1. 100% Freshness Guarantee & Refund Policy

At MivarMart Supermarket, our goal is 100% customer satisfaction with every basket. We understand that food quality matters deeply to your family, which is why we offer a straightforward, hassle-free refund policy.

2. Damaged, Defective, or Substandard Fresh Goods

If any grocery item you receive arrives damaged, past its prime, or missing from your order:

1. Contact our Customer Support within 24 hours of delivery.
2. Share your Order Number (e.g., MIVA-YYYYMMDD-XXX) and a quick photo of the affected item via email or chat.
3. Our team will immediately process a full refund back to your original payment method or credit your MivarMart account wallet.

3. Missing or Substituted Items

If an item was marked out-of-stock and not substituted, or if a substituted product did not meet your expectations, you are entitled to an immediate refund for the full cost of that product.

4. Refund Processing Timelines

• Store Credit / Wallet: Processed instantly upon approval.
• Credit / Debit Card: Processed within 1 to 2 business days. The funds typically reflect on your bank or credit card statement within 3 to 7 business days depending on your financial institution.
• Delivery Fees: If an entire order is canceled before fulfillment or fails to arrive due to store error, your delivery fee will be refunded in full.

5. Non-Refundable Items

Refunds cannot be issued for:

• Items spoiled due to incorrect customer home storage after successful handover.
• Orders left unattended for prolonged periods upon customer's explicit request.
• Gift cards and clearance items marked as final sale.

6. How to Request a Refund

To request assistance with an order, please email support@mivarmart.com with your order number or use the Help & Support button in your account dashboard.