General
These Product Terms & Conditions shall be governed by and construed in accordance with the laws of Malaysia and any disputes will be decided only by the Malaysian courts.
If any of these Product Terms & Conditions are held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Product Terms & Conditions which will continue to be valid and enforceable to the fullest extent permitted by law.
This Great Grocer Online Shopping website is owned and operated by Great Grocer (Malaysia) Sdn Bhd (Registration 202101002132 (1402430V))
Please read these Product Terms & Conditions carefully as they affect your rights and liabilities under the law and set out the terms under which we make the products available to you ("Product Terms").
Prices
Please note that the prices on Great Grocer Online Shopping website are guide prices only and are only approximate. The total guide price shown in the Customer’s shopping cart may differ from the Customer’s final payment.
The actual price the Customer pays will be the price charged in store at the time the Customer’s order is picked or send for delivery.
At the time of delivery the price of certain items may differ from the price quoted on the Great Grocer Online Shopping website. If the value of the items delivered is higher than the value stated in the order confirmation or if the Customer considers that the difference between the price charged and the guide price shown on the Great Grocer Online Shopping website is unacceptable, the Customer has every right to reject the goods. The amount for the goods that are rejected shall not be charged to the Customer’s payment card, if the Customer has provided payment card details in advance in order to pay online.
When requesting goods by weight, we reserve the right to supply goods with a weight difference. However, we shall make every effort to ensure the weight difference is minimal and as close to Customer’s request.
Availability
The cost of the services is not included in the price of the goods. The information about the cost of the services is available on the Great Grocer Online Shopping website once the Customer books a delivery service.
The availability of the goods presented on the Great Grocer Online Shopping website depends on stock in and we do not guarantee the availability of goods.
In order to ensure that goods are available to all customers, we have the right to set maximum limits in advance for the purchase of individual items by a single Customer. For example, if the Customer makes an order of 10kg of fish which would use up all the stock of that store, the store may only allow 5kg of fish.
The Customer shall always be notified in advance if the goods requested cannot be delivered by reason that it has exceeded the maximum or restricted limit.
Acceptance
There will be no contract of any kind between the Customer and us unless and until we actually dispatch the goods to Customer. Customer’s order is an offer to buy from us. Nothing that we do or say will amount to any acceptance of that offer until we actually dispatch the goods to Customer. At any point up until then, we may decline to supply the goods to Customer without giving any reason. At the moment that the goods are dispatched (and not before), a contract will be made between us and Customer, and Customer will be charged for the goods.
The Great Grocer Online Shopping service is available for non-commercial and domestic use only. We reserve the right to refuse orders from businesses or that we consider are for commercial or other non-domestic concerns.
To ensure availability of all our products customers may be limited to a maximum number of items.
Delivery time
Delivery time will be made to the address specified by Customer on the completion of the successful payment.
We will deliver Customer’s order to the main entrance of the delivery time address. At Customer’s request, our driver may carry Customer’s order into the delivery time address, for example, to a particular floor in an apartment block or into the kitchen but only if: a) the driver has the Customer’s permission, b) the driver believes that it is safe and practical to do as Customer requests, c) there is no obstacle preventing entrance, for example a locked main door. We always reserve the right to deliver only to the main entrance of the delivery time address.
The Great Grocer Online Shopping delivery time service is available in selected areas. To check whether we deliver in your area.
Deliver times will be agreed with the Customer at the time of placing order and booking a delivery slot. Great Grocer will fulfil the delivery within Two hours from the booked time slot
All goods must be received by an adult aged 18 years or over. If the driver has doubt over the age of the person receiving the goods, he is entitled to ask such person to show an identity card to prove his/her age. If the person is shown not to be over 18 and no other person can receive the goods, we shall not hand over the goods.
If there is nobody qualified to receive the goods at the agreed time and place specified by the Customer, we will leave notification of attempted delivery time and Customer will need to contact customer services to re-arrange delivery time .
If Customer requests for redelivery, we are entitled to charge for providing the service.
Whilst we make every effort to deliver all Customer goods in the agreed time, we will not be liable if it fails to do so in part or in full due to circumstances beyond its control.
Failed Delivery Time
Our riders will only wait for ten (10) minutes once they arrive at your selected delivery address. If you are unable to collect your Goods and/or refuse/delay/fail to respond to our communications regarding Goods collection within this time-frame, the Order will be classified as a ‘failed delivery’ and the rider will return to the Premises with all the items. Service fee and delivery charges are still applicable and chargeable.
If you fail to accept delivery of the Goods delivered to you, during the time of delivery; or
if we are unable to deliver at the selected delivery period due to your failure to provide sufficient and/or appropriate instructions, then such Goods shall be deemed delivered to you and all risk and responsibility in relation to such Goods shall pass to you. Any storage, insurance and any other cost or expense that we incur as a result of the inability to deliver shall be your responsibility and you shall indemnify us in full for such cost.
