Refund & Returns Policy
Last Updated: June 2026
At EGGY Mart, we want you to be happy with your purchase. If there is an issue with your order, please contact our Customer Care Team and we will do our best to resolve it quickly.
1. Privacy & Cookie Policy
If you change your mind about an item, you may return it within 14 days of receiving your order for a refund, provided that:
The item is unopened, unused and in its original packaging.
The item is in a resaleable condition.
Proof of purchase is provided (order confirmation, receipt or invoice).
For hygiene and food safety reasons, we cannot accept returns of:
Food and drink products.
Chilled, frozen or perishable items.
Pet food, treats and supplements that have been opened.
Products with broken seals.
Personal care products that have been opened.
Customers are responsible for return postage costs unless the item is faulty or supplied incorrectly.
Refunds will be processed once the returned item has been received and inspected by our team.
2. Damaged, Faulty or Incorrect Items
We take great care when packing orders. However, if you receive a damaged, faulty or incorrect item, please contact us as soon as possible.
Ambient (non-perishable) products
Please report any issues within 48 hours of delivery.
Chilled or Frozen products
Please report any issues within 2 hours of delivery.
To help us investigate, please provide:
Your order number.
Photos of the item.
Photos of the packaging.
A brief description of the issue.
Depending on the situation, EGGY Mart may offer:
A replacement item.
Store membership points.
A partial or full refund.
All claims are reviewed individually, and EGGY Mart reserves the right to request additional information before making a final decision.
3. Missing Items
If an item is missing from your order, please contact us within 48 hours of delivery.
Please include:
Your order number.
A photograph of the contents received.
A photograph of the delivery packaging.
Please note that some orders may be shipped in multiple parcels. We recommend checking all packages before reporting missing items.
4. Out of Stock Items
Occasionally, an item may become unavailable after an order has been placed.
If this happens, EGGY Mart may:
Substitute the item with a similar product (if you have selected substitutions at checkout), or
Refund the unavailable item.
Refunds for out-of-stock products are usually processed within 1–3 working days after dispatch.
Please allow up to 7 working days for the refund to appear in your account, depending on your payment provider.
5. Pet Supplies Returns
Unopened pet accessories such as:
Collars
Leads
Harnesses
Toys
Beds
Clothing
Carriers
may be returned within 14 days of receipt, provided they remain unused and in their original packaging.
For hygiene reasons, we cannot accept returns of used pet products unless they are faulty.
6. Electrical Appliances
Small electrical appliances sold by EGGY Mart are covered by the manufacturer's warranty.
If you believe an appliance is faulty:
Contact our Customer Care Team.
Provide your order number and photographs or videos of the issue.
Follow any troubleshooting instructions provided.
Where a manufacturing fault is confirmed, we may offer:
A replacement product.
Repair under manufacturer warranty.
Refund where required under UK consumer law.
Damage caused by misuse, accidental damage, unauthorised modification or normal wear and tear is not covered.
7. Refund Processing Times
Approved refunds will be returned to the original payment method.
Typical processing times:
Card payments: 3–7 working days.
PayPal: 1–3 working days.
Alipay / WeChat Pay: up to 10 working days.
Other payment methods: subject to provider processing times.
8. Contact Us
EGGY Mart Customer Care
📧 operations@eggymart.com
📍 Wembley, London, United Kingdom
When contacting us, please include your order number and any relevant photographs to help us resolve your enquiry as quickly as possible.
Your Statutory Rights
Nothing in this policy affects your rights under the Consumer Rights Act 2015 or other applicable UK consumer protection laws.
This policy has been adapted for EGGY Mart's product range and follows common UK grocery e-commerce return practices.
Last Updated: June 2026
At EGGY Mart, we want you to be happy with your purchase. If there is an issue with your order, please contact our Customer Care Team and we will do our best to resolve it quickly.
1. Privacy & Cookie Policy
If you change your mind about an item, you may return it within 14 days of receiving your order for a refund, provided that:
The item is unopened, unused and in its original packaging.
The item is in a resaleable condition.
Proof of purchase is provided (order confirmation, receipt or invoice).
For hygiene and food safety reasons, we cannot accept returns of:
Food and drink products.
Chilled, frozen or perishable items.
Pet food, treats and supplements that have been opened.
Products with broken seals.
Personal care products that have been opened.
Customers are responsible for return postage costs unless the item is faulty or supplied incorrectly.
Refunds will be processed once the returned item has been received and inspected by our team.
2. Damaged, Faulty or Incorrect Items
We take great care when packing orders. However, if you receive a damaged, faulty or incorrect item, please contact us as soon as possible.
Ambient (non-perishable) products
Please report any issues within 48 hours of delivery.
Chilled or Frozen products
Please report any issues within 2 hours of delivery.
To help us investigate, please provide:
Your order number.
Photos of the item.
Photos of the packaging.
A brief description of the issue.
Depending on the situation, EGGY Mart may offer:
A replacement item.
Store membership points.
A partial or full refund.
All claims are reviewed individually, and EGGY Mart reserves the right to request additional information before making a final decision.
3. Missing Items
If an item is missing from your order, please contact us within 48 hours of delivery.
Please include:
Your order number.
A photograph of the contents received.
A photograph of the delivery packaging.
Please note that some orders may be shipped in multiple parcels. We recommend checking all packages before reporting missing items.
4. Out of Stock Items
Occasionally, an item may become unavailable after an order has been placed.
If this happens, EGGY Mart may:
Substitute the item with a similar product (if you have selected substitutions at checkout), or
Refund the unavailable item.
Refunds for out-of-stock products are usually processed within 1–3 working days after dispatch.
Please allow up to 7 working days for the refund to appear in your account, depending on your payment provider.
5. Pet Supplies Returns
Unopened pet accessories such as:
Collars
Leads
Harnesses
Toys
Beds
Clothing
Carriers
may be returned within 14 days of receipt, provided they remain unused and in their original packaging.
For hygiene reasons, we cannot accept returns of used pet products unless they are faulty.
6. Electrical Appliances
Small electrical appliances sold by EGGY Mart are covered by the manufacturer's warranty.
If you believe an appliance is faulty:
Contact our Customer Care Team.
Provide your order number and photographs or videos of the issue.
Follow any troubleshooting instructions provided.
Where a manufacturing fault is confirmed, we may offer:
A replacement product.
Repair under manufacturer warranty.
Refund where required under UK consumer law.
Damage caused by misuse, accidental damage, unauthorised modification or normal wear and tear is not covered.
7. Refund Processing Times
Approved refunds will be returned to the original payment method.
Typical processing times:
Card payments: 3–7 working days.
PayPal: 1–3 working days.
Alipay / WeChat Pay: up to 10 working days.
Other payment methods: subject to provider processing times.
8. Contact Us
EGGY Mart Customer Care
📧 operations@eggymart.com
📍 Wembley, London, United Kingdom
When contacting us, please include your order number and any relevant photographs to help us resolve your enquiry as quickly as possible.
Your Statutory Rights
Nothing in this policy affects your rights under the Consumer Rights Act 2015 or other applicable UK consumer protection laws.
This policy has been adapted for EGGY Mart's product range and follows common UK grocery e-commerce return practices.