Return & Refund Policy

Direct2Home.shop – Online Grocery & Household Store

Last Updated: 1 December 2025

We want you to be 100% happy with every order. Here’s our simple and clear Return & Refund Policy:

1. Non-Returnable Items (For Hygiene & Safety Reasons)

The following items cannot be returned or exchanged:

• Fresh fruits & vegetables
• Dairy products, milk, eggs, yoghurt, cheese
• Meat, fish, poultry
• Bakery items, bread, cakes
• Frozen & chilled foods
• Baby food & formula
• Personal care items (soaps, shampoos, sanitary pads, diapers once seal is broken)
• Any item with broken seal/tamper-proof packaging

2. Returnable Cases (Eligible for Return / Replacement / Refund)

You can request a return within 24 hours of delivery only if:

• Wrong item delivered
• Expired or near-expiry product received
• Damaged, leaked, or spoilt product
• Missing items from your order
• Product quality is genuinely poor (e.g., rotten fruits, mouldy bread, sour milk)

3. How to Raise a Return Request

1. Take clear photos/videos of the issue.
2. Contact us within 24 hours via:
• WhatsApp / Phone: 0036307519933
• Email: direct2home23@gmail.com
• In App
3. Mention your Order ID and explain the problem.

We will verify and respond within 1–2 hours (usually much faster).

4. Resolution Options

We will offer one of the following (your choice):

• Free replacement in the next delivery
• Refund to original payment method (within 3–7 business days)

5. Refund Timeline

6. Cancellation Policy

• You can cancel your order for a full refund before it is “Packed” or “Out for Delivery”.
• Once packing starts, cancellation is not allowed because perishable items are already picked.

7. Pick-Up of Returned Items

• Our delivery partner will collect the faulty item free of cost during the same day or next day.
• Please keep the item and original packaging ready.

8. Abuse of Return Policy

We reserve the right to deny returns or block accounts in case of repeated false claims or misuse.

Contact Us for Any Return/Refund Help

Direct2Home Email: direct2home23@gmail.com

 Phone/WhatsApp: 0036307519933

Address: 1077 Budapest, Wesselényi Street 51, Basement Floor 1

We reply super fast – usually within minutes!

Thank you for shopping at Direct2Home.shop We’re here to make your grocery experience hassle-free!