FLOF Grocery Commerce — Return & Refund Policy

1. Reporting Windows & Eligibility

Because grocery items vary in shelf life, reporting timelines depend on the category of the item received:

• Fresh & Perishable Goods (such as fresh produce, meats and fish, bakery items): Must be reported within 2 hours of delivery. Clear photo or video evidence of the defect or spoilage must be provided.
• Packaged & Non-Perishable Goods (e.g., shelf-stable dry goods, canned items, household staples): Must be reported within 24 hours of delivery. Items must remain unopened and in their original packaging, unless the defect (e.g., expired product, inner seals broken) could only be discovered upon opening.
• Incorrect or Missing Items: Must be reported within 2 hours of order arrival.

2. Non-Returnable Items

For health, safety, and hygiene reasons, the following items cannot be returned or refunded once delivered/opened:

• Opened or unsealed health, personal hygiene, or contraceptive products.
• Perishable items reported outside the 2-hour window.
• Items damaged due to improper storage or handling after successful delivery.

3. Order Cancellations

• Same-Day Orders: Cancellations are permitted within 15 minutes of placing the order. Once dispatch or fulfillment begins, cancellations are no longer permitted.
• Scheduled Future Orders: Cancellations must be made at least 12 hours prior to the scheduled delivery time slot.

4. Refund Default Policy & Processing Timelines

By default, all approved refunds are issued directly to your FLOF Wallet for immediate convenience and seamless shopping on future orders, unless explicitly requested otherwise by the customer prior to processing. Refunds are issued after a successful return of goods.

5. Item Returns & Pickup Points

• Depending on the resolution and item type, our support team will advise whether physical return is required.
• Items requiring physical inspection or return can be handed back to the courier at delivery or returned to designated FLOF hub/pickup points as directed by customer support.

6. How to Submit a Claim

1. Take clear photos or videos of the affected item(s) and delivery packaging.
2. Contact FLOF Customer Support via the app, website, or designated support channel with your Order ID, details of the issue, and attached photo evidence.
3. If you prefer a refund to your original payment method instead of the default FLOF Wallet credit, please specify this in your initial request.
4. Our team will review your claim and process your replacement, wallet credit, or payment refund accordingly.