RETURN & REFUND POLICY

Effective Date: 04/09/2026

At SY & TEES SUPERMARKET, we want every customer to have a satisfactory shopping experience. If you receive an item that is damaged, defective, incorrect, incomplete, or materially different from what you ordered, please contact us as soon as possible so we can investigate and resolve the issue.

1. Eligibility for Returns

A return or refund may be considered where:

• You received the wrong product.

• The product was damaged before or during delivery.

• The product is defective or unusable upon delivery.

• An item that was paid for was missing from the order.

• The product delivered is materially different from the product ordered.

• The product is expired or has an unacceptable expiry period where a reasonable shelf life was expected.

• We delivered an incorrect quantity of an item.

Returns must generally be reported within [24/48] hours of delivery for perishable goods and within [3/7] days of delivery for eligible non-perishable goods.

2. Items That May Not Be Returned

For health, hygiene, safety, and food-quality reasons, certain products may not be eligible for return once delivered, opened, or used.

These may include:

• Fresh food and other highly perishable products.

• Opened food or beverages.

• Personal-care and hygiene products that have been opened.

• Items requiring refrigeration where the customer has taken possession of the product.

• Products that have been used, damaged, altered, or mishandled after delivery.

• Products specifically identified as non-returnable on the product page.

Where an item is defective, damaged, expired, incorrect, or otherwise supplied incorrectly by us, we may still provide an appropriate remedy even where the item falls within a normally non-returnable category.

3. Condition of Returned Items

Where a return is approved, the item should, where reasonably possible, be:

• In its original condition.

• Unused and unopened.

• In its original packaging.

• Accompanied by proof of purchase or sufficient order information.

We may request photographs or other reasonable evidence to help us verify a damaged, defective, incorrect, or missing item.

4. How to Request a Return or Refund

To report an issue, contact our customer support team through:

Phone: [PHONE NUMBER]
WhatsApp: [WHATSAPP NUMBER]
Email: [SUPPORT EMAIL]

Please provide:

• Your order number.

• The name of the affected product.

• A brief description of the issue.

• Photographs or videos where relevant.

• Any other information reasonably required to investigate the complaint.

Our support team will review the complaint and advise you of the next steps.

5. Refunds

Where a refund is approved, the refund may be processed using the original payment method or another reasonable method agreed with the customer.

Depending on the payment method and financial institution involved, the time for the refunded amount to become available in the customer's account may vary.

We are not responsible for delays caused by banks, payment processors, card networks, or other third-party financial institutions after we have initiated an approved refund.

6. Wrong or Missing Items

If you receive an incorrect item or an item is missing from your order, please notify us promptly.

After verification, we may:

• Deliver the correct item;

• Collect the incorrect item;

• Replace the affected product;

• Refund the affected item; or

• Provide another appropriate resolution.

7. Damaged Goods

Customers should inspect their order upon delivery where reasonably possible.

If an item arrives damaged, please notify us promptly and provide photographs or other evidence where requested.

Depending on the circumstances, we may replace the item or issue an appropriate refund or credit.

8. Out-of-Stock Items and Substitutions

Products displayed on our website may occasionally become unavailable before an order is fulfilled.

Where an ordered product becomes unavailable, we may contact the customer regarding a suitable replacement.

A substitute product will not be treated as an exact replacement unless the customer accepts it.

Where the customer does not accept the replacement, the unavailable item may be removed from the order and the corresponding amount refunded or otherwise adjusted.

9. Delivery Fees

Unless otherwise stated, delivery fees already incurred may not be refundable where the order was successfully delivered and the return is due to a change of mind, incorrect information supplied by the customer, or circumstances outside our control.

Where the return or refund is caused by our error, such as delivery of a wrong, damaged, or defective product, we may refund or waive the relevant delivery or collection cost where appropriate.

10. Change-of-Mind Returns

Because we sell groceries, food, household consumables, personal-care products, and other goods with varying shelf-life and hygiene considerations, change-of-mind returns may not be accepted for every product.

Any eligible change-of-mind return must satisfy the applicable return conditions and may be subject to collection or delivery charges.

11. Refund Review

Approval of a return or refund does not automatically mean that the full order value will be refunded.

We will assess the particular circumstances, including the product involved, condition of the product, reason for the complaint, delivery status, and applicable consumer-protection requirements.

12. Policy Changes

[BUSINESS NAME] reserves the right to update this Return & Refund Policy from time to time.

The version published on our website at the relevant time will apply, subject to applicable law.

13. Contact Us

For return and refund enquiries:

Email: support@syandteessupermarket.com
WhatsApp: 08038126135