TheGrocerOn Wholesale
This Refund Policy applies to all orders placed through the TheGrocerOn Wholesale website. It forms part of the terms on which we supply goods to our stockists, and it replaces any refund or order-amendment terms you may previously have agreed with us by email or other correspondence.
TheGrocerOn Wholesale is a business-to-business (B2B) ordering platform. Every account on this site belongs to a registered trade stockist purchasing goods for resale, not a consumer purchasing for personal use. Accordingly, the consumer cancellation and cooling-off rights set out in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015 do not apply to orders placed through this site. All goods are made to order for each scheduled delivery run, in the quantities and on the timescale each stockist has specified.
Order cut-off and amendments
Every order has a cut-off point, after which it is prepared and processed for delivery. The cut-off for your order is shown in your account dashboard and in the reminder emails sent ahead of each delivery run.
Up to that cut-off, you’re welcome to add to, reduce, or otherwise amend your order directly through your account dashboard. This is the only method we can guarantee will be reflected in your order before it’s processed.
Amendment requests sent by email, phone, or any other method may not reach us, or may not be actioned, in time. We can’t guarantee changes made this way will be applied before cut-off, and orders will otherwise be processed and delivered as they stood in the system at the point of cut-off.
Once the cut-off has passed, your order is final. We’re not able to accept cancellations, reductions, or changes to an order after this point, as your goods will already be in preparation.
Refunds
Because orders are made to order and become final at cut-off, refunds are only available for reductions or amendments made to your order before the cut-off point for that delivery run.
We’re not able to offer refunds for:
- Orders cancelled or reduced after the cut-off has passed
- Change-of-mind requests once an order is final
- Amendment requests sent by email or other unconfirmed methods that were not reflected in your order before cut-off
Where a refund is due for a pre-cut-off amendment, it will be processed either as a credit against your next invoice, or as a refund to your original payment method, depending on how your account pays.
Damaged, missing, or incorrect items
If any items in your delivery arrive damaged, are missing, or don’t match what you ordered, please let us know as soon as possible, and no later than 24 hours after delivery, by contacting info@thegroceron.com with your order number and details of the issue. We’ll investigate and, where appropriate, arrange a refund, credit, or replacement for the affected items.
Changes to this policy
This policy may be updated from time to time. Where it is, the version published on this page applies to all orders placed after the update, and supersedes any earlier version of this policy or any refund or order-amendment terms previously agreed by email or other correspondence.
Contact us
If you have any questions about this policy or a specific order, please contact us at info@thegroceron.com.