Refund policy
Glengro's Returns, Refunds, and Cancellation Policy
1. Order Cancellation
Due to our commitment to fast, local same-day delivery in Falkirk, order processing begins immediately after confirmation.
How to Request a Cancellation: You must contact us as soon as possible via email at info@glengro.com, our Contact Us form, or the live chat feature (if available) with your order number.
Cancellation Guarantee: Cancellations and full refunds are only guaranteed if the request is received and processed before the order is marked as 'Fulfilled' (dispatched) in our system. Once the order has been handed to the Glengro driver, we cannot process a cancellation.
2. Faulty, Damaged, or Incorrect Items (Statutory Rights)
We strictly adhere to the Consumer Rights Act 2015. If your item is defective, damaged, or incorrect, we will resolve the issue immediately.
Reporting Timeframe: Please inspect your order upon delivery. You must contact us within 30 days of receiving your order if an item is damaged, faulty, or not as described. For perishable goods (e.g., fresh fruit, milk, bread) where the condition can deteriorate rapidly, you must notify us within 4 hours of delivery for a guaranteed resolution.
Resolution: We will offer a full refund for the item's cost or apply a credit to your next order. For verification, you must provide a clear photograph of the damaged or faulty item via email.
No Return Required: For spoiled, damaged, or low-value incorrect items, Glengro does not require the item to be returned.
Wrong Item Policy: For incorrectly delivered items, we reserve the right to arrange a collection if the item is high-value. However, for most groceries, we will simply process the refund and you may dispose of the item.
3. Exceptions and Change of Mind Returns (Non-Faulty)
This policy section applies when you wish to return an item because you have simply changed your mind.
Non-Returnable Items (Exemptions): We cannot accept change-of-mind returns for the following:
- Perishable Goods: Items that are liable to deteriorate or expire rapidly (e.g., milk, bread, fresh produce) are exempt from the right to cancel.
- Sealed/Hygiene Goods: Items sealed for health protection or hygiene reasons (e.g., vapes, personal care items) if the seal has been broken or tampered with after delivery.
- Sale items or gift cards.
Non-Perishable Change of Mind Returns (Statutory Right): For all other non-perishable items (e.g., crisps, snacks, drinks, unopened toiletries), you have a legal right to cancel your order and request a refund within 14 calendar days from the day after you receive the goods.
Return Eligibility: To be eligible for a change-of-mind return, the item must be requested within the 14-day period and must be in the same condition that you received it: unworn, unused, and in its original, undamaged packaging. You will also need the receipt or proof of purchase.
Return Process and Collection: To start a return, you must notify us at admin@falkirk.glengro.com within the 14-day window. You then have a further 14 days to return the goods to us.
- Customer Responsibility: The item must be returned to us at your expense.
- Glengro Collection: As a service convenience, Glengro may, at its sole discretion, offer to arrange collection from your Falkirk address during a subsequent delivery run. We do not charge you for this service if offered, but we do not guarantee that we can offer a collection service for non-faulty returns.
4. Refunds and Processing
We will notify you via email once we have received and inspected your returned item or confirmed your cancellation request.
Timeline: If a refund is approved, it will be automatically processed to your original payment method. We are legally required to process the refund within 14 calendar days of either receiving the returned goods or receiving evidence that you have sent them back. Please allow additional time for your bank or credit card company to process and post the refund.