in original and unused condition
Packaging must be unopened with any seals intact which will enable us to sell the product as new
If you receive damaged items, we will need to see the photographic evidence. Remember when you sign for the delivery you are in essence signing for the goods to be in good order so always check before signing.
Exclusions:
The following kinds of products may not be returned under this policy:
(1) food, drink and any other products liable to deteriorate within the period of 3 months following dispatch
(2) toiletries and cosmetics
(3) any product made to your specification/order
(4) any product personalized or adapted for you
(5) any seasonal products
(6) gift vouchers
Refunds, once fully accepted by us, the refund will be applied to your original payment method, within a certain amount of days.
Post, packing, and other direct costs will be deducted from the refunds unless we cannot deliver your order in full. We will inform you once the refund has been processed but note that refunds could take up to 10 working days to process depending on the recipient bank as we rely on our payment gateway provider to process it, so we request you to allow sufficient time before expecting the refund monies. Where an order qualified for free post and packing, We reserve the right to deduct any other charges incurred by us such as credit card transaction fees, picking costs, restocking costs, packaging material, and return postage fees.
Any uncollected packages that are returned to us, which included fresh fruit and/or vegetables, will require inspection before any refund can be offered. Other products that may be stained or damaged by the fruit and/or vegetables will be omitted from the refund.