Refund & Cancellation Policy

1. Order Cancellation Before Shipment

• Before Dispatch: You may cancel your order free of charge at any time before it has been packed or dispatched by our fulfillment team. To request a cancellation, email eshop@asiangroceries.lt or call +370 616 76111 with your order number.
• Full Refund: If canceled before dispatch, a full 100% refund (including any delivery charges) will be automatically credited to your original payment method within 3 to 5 business days.
• After Dispatch: Once an order has been collected by the courier or dispatched for local transit, it cannot be canceled mid-transit. Standard return procedures will apply upon delivery for eligible non-perishable items.

2. Damaged, Defective, Spoiled or Missing Items

We pride ourselves on the quality of our groceries. In the rare event that an item arrives damaged, expired, spoiled, or missing:

• Notice Window for Fresh & Perishable Items: Any complaint regarding fresh produce, herbs, vegetables, paneer, dairy, or frozen items must be reported within 24 hours of delivery.
• Notice Window for Non-Perishable Items: Damaged or incorrect dry goods, rice, or spices must be reported within 48 hours of delivery.
• Required Information: To process your claim swiftly, please email eshop@asiangroceries.lt with:
  1. Your Order Number (#...)
  2. Clear photos of the damaged or spoiled item(s)
  3. A photo of the parcel shipping label and packaging
  4. A brief description of the issue
• Resolution: Upon verification, we will promptly provide your choice of an immediate refund to your original payment method or a complimentary replacement in your next order.

3. 14-Day Returns for Non-Perishable Goods

For standard, non-perishable grocery products (unopened spices, dry grains, packaged snacks, oils, kitchenware):

• You have 14 calendar days from the delivery date to initiate a return.
• Items must be unused, in their original intact packaging, with all seals, labels, and hygiene wrappers intact.
• Return shipping costs are the customer's responsibility, except where the return is due to an error on our part (wrong item sent or damaged in transit).
• Returns can also be brought directly to our store at Šaltinių g. 22, Vilnius, with proof of purchase.

4. Non-Returnable & Non-Refundable Items

In accordance with EU consumer protection legislation (Directive 2011/83/EU) and food safety hygiene standards, the following items are strictly non-returnable:

• Fresh fruits, vegetables, fresh herbs, and leafy greens.
• Refrigerated dairy products, fresh paneer, fresh sweets (mithai), and fresh batters.
• Frozen foodstuffs once dispatched.
• Food products that have been opened, unsealed, or partially consumed.
• Items where degradation occurred because the recipient was unavailable or failed to retrieve the parcel from a locker in a timely manner.

5. Refund Processing Timeline

• Once an authorized return is received and inspected at our Vilnius location, we will send an email confirmation of approval.
• Approved refunds are issued to the original method of payment (Shopify Payments / credit card).
• Bank processing times typically take between 3 and 7 business days depending on your card issuer.