In such cases, we always reserve the right to cancel your Order and/or have your items sent back to the store.
At the time of Delivery of Goods, you must ensure adequate arrangements, including access where necessary, are in place for the safe delivery of such Goods.
We or our rider shall not be held liable for any loss, damage, cost or expense incurred to such Goods or premises:
your failure to provide adequate access or arrangements for delivery;
at your request to complete the delivery procedure due to your absence whereby leaving the Goods at your doorsteps, lobby, guardhouse or designated recipient;
your request to deliver the Goods to the Delivery Address.
Your Goods will be delivered to the delivery address you provided in the checkout cart of our Website. We always reserve the rights to deliver your Order only to the main entrance of your delivery address (such as the lobby of your apartment or condominium).
With your express consent, you may request our rider to deliver your Goods to the particular floor of your delivery address or into your kitchen or living space at your own risk.
Cancellation
We may cancel your Order if your product(s) is not available for any reason. You are entitled for refund at the price which you have paid during checkout cart via online payment, subject to the period of time your bank required to arrange such refund.
Return And Refund policy
Inspection of Goods Upon Delivery
You are advised to check, inspect and examine your items upon delivery. Our rider will assist you in this process. You are entitled to reject items that you deem unacceptable by giving reason to our rider. Great Grocer reserve the rights to approve or disapprove your request and our decision is final. The total price of all such rejected items will be deducted from your Total Bill upon approval from Great Grocer management, net of discount.
We allow you to reject the following category of Goods within the specific time:
Perishable Goods and Semi Perishable Goods (example fish, vegetables, dairy products, etc.) – at the time of delivery;
Non Perishable Goods (example canned products, dry goods etc) – at the time of delivery OR within three (3) days from the delivery date of the Goods.
If you are dissatisfied with the items delivered or are unable to receive the items you ordered, we will not proceed with a redelivery of your desired items or aid you in exchanging your items free of charge. In such cases, you may proceed with making a separate order that includes your desired items.
Rejection of Goods After Delivery
In the unlikely event that after completion of delivery, you find products that are deemed unacceptable by you, you have the right to submit an item rejection complaint, providing reasons why the product(s) are not acceptable to our customer service within three (3) days from the date of Delivery. Any request for refund made after three (3) days shall be invalid and shall not be processed by Great Grocer. If your refund request is approved, we shall notify you on the date and time that our rider will collect the rejected items from you without any charges. The refund will only be processed after the rejected items have successfully been collected by Great Grocer.
We reserve the rights to request from you proof of damaged, substandard or missing Goods (photograph). All proof must also be provided to us within three (3) days from the date of Delivery for refunds to be considered. Refunds will be made at our sole discretion and will only be processed upon our review and successful verification of proof and/or collection of the item(s) from you by our rider. We will provide status update on the refund to you via email as soon as practical.
In the unlikely event that after completion of delivery, you find products that are deemed unacceptable by you, you have the right to submit an item rejection complaint, providing reasons why the product(s) are not acceptable to our customer service within three (3) days from the date of Delivery. Any request for refund made after three (3) days shall be invalid and shall not be processed by Great Grocer. If your refund request is approved, we shall notify you on the date and time that our rider will collect the rejected items from you without any charges. The refund will only be processed after the rejected items have successfully been collected by Great Grocer.
We reserve the rights to request from you proof of damaged, substandard or missing Goods (photograph). All proof must also be provided to us within three (3) days from the date of Delivery for refunds to be considered. Refunds will be made at our sole discretion and will only be processed upon our review and successful verification of proof and/or collection of the item(s) from you by our rider. We will provide status update on the refund to you via email as soon as practical.
Refund of money paid on the Unaccepted Item
We shall review your claim at our sole discretion. After being approved by our management, such refund shall be made in accordance to the following payment method upon placement and/or completion of your Order:
(i) Payment via credit card or debit card
We will notify you via email on the approval of refund and you are advised to check with your issuer bank on the status of refund (each issuer bank will have different time period to reflect the refund sum in the bank account/ statement).
(ii) Cash on Delivery or e-wallet
We will send you a voucher/promo code via email within five (5) working days from the date of approval of refund. This voucher/promo code will entitle you to a discount on your next order equivalent to the refund amount.
If for any other reason you are not satisfied with the service we provide, you can rate the service through the Website or App.
All refunds for orders will be processed net of discount. For example, if you used a 10% discount voucher for your order and would like to reject an item which has an original price of RM5, your final refund amount for the item will be RM4.50.
If you have an order query, please e-mail us at eshop@greatgrocer.my
The Great Grocer Online Shopping website is operated by Great Grocer Sdn Bhd (Registration 202101002132 (1402430V)) of 139-G Tanmin Boulevard, Jalan 3/1, Taman Meranti Jaya, 47100 Puchong, Selangor.
