Overview

We do our best to pack every order properly and make sure your groceries reach you in good condition. As we sell fresh produce and grocery items, all return, replacement, store credit, and refund requests are reviewed based on the issue reported.

If there is a problem with your order, please contact us by WhatsApp within 24 hours of receiving your items.

Fresh & Perishable Items

This includes fresh vegetables, herbs, aromatics, and other fresh items.

Please report any issue within 24 hours of receiving your order.

You may contact us if:

  • The wrong item was delivered
  • An item is missing
  • An item is damaged
  • A fresh item is rotten, spoiled, or not suitable for use
  • An item is expired, where applicable

When reporting an issue, please send us:

  • Your order number
  • Clear photos or videos of the item
  • A short explanation of the issue

Fresh produce may naturally vary in size, colour, shape, and appearance. These natural differences are not considered a defect unless the item is clearly not suitable for normal use.

Non-Perishable Items

This includes dried goods, spices, pantry items, and other packaged grocery products.

Please report any issue within 24 hours of receiving your order.

You may contact us if:

  • The wrong item was delivered
  • An item is missing
  • The packaging is damaged
  • The item is expired
  • The item is defective or unusable

When reporting an issue, please send us:

  • Your order number
  • Clear photos or videos of the item or packaging
  • A short explanation of the issue

What We Will Not Be Able to Accept

We may not be able to offer a return, replacement, store credit, or refund in the following cases:

  • Change of mind
  • The wrong item was ordered by the customer
  • The item has already been mostly consumed
  • The item was not stored properly after delivery
  • The issue was reported after the 24-hour reporting period
  • The issue is due to natural variation in fresh produce size, colour, shape, or appearance, unless the quality is clearly unacceptable

How We Resolve Issues

Once we receive your report, we will review the issue and assist where appropriate.

Depending on the case, we may offer either:

  1. A replacement, where practical
  2. Store credit 
  3. A refund

Refunds may be made to the original payment method or given as store credit, depending on the situation.

How to Contact Us

For any order issue, please contact us by WhatsApp with your order number, photos or videos, and a short description of the problem.

Reports made after 24 hours may not be eligible for replacement, store credit, or refund.

Semmaa Fresh Grocery will review each request fairly based on the item condition, the information provided, and the circumstances of the order.