Last updated: 27 October 2026
We want your groceries to arrive fresh, correct and handled with care. This policy covers damaged, missing, incorrect or poor-quality items, substitutions and cancellations.
How to report an issue
Please check your groceries when they arrive or when you collect them. For perishable items, please contact us as soon as possible, preferably the same day and within 48 hours of delivery or collection. For non-perishable items, please contact us within 7 days. These reporting windows help us investigate promptly; they do not remove your statutory rights, including where a defect could not reasonably have been discovered earlier.
Please use our Contact page and include your order number, the affected item and quantity, a short description and clear photos where possible. A video of opening your order is not required. Opening or cutting produce to discover a defect does not by itself invalidate a claim.
Store products according to their labels after receiving them. Do not consume anything that appears unsafe. Keep packaging where practical and contact us before returning an item. We will not require unsafe food to be retained. Neither our business address nor a condo collection point is an authorised returns location unless we agree this with you first.
Response and refund times
- We aim to acknowledge claims within 1 working day of receiving them.
- We aim to assess straightforward claims within 3 working days after receiving the information needed. If further investigation is required, we will explain and keep you updated.
- After approval, we aim to initiate the refund within 3 working days.
- Once initiated, please allow an estimated 5–14 working days for your bank or payment provider to credit the refund. Timing varies by payment method and provider. Contact us if the refund has not appeared after that period so we can help trace it.
For these service targets, working days are Monday to Friday, excluding Malaysian public holidays. This is separate from our delivery schedule, which operates on weekends and public holidays. These are service targets, not restrictions on your consumer rights.
Refunds and replacements
For an approved claim, we will provide an appropriate refund or an available replacement, respecting your rights under applicable law. Refunds cover the affected quantity at the price actually paid, including applicable discounts. Where the issue is our responsibility, we cover any necessary replacement delivery or collection costs.
Refunds will be returned to the original payment method wherever supported. If that is not possible, we will agree a suitable alternative with you. We will not require you to accept store credit instead of a refund.
Natural differences in size, shape and colour are normal for produce, but do not excuse unsafe, rotten or materially misdescribed goods. Change-of-mind returns for perishable groceries are generally not accepted. This does not limit remedies for faulty goods; later claims and storage-related issues are assessed individually.
Unavailable items and substitutions
We will contact you before replacing an unavailable item and explain the alternative’s size, quantity and price. You may approve the alternative or choose a refund. If we cannot reach you before dispatch, we will leave the item out and refund it rather than substitute without permission.
We will not change products affecting declared allergies, dietary needs or specified requirements without your express approval. We will refund any lower price difference; a higher price requires your approval before any additional charge.
If we remove an unavailable item, we will honour the delivery fee originally agreed, even if the remaining order falls below a free-delivery or reduced-fee threshold. Customer-requested removals before preparation may require delivery fees to be recalculated; we will explain this first.
Cancellations and changes
You may cancel for a full refund before we start preparing your order. Please contact us promptly with your order number. We will confirm the cancellation and refund any payment received, including the delivery fee if the entire order is cancelled.
After preparation begins, we will try to accommodate your request. If costs have already been incurred for specially prepared or perishable items, we will explain the proposed treatment and seek agreement. We do not impose undisclosed automatic cancellation charges or blanket forfeiture. After dispatch, change-of-mind cancellation is generally unavailable for perishable items, without affecting rights relating to faulty goods or delivery failures.
The midnight ordering cutoff determines the earliest fulfilment date; it is separate from when preparation starts. An order awaiting a weekly or fortnightly route may still be cancelled before preparation begins.
If we cannot fulfil an item, we will refund it. If we cancel the entire order, we will refund the delivery fee too. For a material delay, we will offer a revised date or cancellation and refund of the unfulfilled portion. We will not increase your delivery fee because of our stock shortage.
Condo collection
Same-day collection and missed-collection arrangements are explained in our delivery and collection guide. Missing collection does not trigger automatic forfeiture or a blanket no-refund rule.
Your consumer rights
Nothing in this policy excludes or limits rights available under applicable Malaysian consumer law.
Mema’s Grocer is operated by GL Commerce Sdn. Bhd. [202301038798 (1532718-X)]. Business details and terms.