Cancellation & Refund Policy

We currently offer scheduled delivery to selected postcodes only: 4209, 4208, 4210, 4207.

Your next available delivery date will be shown at checkout.

Our Promise

At Family Bazar, we want you to receive fresh, quality groceries every time. If there is an issue with your order, we are here to help.

1. Order Cancellation

Before Dispatch:
You can cancel your order by emailing or WhatsApping us before we have packed and dispatched it. Orders are packed the night before delivery. Please contact us as soon as possible.

After Dispatch:
Once your order has been packed and dispatched with our driver, it cannot be cancelled.

We reserve the right to cancel an order due to stock unavailability, supplier issues, or system errors. If we cancel, you will receive a full refund.

2. Fresh, Frozen & Chilled Items - Freshness Guarantee

Due to food safety and hygiene, we cannot accept returns for:

Fresh vegetables, dairy, and chilled items
Frozen products
Opened or partially used food packs
Products stored incorrectly after delivery

However, we guarantee freshness. If you receive a product that is:

Damaged in transit
Expired
Spoiled or not fit for consumption
Wrong item

Please contact us within 3 hours of delivery with your order number and a clear photo/video.

We will arrange a replacement on our next delivery day. If an item is unavailable, we will inform you and refund that item.

3. Pantry & Grocery Items

For unopened, unused pantry items (rice, flour, spices, snacks):

Notify us within 24 hours of delivery
Product must be in original, sealed packaging
Proof of purchase required

We cannot accept returns if the product has been used or custom-made for you.

4. Wrong, Missing or Damaged Items

If we sent the wrong product, missed an item, or the item arrived damaged:

Take a photo immediately after opening
Notify us within 3 hours of delivery
We will review and arrange a replacement or refund

5. Returns Process

Where a return is approved for non-perishable items:

You must return the goods in original condition
Please refer to your invoice for return instructions
For issues related to local manufacturer products, we may need to return the product to the supplier to determine the issue, or refer you to them for assistance.

6. How Refunds Work

Approved refunds are issued to your original payment method (Shopify / PayPal).

We do not use a Rewards Wallet system.

Refunds typically take 2-5 business days to appear, depending on your bank.

Delivery charges are non-refundable unless the entire order is cancelled by us.

7. No Returns for Change of Mind & Offers

We do not accept returns or cancellations for: