Refunds and returns cannot be processed at any of the superstore branches. If items were ordered via the website, please follow the procedure below.
It is highly recommended that orders are checked and stored correctly as soon as you receive them to preserve the quality and shelf life of your products.
We want our customers to be satisfied with their orders. If you are not happy with your order, please email us at info@atozfreshgrocery.com with your order number within 24 hours of collecting/receiving your order, and we will be in touch.
Non-Perishable Items
We are happy to refund non-perishable items within 7 days of purchase as long as they are unopened, resalable, and in the same condition as when purchased. To arrange a refund, please email us at info@atozfreshgrocery.com with your name and order number. We will then confirm the refund process.
Please note:
- All returned items are the responsibility of the customer until we confirm they have been received in a resalable condition.
- Items requiring a refund must be returned at the customer’s cost. Shipping costs will not be refunded.
- A refund will only be provided for the returned product once received in a resalable condition.
- Refunds will be processed within 7 days of receiving the item. Please allow up to 10 working days for the refund to reflect in your account.
- Refunds will only be made to the card used at the time of purchase.
If more than 7 days have passed since your purchase date, unfortunately, we cannot offer you a refund or exchange.
Perishable Items
Perishable items are non-refundable and include fresh products, items with a limited shelf life, or items that deteriorate quickly.
If your item is of poor quality or unfit for use, please send a picture along with your order number to info@atozfreshgrocery.com within 24 hours of receiving your order. Once we have received your request, we will notify you whether your refund request has been accepted or rejected.
Where possible, we appreciate it if you return the unfit item to our store at:
📍 734/736 Oxford Road, Reading, Berkshire, RG30 1EH, United Kingdom
We will then process the refund/exchange within 14 days accordingly.
Refunds (if applicable)
If approved, your refund will be processed within 14 days and returned to the credit card used at the time of purchase.
Late or Missing Refunds (if applicable)
If you have received confirmation from us that your refund has been processed but have not received it yet:
- Please check your bank account again.
- Contact your credit card company or bank—it may take some time before your refund is officially posted.
- If you have still not received your refund, please contact us at info@atozfreshgrocery.com.
Exchanges (if applicable)
We only replace defective or damaged items with the same item.
To arrange an exchange, please email info@atozfreshgrocery.com within 24 hours of receiving/collecting your order, along with your order number. An exchange will only be provided once we receive the damaged/defective item.
Where possible, defective/damaged items should be returned/posted to:
📍 24A Portman Road, Reading, Berkshire, RG30 1EA, United Kingdom
If the replacement cannot be collected at the time of return, the item will be posted free of charge (FOC).