Your consumer rights
Returns, refunds and cancellations
Contact us before sending any item back. Tell us your order number, the affected items and the reason for your request so we can give you the right instructions.
Damaged, incorrect, missing or unsafe items
If an item arrives damaged, incorrect, missing, spoiled or not as described, contact us as soon as reasonably possible. Photographs help us investigate, but we will not make your legal rights depend on providing photographs when that is not reasonable.
Where goods are faulty, unsafe or not as described, we will provide the remedy required by UK consumer law, which may include a replacement, a price reduction or a refund. We cover reasonable return costs when an item must be returned because it is faulty or incorrect.
Changing your mind about an eligible purchase
For eligible goods bought online, you normally have 14 days from the day after you receive your order to tell us that you want to cancel. If an order arrives in separate deliveries, the period normally starts after you receive the final item.
After telling us you wish to cancel, return eligible items within 14 days, following the instructions we provide. Goods must be handled only as reasonably necessary to inspect them. You are responsible for return postage for a change-of-mind return unless we tell you otherwise.
Items excluded from change-of-mind cancellation
The normal change-of-mind right does not apply to goods that are liable to deteriorate or expire rapidly, such as chilled, frozen or other genuinely perishable groceries. It can also be excluded for sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.
These exclusions never remove your rights when goods are faulty, unsafe, damaged, incorrect or not as described.
How refunds are calculated and paid
When you cancel an eligible order, we refund the relevant item price and, where required, the cost of our least expensive standard delivery option. Extra charges for a premium delivery option are not refunded merely because you chose that option.
Refunds are normally made using your original payment method within 14 days after we receive the returned goods or, if earlier, evidence that you sent them back. If no return is needed, we normally refund within 14 days after you tell us you are cancelling.
How to contact us
Use our contact page or email orders@mauritiangroceries.co.uk. Include your name, order number and the items you want to discuss.
Nothing in this policy limits any rights you have under the Consumer Rights Act 2015 or the Consumer Contracts Regulations.