RETURNS AND REFUNDS POLICY

Last Updated: 1st August 2025

Thank you for shopping with us at STS Grocer!

We strive to provide the highest quality products and service. Due to the nature of our business and the sensitivity of food safety and hygiene, we have a strict returns and refunds policy to protect our customers and uphold regulatory standards.

1. General Policy

All sales are considered final. However, we understand that issues may arise, and we will do our best to address them fairly. Please read the following terms carefully.

2. Eligibility for Refunds

We only accept refund or replacement requests under the following conditions:

  • The product received is defective, damaged, or of unsatisfactory quality.

  • You notify us within 1 day of receiving your order.

  • The item is unopened, unused, and in its original packaging.

Refund requests that do not meet all of these criteria may not be accepted.

3. Non-Refundable Items

Due to hygiene, food safety, and perishability, the following items are strictly non-refundable and non-returnable:

  • Perishable food items (e.g., fresh seafood, cooked rice, sashimi-grade products)

  • Items that have been opened or partially consumed

  • Products not stored or handled according to the recommended instructions after delivery

  • Any request made after 1 day of receiving the order

4. Reporting an Issue

If you encounter an issue with your order:

  1. Contact us at any of our contact methods listed here within 1 day of receiving your order.

  2. Provide your order number, a description of the issue, and clear photos of the product and packaging.

  3. Our team will assess the claim and respond within a reasonable time frame.

We reserve the right to request the return of affected products for further inspection where necessary.

5. Refund or Replacement Process

If your refund or replacement request is approved:

  • A replacement item will be arranged where possible, or

  • A refund will be issued to your original method of payment

Please allow 3 working days for processing once the request has been approved.

6. Delivery Issues

We are not liable for issues arising from:

  • Incorrect or incomplete delivery information provided by the customer

  • Failure to collect or receive items during the agreed delivery window

  • Storage or handling of products after successful delivery

7. Out-of-Stock Items
In the event that items ordered are not available (out-of-stock):
 
  • We will inform the customer as soon as possible;
  • Issue a refund for the missing items within 1 working day after delivery completion
8. Changes to This Policy

STS Grocer reserves the right to update or modify this Returns and Refunds Policy at any time. Changes will take effect immediately when posted on this page.

Contact Us

If you have any questions about this policy or need help with a specific order, please contact us via any of our contact methods found here.

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