Refunds and Return Policy for CSI Grocery (csigrocery.com)
At CSI Grocery, we value customer satisfaction and are committed to ensuring that your shopping experience is smooth and hassle-free. Our Refunds and Return Policy outlines the procedures for returning products and receiving refunds in accordance with Nigerian law, including the Federal Competition and Consumer Protection Act (FCCPA).
1. Eligibility for Returns
You can return items within 7 days of receipt of delivery if:
• The product is damaged, defective, or incorrect.
• The product has not been used or opened and is in its original condition with all tags, packaging, and labels intact.
• Perishable goods such as food items are not eligible for return unless they were delivered in a defective or spoiled state.
Non-returnable items include:
• Perishable goods, such as baby food, fresh groceries, and dairy products.
• Personal care products such as diapers, wipes, and toiletries that have been opened.
• Items with broken seals or tampered packaging.
2. How to Initiate a Return
To initiate a return, please follow these steps:
• Contact our customer service team at [customer care email/phone] within 7 days of receiving your order.
• Provide your order number, a detailed description of the issue, and photos of the damaged/incorrect item (if applicable).
• Our team will guide you through the return process and provide you with a return authorization.
3. Return Shipping
• For damaged or defective products, CSI Grocery will cover the cost of return shipping. We will arrange for the collection of the product from your location.
• For all other returns (e.g., incorrect items), customers will be responsible for the return shipping costs unless otherwise advised by our customer service team.
4. Refund Process
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved:
• A refund will be issued via your original payment method or another agreed method within 14 business days.
• In the case of cash on delivery (COD), refunds will be processed via bank transfer or store credit.
• Refunds for shipping costs will only be provided if the return is due to a mistake on our part (i.e., wrong or defective item).
5. Replacement Policy
In the event that you receive a damaged or incorrect product, CSI Grocery will replace the item at no additional cost. If a replacement is not available, you may choose between:
• A full refund, or
• Store credit for future purchases.
6. Exceptions and Special Cases
• Perishable Items: Due to the nature of perishable goods, we cannot offer returns or refunds for items that have expired after delivery, unless they arrived in a defective or spoiled state.
• Sale or Promotional Items: Only regular-priced items may be refunded. Unfortunately, sale or discounted items cannot be refunded unless they are faulty.
7. Contact Us
If you have any questions about our Refunds and Return Policy, please contact our customer support team at:
• Email: [email protected]
• Phone: +234-9043178236
Thank you for choosing CSI Grocery for your baby essentials and grocery needs.
This policy is compliant with the provisions of the Federal Competition and Consumer Protection Act and other applicable laws in Nigeria.