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Return & Refund Policy

Thank you for choosing Urban Gro!

We’re committed to your satisfaction with every purchase. If something’s not right, we offer refunds for complaints raised within six (6) hours of delivery. Read on to understand how our refund process works. Please note that once payment is made for food items, orders cannot be cancelled on the delivery day. Refunds, when applicable, will be processed either to your Urban Gro wallet or your bank account, unless stated otherwise in this policy.

Refund Guidelines

If we can’t deliver a food item you ordered at the agreed time and your order is under £10, we’ll credit the amount to your Urban Gro wallet. You can use this credit instantly or save it for later. For orders over £10, you can choose a refund to your Urban Gro wallet or a direct bank transfer—whichever suits you. Bank refunds are processed within 48 hours once we verify your account details. If a delivered item doesn’t meet our quality standards, the refund will go to your Urban Gro wallet.

Note: All refunds and returns are reviewed individually, considering factors like item availability, logistics, and the validity of your complaint.

Eligibility for Refunds

• Perishable Food Items: This includes fresh goods like tomatoes, peppers, meat, fish, fruits, and vegetables. If you’re not happy with their quality, let us know within six (6) hours of delivery. To process your refund, we’ll need a complaint lodged on delivery day, along with photo or video evidence of the issue.
• Non-Perishable Food Items: Think grains (rice, beans, corn), roots (plantain, potatoes), tubers (yams), and dry goods (spices). You can request a return within 72 hours of delivery, but only if you’ve reported a valid issue within six (6) hours of receiving your order. Our team will verify your complaint, and we may ask for visual proof to ensure a seamless process.

Items Not Eligible for Return/Refund

We won’t accept returns or issue refunds for any food items—perishable or non-perishable—unless a valid complaint is submitted within 6 hours of delivery and confirmed by Urban Gro.

Delayed Refunds

Once we approve your refund, check your Urban Gro wallet or bank account to confirm it’s been processed. For bank transfers, allow a little time for your bank to reflect the payment. If you don’t see your refund, reach out to us at [support@urbangro.uk], via WhatsApp at [insert UK WhatsApp number], or call [insert UK phone number] for help.

Transportation Costs for Returns

If an item is faulty or you have a confirmed valid complaint, Urban Gro will cover the return shipping costs. However, if you change your mind or cancel an order after it’s been dispatched, you’ll need to cover the transportation costs yourself.