Returns & Refunds
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How to cancel an order, return something you have received, and when to expect your money back.
Cancelling before delivery
You can cancel free of charge from My Orders at any point up to dispatch — that is, while the order is Placed, Confirmed, or Packed.
Once an order is Shipped, the cancel button is no longer available because the parcel is already with the courier. Contact Support and we will either intercept it or treat it as a return once it reaches you.
Returning after delivery
Return windows are set per product and shown on the product page before you buy. Where a product is returnable, the window starts on the day it is delivered.
To be accepted, the item should be:
- Unused and in the condition you received it.
- In its original packaging, with tags, manuals, and free gifts included.
- Accompanied by the invoice or order number.
What cannot be returned
For hygiene, safety, and legal reasons, some items are non-returnable unless they arrive damaged, defective, or are not what you ordered:
- Innerwear, swimwear, and personal grooming products.
- Opened cosmetics and perishable groceries.
- Made-to-order and personalised items.
- Digital products and gift cards.
This never limits your rights where an item is faulty or misdescribed — those are always returnable.
Damaged, defective, or wrong item
Tell us within 48 hours of delivery, with photographs. We will arrange a free pickup and send a replacement or a full refund, including any delivery charge you paid. You will not be charged a return fee in these cases.
Refunds
- Prepaid orders — refunded to the original payment method. Banks typically take 5–7 working days to post it after we release it.
- Cash on Delivery — refunded to your LocalGrow wallet immediately, or to a bank account you provide.
- Cancelled before dispatch — refunded in full, including delivery charges.
If a coupon was applied, the refund reflects what you actually paid. Coupons are not re-issued unless the cancellation was our fault or the seller's.
Delivery charges on returns
Where the return is because the item was faulty, damaged, or incorrect, we pay the return shipping. For a change-of-mind return, the original delivery charge is not refunded.
Need help?
Open the order in My Orders and use the help option there, or reach us through Support.