Return Policy

This Refund & Return Policy (“Policy”) applies to every purchase made from Global Foods through our mobile application, website, telephone, or any affiliated platform.

By placing an order with Global Foods, you confirm that you have read, understood, and agreed to this Policy.

Due to the nature of grocery retail—including perishable, time-sensitive, and hygiene-controlled goods—returns and refunds are limited and subject to strict conditions.

1. Core Position – Finality of Sale

All goods are considered accepted by the customer at the time of delivery.

After delivery, responsibility for storage, handling, preparation, and consumption transfers to the customer.

Refunds, replacements, or credits are issued only where we are satisfied that the product:

Was defective at the time of delivery
Was damaged in transit
Was incorrect or missing
Was unfit for consumption upon arrival

We are not responsible for deterioration or damage occurring after delivery.

2. Immediate Inspection Requirement

Customers must inspect their order immediately upon delivery.

Failure to report issues within the timeframes defined in this Policy will be treated as confirmation that the delivery was received in satisfactory condition.

3. Definition of Perishable Goods

Perishable goods include any items with limited shelf life or that require controlled storage, including but not limited to:

Fruit and vegetables
Meat, poultry, and seafood
Dairy products and eggs
Frozen or chilled products
Ready meals
Bakery items
Fresh sweets and snacks
Cut or prepared foods
Any product marked “Keep Refrigerated”, “Keep Frozen”, or similar

Because these items cannot be safely resold, they are non-returnable.

4. Claims for Perishable Goods

Perishable items may qualify for a refund or replacement only if:

The issue is reported within 24 hours of delivery, AND
Photographic evidence is provided, AND
We determine that the problem existed at the time of delivery

Claims submitted after 24 hours will be automatically rejected, regardless of circumstance.

We reserve the right to request disposal of the item rather than return.

5. Non-Perishable Goods – Strict Return Conditions

Non-perishable goods may be considered for return only if all conditions are met:

The item is unused
The item is unopened
Original packaging and seals are intact
Labels, barcodes, and batch information remain attached
The product is in resalable condition

Return requests must be raised within 48 hours of delivery.

If approved, the item must be returned within 7 days in the condition specified.

We may refuse refunds if packaging is damaged, marked, or tampered with.

6. Items Automatically Excluded From Return

Except where proven faulty upon arrival, the following items are strictly non-returnable:

Any perishable goods
Opened consumables
Products without original packaging
Items stored incorrectly after delivery
Gift cards, vouchers, or credits
Personal care or hygiene products
Clearance, reduced, or promotional stock
Custom or special-order items

7. Evidence Requirements (Mandatory)

Every claim must include:

Order number
Product name
Clear description of the issue

Photographs of:

The product
The packaging
The expiry date or batch number
The outer delivery bag or box

We may also request video evidence.

If evidence is incomplete, unclear, or missing, the claim may be declined.

8. Investigation & Decision Authority

All refunds and replacements are issued at the sole discretion of Global Foods.

Submitting a claim does not create an automatic entitlement to a refund.

We may:

Refuse the claim
Offer a partial refund
Provide store credit
Replace the product
Request return or collection

Once a decision is communicated, it will be considered final.

9. Refund Calculation

Where approved, refunds are calculated based on:

The price actually paid
After discounts
After bundle or multi-buy adjustments

Delivery fees, service charges, small-order fees, and packing charges are not refunded unless we determine that the entire order failed due to our error.

10. Refund Processing Time

Approved refunds will be issued to the original payment method.

Processing target: 5–7 working days.

Banks and card providers may require additional time. Delays outside our system are not our responsibility.

11. Temperature-Controlled Deliveries

Certain products require chilled or frozen transport.

If the customer declines or fails to select a recommended temperature-controlled delivery option, we reserve the right to deny quality or freshness claims.