Refund and Returns Policy

Effective Date: October 31, 2026

At XHAAT, we are committed to providing you with the freshest and highest quality groceries. We understand that occasionally, things might not go as planned. This Refund and Returns Policy outlines how we handle issues with your grocery orders to ensure you have a satisfactory shopping experience.

1. Perishable Items (Fresh Produce, Meat, Dairy, Bakery, & Frozen Foods)

Due to health, safety, and hygiene standards, we do not accept physical returns of perishable goods once they have been delivered.

However, if you are unsatisfied with a perishable item due to damage, spoilage, or receiving an incorrect product, we are happy to offer a refund or store credit.

• Notification Window: You must report any issues with perishable items within 24 hours of delivery.
• Requirements: We may request a photograph of the damaged or spoiled item, along with your order number, to process your claim.
• Resolution: Approved claims will be resolved via a refund to your original payment method or XHAAT store credit, depending on your preference.

2. Non-Perishable Items (Pantry Staples, Packaged Goods, Beverages, & Household Items)

We accept returns and refund requests for non-perishable grocery items within 7 days of delivery.

• Condition: To be eligible for a return or refund, non-perishable items must be unused, unopened, in their original packaging, and in the same condition that you received them.
• Exclusions: Items that have been opened, partially consumed, or damaged after delivery are not eligible for a refund.

3. Missing or Incorrect Items

We carefully pack every order, but mistakes can happen. If an item is missing from your delivery or you received the wrong item:

• Please contact us within 48 hours of receiving your order.
• For missing items, we will issue a direct refund for the purchase price of the item.
• For incorrect items, we will issue a refund, and you may keep or dispose of the incorrect item as you see fit.

4. Substituted Items

If an item you ordered is out of stock, our team may substitute it with a similar product of equal or greater value (if you opted-in for substitutions during checkout).

• If you are unsatisfied with the substituted item provided, please contact us within 24 hours of delivery, and we will issue a full refund for that item.

5. How to Request a Return or Refund

To initiate a refund, return, or report an issue with your order, please follow these steps:

1. Contact Us: Reach out to our customer support team immediately.
2. Provide Details: Include your Order Number, the name of the item(s) in question, and a brief description of the issue.
3. Attach Photos: For damaged, spoiled, or incorrect items, please attach clear photographs to help us expedite your request.

6. Refund Processing Timeline

• Once your refund request is approved, it will be processed immediately on our end.
• Store Credit: If you choose store credit, it will be available in your XHAAT account instantly.
• Credit/Debit Cards: Refunds to your original method of payment may take 3 to 7 business days to reflect on your bank or credit card statement, depending on your financial institution’s processing times.

7. Order Cancellations

• Before Processing: You may cancel or modify your order for a full refund at any time before our warehouse begins picking and packing your items.
• After Processing: Once an order is actively being packed or is out for delivery, it cannot be canceled. If you refuse delivery at the door, a restocking fee may apply, and perishable items will not be refunded.

8. Contact Information

For any questions regarding refunds, returns, or order issues, please reach out to our support team:

XHAAT

Contact Form: https://xhaat.com/contact/

Phone: 347-400-8801