Returns & Refunds

Last Updated: June 2026

At GroceryMarkt, we want you to be happy with every order you receive. If something is not right, we will do our best to resolve it quickly and fairly.

This Return & Refund Policy explains how returns, refunds, cancellations, exchanges, store pickup issues, delivery issues, and GroceryMarkt Wallet or cashback adjustments are handled.

Nothing in this policy limits your statutory consumer rights under applicable German or EU law.

1. Return Policy

Customers may request a return or refund within 14 days of receiving the order, subject to the conditions below and applicable legal exceptions.

Returns or refunds may be accepted for the following reasons:

• The product delivered is defective, broken, spoiled, or damaged.
• The product is unsuitable or unfit for consumption at the time of delivery or pickup.
• An incorrect product was delivered or prepared.
• An item was missing from the order.
• The product received does not reasonably match the order confirmation.

Return or refund requests are reviewed case by case. Approval may depend on the product type, product condition, issue reported, timing of the request, supporting photos, and applicable consumer protection rules.

2. Fresh, Frozen, Chilled and Perishable Products

Because GroceryMarkt sells groceries, including fresh, frozen, chilled, and perishable products, some items cannot be returned once delivered or collected.

The following products are generally not eligible for return or exchange unless they are damaged, spoiled, incorrect, defective, or unfit for consumption at the time of delivery or pickup:

• Fresh vegetables and fruits
• Frozen products
• Chilled products
• Perishable food items
• Opened food items
• Sealed food or hygiene-sensitive products that have been opened after delivery or pickup
• Products purchased under sale, discount, clearance, or special offer campaigns, unless defective or incorrect

Fresh products may naturally vary in size, color, shape, ripeness, weight, and appearance. Such natural variation does not automatically qualify for a refund unless the product is spoiled, damaged, or unfit for consumption.

3. Return Eligibility

To be eligible for a return, where a return is possible, the product should generally be:

• Unused and unopened, where applicable
• In its original packaging
• In the same condition as received
• Returned within the applicable return period

For damaged, spoiled, incorrect, defective, or missing products, customers must contact us as soon as possible, preferably within 24 hours of delivery or pickup, with order details and photos where possible.

This helps us verify the issue quickly and resolve it fairly.

4. How to Request a Return or Refund

To request a return or refund, please contact us at:

Email: info@thegrocerymarkt.com
Phone: +49 1725403419

Please include the following details:

• Email subject: Return and Refund
• Order number
• Your full name
• Email address used for the order
• Delivery or pickup address and postal code, where applicable
• Description of the issue
• Photos of the product, packaging, expiry date, or delivery condition, if possible

Please do not send products back without contacting us first. Returns sent without prior approval may not be accepted.

5. Return Shipping

If a return is approved, the product must be returned to us within 7 days from the date the return process is initiated, unless we agree otherwise.

Unless the item was damaged, defective, incorrect, missing, or unfit for consumption at the time of delivery or pickup, the customer may be responsible for return shipping costs.

We recommend using a trackable shipping method. GroceryMarkt is not responsible for return packages that are lost or damaged during return shipment.

For local orders, we may arrange an alternative resolution where suitable, such as replacement, refund, store credit, or wallet adjustment.

6. Refund Process

Once we receive and inspect the returned product, or once we verify the reported issue, we will notify you by email about the approval or rejection of your refund.

If approved, your refund will usually be processed within 3-5 business days. Please note that your bank, card provider, or payment provider may require additional time to complete the refund.

Refunds may be processed using one or more of the following methods, depending on the situation:

• Refund to the original payment method
• Replacement product
• Discount coupon
• Store credit
• GroceryMarkt Wallet adjustment, where applicable

If your refund request is rejected, we will inform you of the reason. Products that are unsafe, spoiled, or unsuitable for resale may be disposed of through appropriate disposal channels.

7. Exchanges, Replacements and Store Credit

Where applicable, we may offer an exchange, replacement, refund, store credit, or wallet adjustment depending on the situation and product availability.

