Return Policy
Last updated: November 2026
We want you to be happy with every order from Urban Grocer. If something is wrong with your order, this policy explains what you can do and how we will help.
When we will make it right
Please contact us if your order arrives:
- Damaged or in poor condition
- Different from what you ordered
- Incomplete, with one or more items missing
- Expired, or too close to its expiry date to be used
How to report a problem
- Contact us as soon as possible after delivery, ideally within 24 hours, on WhatsApp at +92 347 4786071 or by email at info@urbangrocer.store.
- Share your order number and the name of the affected item(s).
- Send clear photos of the product and its packaging, and of the expiry date where relevant.
Reporting quickly helps us check what happened and fix it faster.
What we can offer
After checking your report, we will offer one of the following and confirm it with you:
- A replacement of the item
- A refund for the item, to your original payment method where possible
- Store credit for a future order
Items we cannot take back
- Fresh and perishable items such as fruits, vegetables, dairy, bakery and frozen food, unless they were damaged, spoiled or incorrect when they arrived
- Products that have been opened, used or are no longer in their original packaging, unless they were faulty or unsafe
- Personal care, health and hygiene products that have been opened or used, unless they were incorrect, damaged or expired, for safety and hygiene reasons
- Returns made only because you changed your mind about an item you ordered correctly
Cancelling an order
If you want to cancel or change an order, contact us as early as you can. We can usually help before your order is dispatched, but once it is out for delivery it may not be possible to cancel.
Missed deliveries
If our rider cannot reach you or no one is available to receive the order, we may contact you to arrange another delivery. Additional delivery charges may apply.
Contact us
- Address: Umar Chowk
- WhatsApp / Phone: +92 347 4786071
- Email: info@urbangrocer.store
- Website: urbangrocer.store