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Refund Policy

Effective Date: August 3, 2026

GrabZad wants you to be satisfied with every order. This Refund Policy explains when and how we provide refunds or replacements for grocery orders delivered in New Jersey.

1. Eligible Issues

We will refund or replace items that are:

  • Damaged, leaking, or crushed on arrival;

  • Spoiled, expired, or unfit for consumption at the time of delivery;

  • Incorrect (you received a different item than ordered without an approved substitution);

  • Missing from your delivered order.

2. How to Report an Issue

Report issues within the window that applies to the item type:

  • Perishable and temperature-controlled items (fresh, refrigerated, frozen): within 48 hours of delivery.

  • Shelf-stable food items (canned and dry goods): within 7 days of delivery.

  • Non-food items (household goods, utensils): within 30 days of delivery.

Reports made after the applicable window may not be eligible.

  • How: Email support@grabzad.com with your order number, the affected item(s), and a brief description.

  • Photos: For damaged or spoiled items, include clear photos of the item and packaging. We may be unable to process claims without photos.

3. Resolution

  • Approved claims are resolved with a replacement in your next order or a refund to your original payment method, at your choice where both are available.

  • Refunds are issued within 5–10 business days, depending on your bank or card issuer.

  • Missing items are refunded or credited in full.

4. Items Not Eligible for Return or Refund

  • Perishable goods (refrigerated, frozen, and fresh items) cannot be physically returned for food-safety reasons. Do not return them — report the issue with photos instead.

  • Items damaged after successful delivery (e.g., perishables left out after an authorized unattended delivery) are not eligible.

  • Change-of-mind returns of delivered groceries are not accepted.

  • Orders delivered to an incorrect address that you entered are not eligible for a refund. Please verify your delivery address before placing each order.

5. Package Theft

  • If your order is stolen after delivery to your designated location, report it within 48 hours with any available evidence (e.g., photos, delivery confirmation).

  • As a one-time courtesy per delivery address, we may refund or credit a first verified theft claim up to [$60].

  • Subsequent theft claims at the same address or on the same account are the customer’s responsibility, and we may require attended delivery for future orders. We may also report suspected theft to law enforcement.

6. Cancellations

  • Orders may be modified or cancelled free of charge until the order cutoff time shown at checkout.

  • After the cutoff, orders enter preparation and generally cannot be cancelled. If a late cancellation is accepted, a cancellation fee may apply equal to the value of perishable items that cannot be restocked.

  • To cancel, use your account or contact support@grabzad.com as soon as possible with your order number.

7. Substitutions

If an item is unavailable, we may offer a substitution according to your preferences at checkout. If you are not satisfied with a substituted item, report it within 48 hours for a refund of the difference or of the item.

8. Product Recalls

If a product you purchased is subject to a manufacturer or government recall, we will notify affected customers using the contact information on file and provide a full refund for the recalled item, regardless of the standard reporting windows above. Do not consume recalled products; follow the disposal or return instructions in the recall notice. Recall questions: support@grabzad.com.

9. Abuse of Policy

We reserve the right to deny claims that show a pattern of abuse, fraud, or excessive refund requests, and to require additional verification.

10. Contact

For refund questions, contact support@grabzad.com.