Refund Policy
Last updated: 28 October 2026
This Refund Policy applies to all orders placed on the Surrey Group online shop at shop.surreygroup.org. The shop is run by Surrey Group, 55km Peg, Harare–Mutare Road, Marondera, Zimbabwe (“Surrey”, “we”, “us”). By placing an order you agree to this policy.
1. All sales are final: no refunds
Most of what we sell is fresh, frozen or chilled food. Once it has left our cold chain we cannot be sure it has been stored safely, so we cannot take it back or resell it. For that reason all sales are final and we do not give refunds for change of mind, ordering the wrong item or quantity, products that are no longer wanted, or orders that are not collected.
2. Check your order at collection
Please check your order before you leave the outlet or accept it. Make sure the products, weights and quantities match your order confirmation and that everything is properly sealed, chilled or frozen. If something is wrong, tell our staff straight away so they can fix it on the spot.
3. Wrong, damaged or unsafe products
This policy does not affect your rights under the Consumer Protection Act [Chapter 14:44]. If a product is incorrect, damaged, past its use-by date or unfit to eat when you receive it:
- Report it within 24 hours of collection by email to greencroft@surreygroup.org or on WhatsApp at +263 77 214 3317.
- Include your order number, a photo of the product and its label, and a short description of the problem.
- Keep the product (frozen or chilled) until we have reviewed your report. We may ask you to bring it back to the outlet.
If we confirm the problem, we will replace the product or give you a store credit of equal value. A cash refund is only paid where the law requires one or where we cannot supply a replacement.
4. Payment errors
If you are charged more than once for the same order, or a payment goes through for an order we cannot fulfil, we will refund the extra or unfulfilled amount through Paynow or to your original payment method. Contact us with your order number and proof of payment. Refunds can take up to 14 working days to show, depending on your bank or mobile money provider.
5. Cancellations
You can cancel an order at no cost before you pay for it. Once payment is complete the order goes into preparation and cannot be cancelled or refunded, except as set out in sections 3 and 4.
6. Prices and errors
We try to make sure all prices and product details are correct. If a product is listed at the wrong price, we will contact you before your order goes out, and you can either pay the correct price or cancel the order. If you have already paid, the payment is refunded under section 4.
7. Collection
Orders must be collected from the outlet you chose during the opening hours shown in your confirmation. We cannot refund orders that are not collected within 48 hours of being marked ready, because the products cannot be safely resold.
8. Contact us
Surrey Group, 55km Peg, Harare–Mutare Road, Marondera, Zimbabwe
Email: greencroft@surreygroup.org
WhatsApp: +263 77 214 3317
We may update this policy from time to time. The version on this page when you place an order is the one that applies to that order.
