Refund policy
Last updated: 5 October 2026
About this policy
This policy applies to consumer purchases from Raya Grocery Limited. It explains how to request a return, report a problem or cancel a fruit platter booking.
Nothing in this policy limits your statutory consumer rights.
For assistance, email info@rayagrocery.com.
Damaged, faulty or incorrect items
Please check your order when it arrives. If an item is damaged, incorrect, unsafe or not as described, contact us as soon as reasonably possible.
Please provide your order number or other proof of purchase, a description of the problem and photographs where practical. For food products, the batch number and best-before or use-by date can help us investigate.
Prompt notification is particularly helpful for fresh food, but it does not impose an additional deadline on your statutory rights.
We will investigate and provide the appropriate refund, replacement or other remedy required by law. We will cover reasonable return costs for faulty or incorrectly supplied goods and explain whether a return is necessary.
Please do not consume any product you believe is unsafe.
Changing your mind about an online order
For online purchases covered by the statutory cancellation right, you may cancel without giving a reason within 14 days after receiving your goods. You then have a further 14 days to return them.
To cancel, email info@rayagrocery.com with a clear statement that you wish to cancel and sufficient details to identify your order. You may also use the optional cancellation form in our Terms & Conditions.
Please contact us for the correct return address and instructions. You do not need our approval to exercise a statutory cancellation right.
Take reasonable care of the goods and package them securely for return. Please include the original packaging where possible. We may make a lawful deduction for any loss in value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.
Fresh food and other exceptions
The statutory change-of-mind cancellation right does not apply to goods liable to deteriorate or expire rapidly, such as fresh fruit, vegetables, freshly prepared desserts and fruit platters.
It may also exclude sealed goods that are unsuitable for return for health or hygiene reasons once unsealed, where the legal exception applies.
Food is not automatically excluded from returns simply because it is food. Eligible non-perishable groceries remain covered by the usual cancellation rules.
These exceptions do not affect your rights if goods are faulty, unsafe, incorrect or not as described. Discounted and sale items carry the same statutory rights as full-price items.
Fresh Produce – Damaged or Incorrect Items
If fresh fruit, vegetables or other perishable products arrive damaged, spoiled or incorrect, please contact us at info@rayagrocery.com as soon as reasonably possible.
Please include your order number, a brief description of the issue and photographs where practical.
We will review the issue and arrange an appropriate refund or replacement. In most cases, you will not need to return the affected produce.
This does not affect your statutory consumer rights.
Return postage
For eligible change-of-mind returns, you are responsible for return postage only where we informed you of this before purchase. Otherwise, we will bear that cost.
We cover reasonable return costs where goods are faulty, damaged on arrival or incorrectly supplied. Contact us so we can arrange an appropriate return method.
Refunds
For eligible change-of-mind cancellations, we will refund you within 14 days after receiving the returned goods or evidence that you have sent them back, whichever is earlier.
If you cancel your entire eligible order, we will also refund the standard outward delivery charge. If you chose a more expensive delivery service, we are not required to refund the additional cost of that upgrade.
Where a refund is due for faulty goods, we will make it without undue delay and within 14 days after agreeing that you are entitled to it.
Refunds will be made using the original payment method unless we expressly agree otherwise with you. We do not charge a refund processing fee. Your bank or payment provider may take additional time to display the credit.
Fruit platter changes and cancellations
Fruit platter bookings require full payment when booking. Please contact us as soon as possible if you need to change or cancel your order.
Changes to the date, quantity, fruit selection or delivery address are subject to availability. Any change in price must be agreed before proceeding.
Fresh fruit platters are perishable, so the usual 14-day change-of-mind cancellation right does not apply.
If you cancel before fulfilment, we will refund your payment less any reasonable, unavoidable loss directly resulting from the cancellation. We will take reasonable steps to reduce that loss and account for costs saved or amounts recovered through resale. We will explain any deduction, which will not exceed the booking price.
If we cancel your booking and cannot agree a suitable alternative with you, we will refund the cancelled booking in full, including its delivery charge.
Your statutory rights remain unaffected if the platter is faulty, not as described or not supplied as agreed.
Exchanges
If you would like to exchange an eligible item, please contact us to discuss availability and arrangements.
For faulty or incorrect goods, we will explain the remedies available to you without requiring you to place a new order to exercise your statutory rights.
Purchases at Borough Market
The statutory 14-day change-of-mind cancellation right does not apply to purchases made in person at our Borough Market stall.
If there is a problem with an item purchased at the stall, please contact us or speak to our team with your receipt or other proof of purchase. Your statutory rights concerning faulty, unsafe or incorrectly described goods still apply.
Contact us
Email: info@rayagrocery.com
Raya Grocery Limited
Stand 1, Stoney Street
Borough Market
London SE1 1TL
United Kingdom
Please contact us before posting goods so we can confirm the appropriate return address.