Refund and Returns Policy
Effective Date: 20th October,2025
Business Name: Asian Grocery Shop
Address: Kansankatu 17, Rovaniemi 96200, Lapland, Finland
Email: [email protected]
Website: asiangroceries.fi
1. Overview
At Asian Grocery Shop, your satisfaction is important to us.
We follow the EU Consumer Rights Directive (2011/83/EU) and Finnish Consumer Protection Act, which give customers the right to return or cancel orders in certain cases.
Please read the following policy carefully to understand your rights and our procedures for refunds, returns, and cancellations.
2. Perishable Goods
Due to hygiene and safety reasons, perishable grocery items such as:
- Fresh fruits and vegetables
- Frozen or chilled foods
- Meat, fish, dairy, or bakery items
- Any opened or temperature-sensitive products
❌ cannot be returned or refunded unless:
- The product arrived damaged,
- The wrong item was delivered, or
- The item was expired at the time of delivery.
In such cases, please contact us within 24 hours of delivery, and we’ll issue a replacement or refund.
3. Non-Perishable Goods
We accept returns for non-perishable and unopened items (e.g., packaged groceries, canned items, dry goods, household products) within 14 days of delivery, as per EU law.
Conditions for Return:
- The product must be unused, unopened, and in original packaging.
- You must provide proof of purchase (order number or invoice).
- Return shipping costs are the responsibility of the customer, unless the product was faulty or incorrect.
4. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 24 hours of delivery at [email protected] with:
- Your order number
- A clear photo of the item and packaging
Once verified, we will:
- Send a replacement item (if available), or
- Issue a full refund, including any delivery costs.
5. Refund Process
Once your return is received and inspected, you’ll be notified by email.
If your return is approved:
- A refund will be issued to your original payment method.
- Refunds typically take 5–10 business days to appear in your account.
If your return does not meet our criteria (e.g., opened, expired, or perishable item returned), we reserve the right to reject the refund request.
6. Order Cancellation
a. Before Dispatch
You may cancel your order before it has been dispatched by contacting us at [email protected].
A full refund will be issued.
b. After Dispatch
Once your order has been dispatched or is out for delivery, it cannot be canceled, especially for perishable goods.
7. Right of Withdrawal (EU Law)
Under EU law, customers have a 14-day right of withdrawal for most goods purchased online.
However, this right does not apply to perishable goods or products that deteriorate quickly.
For eligible products, you may withdraw from your purchase within 14 days after receiving the goods, without giving any reason.
To exercise this right, you must notify us in writing via email at [email protected]
8. Return Shipping Instructions
To return eligible products, please send them to:
📦 Asian Grocery Shop
Kansankatu 17, Rovaniemi 96200, Lapland, Finland
Include the following in your return package:
- Your order number
- Full name and contact information
- A short note describing the reason for return
We recommend using a trackable shipping service. We are not responsible for returns lost in transit.
9. Exceptions
Refunds and returns will not be accepted if:
- The item is opened or used.
- The item is perishable or temperature-sensitive.
- The return is requested after 14 days from delivery.
- The customer fails to provide proof of purchase.
10. Contact Us
For questions or return requests, please contact us:
📧 Email: [email protected]
📞 Phone: [Insert phone number, optional]
📍 Address: Kansankatu 17, Rovaniemi 96200, Lapland, Finland
We’ll do our best to respond within 24–48 hours.
✅ Complies with:
- EU Consumer Rights Directive (2011/83/EU)
- Finnish Consumer Protection Act
- GDPR data handling for customer information