Refund policy
We have a 7-day return policy, which means you have 7 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@hellenic-grocery.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@hellenic-grocery.co.uk.
Damages and issues
if upon delivery you realise that something is wrong with your sealed parcel, accept it but notify the person who delivers that it the parcel seems damaged. In that way we will be able to start a dispute and claim your money back as and when the dispute is over.We are not responsible for any damaged has taken place by the courier end.
If packaged products received damaged or broken after you open your parcel, please take photos as soon as you receive them and email us.
If chilled or frozen items received in inappropriate temperature, please contact us immediately.
You may be eligible for refund from the courier service or replacement, if you contact us within 7 days upon order reception.
On all above cases emails us photos of the damaged items and the parcel as a whole including the damaged items at :
Email: info@hellenicgrocery.co.uk
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
We are not pleased at all when even one of our customers is unhappy with our products. We are happy to refund or replace any product that falls below the high standards you expect, within seven days upon your reception of the order.
All of our products are imported packed, so we’ll investigate each situation with the producers if anything is wrong with them. Packaging the products is something that we don’t get involved to and we expect our producers to do their best with that.
For any enquirer please attach some photos if possible or needed. Photos should be taken once you’ll realize that something is wrong (When opening your parcel or the product). We are unable to proceed on refunds when we don’t have enough evidence on the situation.
We do not cover the postage costs when the damaged has been taken place during the delivery procedure and the courier is responsible for that. We are undertaking the dispute with the courier service so you will be reimbursed, as and when, or we include the damaged goods-when there is evidence of it- on your next order. The evidence as mentioned before consists of photos of the parcel when opened which are immediately emailed to us.
We do not cover replacement or refund when the items are not damaged or spoiled. This also applies on items that are opened when they shouldn’t have, their packaging has been damaged before return, or items that haven’t been stored properly upon reception.
If you require a refund and there is not something wrong with your order, for example if you have mistakenly ordered a product that you don’t want, we can arrange the postage for you, but we don’t cover the postage costs. We issue a refund when we receive back the products in the same state as when they were shipped to you, unopened and intact. We cover refund or return when there is something wrong on the packaging process which is not agrees with the products purchased by your end.
We expect frozen or refrigerated products which are shipped with thermal packaging material to reach you in the right temperature – frozen or chilled. If for any reason your receive the products in a condition that is not the appropriate, please take photos and we will investigate the issue and we will get back with a refund or replacement where eligible. If in any case the product reaches you within the delivery set date but for any case doesn’t look good or edible, we replace the product or refund you.
If for any reason your delivery delays and the courier service is responsible for that, then we investigate the case and we get back with a refund or replacement where eligible. We are not held responsible if delays in delivery are affected by the clients themselves.
In any case of return that a refund is expected, we first receive the parcel back to make sure that the items are packed and safe to re-sale, this applies to ambient foods, drinks, chilled and frozen item that may be still in shape upon our reception.
