Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.

To be eligible for a return, the item must be in the same condition as received, unused, unopened where applicable, and in its original packaging. You’ll also need your order number or proof of purchase.

To request a return, please contact us at info@americangrocer.co.uk. For any damaged, incorrect or missing items, we require clear photographic evidence of the issue, including clear photos of the products received and a clear photo of the packing slip included with your order.

If your return is accepted, we’ll provide instructions on how and where to send your parcel. We will only provide a prepaid return shipping label where the issue is confirmed to be our fault, for example if we have sent the wrong item or the item has arrived damaged. For returns for any other reason, the customer is responsible for the return postage costs.

Items sent back to us without first requesting and receiving approval for a return will not be accepted.

For any return questions, please contact us at info@americangrocer.co.uk

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). 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 or replacements on sale items or gift cards. A refund will be issued on a sale item when the item received is damaged or wrong only.

Exchanges
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.

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