Return Policy
1.1 If purchase instructions state that the coupon cannot be refunded, it cannot be refunded no matter it expires or not.
1.2 If purchase instructions doesn’t specify anything about refund, it can be refunded no matter it expires or not.
1.3 If coupon can be refunded, customer can log into the Member Center - My orders - Apply for refund, and apply for refund for the product. The money refunded will be deposited to the account balance at your GroupGo Canana account, for future purchase.
Produce and food are products like fruits, vegetables, dairy, bakery, eggs, meat, seafood, prepared meals, snacks, drinks, pantry food, frozen food, etc.
2.1 Order can be refunded before the order deadline for the current group purchase period. Customer can log into the Member Center - My orders - Apply for refund, and apply for refund for the product. The money refunded will be deposited to the account balance at your GroupGo Canana account, for future purchase.
2.2 After the order deadline for the current group purchase period, if purchase instructions state it cannot be refunded, returned or exchanged, it cannot be returned/exchanged.
2.3 After the order deadline for the current group purchase period, if purchase instructions state conditions for return/exchange, it must meet the conditions in the purchase instructions first and also the following requirements in order to return/exchange:
a. When picking up or receiving the products, if customer find issues of quantity, weight, exterior condition and quality and packing information and package intactness, customer should take an immediate picture and contact customer service by phone. Customer service will double check and once confirmed, platform will make reasonable compensation or return/exchange. Once product is picked up or delivered, platform will not process such request of return/exchange.
b. Within 24 hours of picking-up or receiving the product, if customer finds quality issue that cannot be found when picking-up or receiving the product, customer shall take an immediate picture and contact customer service by phone. Customer service will double check and once confirmed, platform will make reasonable compensation or return/exchange. Once product is picked up or delivered, platform will not process such request of return/exchange.
c. When returning/exchanging products, the products and packing condition shall be the same as when it’s picked up or received. Gift items and receipts(if there is) are also required. Otherwise, it cannot be returned/exchanged.
2.4 Special Statements
a. Produce（fruits, vegetables, meat, eggs, dairy, seafood etc.) is affected by season, climate and environment, so different batch has slight difference, which is normal, such reason for return/exchange won’t be processed.
b. Produce is a special product, due to the photoing lighting and variance of different monitors, the real products may look slightly different in color. The product should be based on the real product.
c. The quantity and weight may varies within 5% which is normal, the exterior scratch/dent won’t affect eating, and is normal. Such reason for return/exchange won’t be processed.
d. Gift items cannot be returned/exchanged.
e. Return/exchange due to customer’s personal reason or improper storage won’t be processed.
f. Return/exchange due to incorrect cooking, mixture or use won’t be processed.
g. Return/exchange due to product’s appearance or subjective reasons such as personal taste won’t be processed.
h. Customers should carefully review the content of products to see if there are any content which may cause allergy or discomfort. Platform won’t process exchange/return due to allergy or discomfort.
i. Platform won’t process return/exchange for products not sold by our platform.
3.1 Order can be refunded before the order deadline for the current group purchase period. Customer can log into the Member Center - My orders - Apply for refund, and apply for refund for the product. The money refunded will be deposited to the account balance at your GroupGo Canana account, for future purchase.
3.2 After the order deadline for the current group purchase period, if purchase instructions state it cannot be refunded, returned or exchanged, it cannot be returned/exchanged.
3.3 After the order deadline for the current group purchase period, if purchase instructions state conditions for return/exchange, it must meet the conditions in the purchase instructions first and also the following requirements in order to return/exchange:
a. When picking up or receiving the products, if customer find issues of quantity, weight, exterior condition and quality and packing information and package intactness, customer should take an immediate picture and contact customer service by phone. Customer service will double check and once confirmed, platform will return/exchange the product. Once product is picked up or delivered, platform will not process such request of return/exchange.
b. Within 7 days of picking-up or receiving the product, if customer finds quality issue that cannot be found when picking-up or receiving the product, customer shall take an immediate picture and contact customer service by phone. Customer service will double check and once confirmed, platform will return/exchange the product. When returning/exchanging, the original packing, labels, accessories, manual, warranty, gift items and receipt (if there is) should be returned with the product.
c. Within 7 days of picking-up or receiving the product, if customer requires return/exchange due to personal reasons in lieu of quality of product, customer to ensure the product and packing is the same as when it’s picked up or received, no damage, no missing items, and gift items and receipts (if there is) are required, and customer will pay for all the shipping cost for return/exchange. Otherwise it cannot be returned/exchanged.
d. Platform may charge restocking fee.
3.4 Special statements:
a. Products not sold by this platform cannot be returned/exchanged.
b. Gift items cannot be returned/exchanged.
c. Products cannot be returned/exchanged due to improper assembling or improper use.
d. Consumables such as cleaning and toiletries cannot be exchanged/returned once opened.
e. Customers should carefully review the content of products to see if there are any content which may cause allergy or discomfort. Platform won’t process exchange/return due to allergy or discomfort.
4.1 Products not sold by this platform cannot be returned/exchanged.
4.2 Gift items cannot be returned/exchanged.
4.3 Products cannot be returned/exchanged due to improper assembling or improper use.