Refund policy

Return and Refund policy

We thank you for using The Vegan Grocer website. We aim to give you the best possible service we can provide and work to be your primary healthy, nutritious, vegan store.

We generally have a 15-day return policy, which means you have 15 days after receiving your item to request a Return/Refund.

To be eligible for a Return/Refund, your item/s must be in the same condition that you received it, unused, with tags or labels, and in its original packaging. You’ll also need the receipt or proof of purchase.

Exceptions / non-returnable items

Before raising a Return/Refund request make sure that the conditions are met under the Return/Refund Policy below:  

Allowable Reasons	Description
Parcel delivered with missing items	The parcel received is empty, or parts of the item from the product are missing or order was delivered incomplete.
Received the wrong product	The product sent was the wrong product. The product or variation you have received is incorrect.
Received a product with physical damage	The product you have received has a large visible dent/scratch/shattered or has expired, has mold, visible contaminant, leak or breakage.
Received a faulty product	The product is not edible, cannot be eaten, not fit for human consumption.
Product purchased from The Vegan Grocer official website	Only items or products purchased from our official online store are eligible for Return/Refund.

 

Not Allowable Reasons	Description
Change of Mind	Only products with the Free Return label are accepted.
A mistake on the customer’s part	The customer mistakenly identified, chose the wrong item that they want to order or purchase.
Selected personal items are not applicable for return.	Personal items such as undergarments, innerwear, swimsuits, used makeup, personal care goods (such as beauty products), perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), grocery items with short shelve life, and adult products are prohibited.
Received a counterfeit product	The product you received is not original or an imitation or was not purchase from the official site.

We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or “as-is-where-is” transactions. It is understood that the client accepts the condition or state of the item/s when purchasing “as-is-where-is” transactions or on sale items. Only regular priced items may be refunded, on sale items cannot be refunded.

Damages and issues

Please inspect your ordered item/s upon reception and contact us immediately if any of the items are defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges (if applicable)

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

We only replace items if they are defective or damaged as indicated in the allowable reasons. If you need to exchange a product for the same item as you found there is a defect or damage, send us an email at thevegangrocer.com.ph@gmail.com.

Refunds (if applicable)

We will notify you once we’ve received and inspected your returned item, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 5 business days have passed after we’ve approved your return, please contact us at thevegangrocer.com.ph@gmail.com.

To start a return, contact us at thevegangrocer.com.ph@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Please note that returns will need to be sent to our receiving office handling the Return/Refund.

Returns

To return your product please contact us at thevegangrocer.com.ph@gmail.com for the return address.

You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If your replacement product is approved, depending on where you live, the time it may take for your replacement product to reach you, may vary.

You can always contact us for any return question at thevegangrocer.com.ph@gmail.com.