We want you to be happy with every order. If there is a problem, we will help. Read this simple guide to returns, refunds and exchanges.
What can be returned
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Items that arrive damaged, wrong, or spoiled.
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Unopened, unused items in their original pack (only when allowed).
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Food items (honey, ঘি, খেজুর গুড়, dates, oils, nuts, masala) can only be returned if they are damaged, contaminated, or not what you ordered.
Time limits
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Report damaged, spoiled, or wrong items within 48 hours of delivery.
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For other return requests, contact us within 7 days of delivery.
How to request a return or refund
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Go to our contact page: https://neogrocer.net/contact-us/.
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Send your order number, a short note, and clear photos of the item and the package.
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Tell us if you want a refund, replacement, or exchange.
What we do next
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We will check your request and reply within 48 hours.
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If approved, we will tell you the next steps for return or replacement.
Refunds
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Refunds are made to the original payment method whenever possible.
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After approval, refunds take 7–14 business days to show in your account.
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For cash-on-delivery orders, we offer bank transfer or store credit as a refund option.
Replacements & exchanges
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If we sent the wrong item or it arrived damaged, we will replace it at no extra cost (subject to stock).
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Exchanges for change-of-mind depend on stock and may need the customer to cover return shipping.
Shipping for returns
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If the return is due to our mistake (wrong or damaged item), we pay the return shipping.
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For other returns, the customer may need to pay the return shipping cost.
Cancellations
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You can cancel an order before it ships. Contact us right away via the contact page. If the order already shipped, follow the returns steps above.
Non-returnable items
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Opened or used food items (unless damaged or spoiled).
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Special or custom orders, unless otherwise stated.
Quality promise
We check every order before it ships. If something goes wrong, tell us. We will fix it or give a refund.
Need help?
Contact us at: https://neogrocer.net/contact-us/
Please include your order number and photos. We will help quickly and kindly.