The short version
Check your bag at the door. Anything torn, leaking, expired or not what you ordered goes back with the rider, and you do not pay for it. If you spot a problem later, WhatsApp the shop a photo within 24 hours and the item is replaced on your next delivery.
What to do in each situation
| Situation | What to do | Outcome |
|---|---|---|
| Packet torn, bottle leaking or tin dented badly | Hand it back to the rider at the door. | Removed from your bill; you do not pay for it. |
| Expired or past its date | Hand it back to the rider at the door. | Removed from your bill; you do not pay for it. |
| Wrong item, brand or size | Hand it back to the rider at the door. | Removed from your bill; the right item can come with your next order. |
| Item missing from the bag | Tell the rider before paying. | You are not charged for it. |
| Loose item short on weight | Tell the shop via the contact page. | Re-weighed; the difference is sent to you. |
| Problem found after the rider left | WhatsApp a clear photo within 24 hours. | Replaced on your next delivery. |
| Pickup order with a problem | Show it at the counter before you leave. | Swapped or removed from your bill on the spot. |
Why we do it at the door
Most problems with groceries are visible the moment you open the bag. Checking at the door means you pay only for what you keep, and nobody has to arrange a second trip just to collect a torn packet of sugar. Riders are told to wait while you check, so please take your time.
Problems found later
Some things only show up when you open a packet at home: insects in rice, a sealed pack that was already damp, a bottle with a broken seal. For these:
- Take a clear photo that shows the item and, where possible, the date or batch on the pack.
- Send it on WhatsApp to the shop within 24 hours of delivery. The WhatsApp button is on the contact page.
- Mention your order number from your account or the track page if you have it.
The item is replaced on your next delivery. Keep the item until the shop replies in case the rider needs to collect it.
Weights on loose items
Loose goods are weighed on the shop scale when your order is packed, and the weight is printed on your bill. If you weigh a bag at home and it is short, tell the shop. It is re-weighed and the difference is sent. Small differences caused by home scales are checked fairly against the shop scale.
What we cannot take back
- Opened food or drink, unless it was faulty when it arrived.
- Loose items already weighed and packed for you, unless they are short or spoiled.
- Chilled and frozen items once they have been accepted at the door, unless they were faulty on arrival.
This is a demo store
This website is a demonstration built on SmartPOS Hub, and orders placed here are not delivered. The policy above describes how the shop handles real orders. See the disclaimer.