If the same product is unavailable, we may offer an alternative product, refund, coupon, or store credit after discussion with the customer.

For exchange requests, a refund may also be issued as a discount coupon, store credit, or GroceryMarkt Wallet adjustment for a future purchase, where appropriate.

8. GroceryMarkt Wallet and Cashback Adjustments

If an order is cancelled, refunded, partially refunded, failed, unpaid, returned, or otherwise adjusted, any related GroceryMarkt Wallet cashback may also be reversed, reduced, restored, or adjusted accordingly.

Cashback is not guaranteed for cancelled, failed, refunded, unpaid, or incomplete orders.

If cashback was credited for an order that is later cancelled, refunded, partially refunded, or adjusted, GroceryMarkt may reverse or reduce the cashback connected to that order.

If wallet cashback was used on an order that is later cancelled or failed, the wallet amount may be restored where applicable, subject to our wallet rules and technical processing.

Wallet cashback cannot be exchanged, withdrawn, transferred, resold, or paid out in cash.

9. Order Cancellation

Orders can usually be cancelled before preparation begins.

Once an order has been prepared, packed, dispatched, handed over for delivery, or made ready for pickup, cancellation may no longer be possible.

If cancellation is approved before preparation or dispatch, we may refund the payment or cancel the order accordingly.

If an order is cancelled after cashback or wallet benefits have been applied, any related cashback or wallet adjustments may be corrected.

10. Store Pickup Orders

If you select store pickup, your order must be collected from the specified GroceryMarkt pickup location within the applicable pickup period.

For pickup orders, customers are responsible for collecting the order on time, especially where fresh, chilled, frozen, or perishable products are included.

If a pickup order is not collected on time, and the quality of fresh, chilled, frozen, or perishable products is affected due to delayed collection, we may be unable to offer a refund for those items, where permitted by law.

If there is an issue with a pickup order, such as missing, incorrect, damaged, spoiled, or defective products, please contact us as soon as possible, preferably within 24 hours of pickup.

11. When Refunds May Not Apply

Refunds may not apply in the following cases:

• Wrong or incomplete delivery address provided by the customer
• Customer unavailable during delivery
• Customer does not collect a pickup order within the applicable pickup period
• Natural variation in fresh products such as size, color, shape, weight, or ripeness
• Products damaged after successful delivery or pickup
• Return request made after the allowed return period
• Products returned late, opened, used, or not in original condition
• Opened sealed food or hygiene-sensitive products, unless defective or unsafe at delivery
• Products stored incorrectly by the customer after delivery or pickup
• Items affected by delayed collection, delayed unpacking, or improper storage after handover

This does not affect your statutory rights where a product is defective, damaged, incorrect, or otherwise legally eligible for remedy.

12. Lost or Damaged Shipments

If a shipped package is lost in transit, we will review the case with the delivery partner and the customer.

A refund, replacement, resend, coupon, store credit, or other reasonable solution may be arranged after the case has been reviewed.

If a package arrives visibly damaged, please take photos of the package and product condition and contact us as soon as possible.

13. Sale, Discount and Promotional Products

Products purchased during sale, clearance, cashback, coupon, free shipping, launch offer, bundle, or other promotional campaigns may still be eligible for refund or replacement if they are damaged, spoiled, incorrect, defective, or unfit for consumption at the time of delivery or pickup.

However, promotional benefits, wallet cashback, coupons, discounts, and free shipping benefits may be reversed or adjusted if the related order is cancelled, refunded, partially refunded, returned, or adjusted.

Where a partial refund reduces the eligible order value below a cashback, free shipping, coupon, or promotion threshold, the related benefit may be adjusted accordingly.

14. Return Address

Please contact us before sending any return. Returns sent without prior approval may not be accepted.

GroceryMarkt
Laurinweg 15
85521 Ottobrunn
Germany

15. Need Help?

We are always here to help you.

Email: info@thegrocerymarkt.com
Phone: +49 1725403419
Address: Laurinweg 15, 85521 Ottobrunn, Germany