Terms of Service
Last updated: March 2026
Overview
These terms govern your use of McGrocer's website, mobile apps, and related services, provided by McGrocer Ltd, a company registered in England and Wales. By accessing the platform you agree to be bound by these terms, which incorporate several related policies by reference, including our intellectual property, privacy, and international shipping policies. If you place an international order, you must acknowledge specific shipping information before checkout, including that you are the importer of record and are responsible for customs duties in your destination country. UK consumers retain their statutory rights under consumer protection law, and nothing in these terms limits or excludes those rights.
1. About McGrocer and Our Service
McGrocer operates as a sourcing and fulfilment intermediary rather than a retailer or manufacturer. We source products from UK retail channels only after a customer places and pays for an order, rather than holding speculative inventory of our own. McGrocer consolidates customer-ordered goods from various UK retailers and arranges international delivery on the customer's behalf, acting as a sourcing intermediary throughout the process. We operate independently and have no official affiliation with the brand owners, manufacturers, retailers, or distributors of the products listed on our platform. We do not represent that brand owners have authorised the export of their products, and customers are responsible for verifying that importing a given product into their destination country is legal.
2. Acceptance of Terms and Changes
You agree to these terms by accessing or browsing the platform, creating an account, or placing an order through McGrocer. If you use the service on behalf of a business, you confirm that you are authorised to accept these terms on that business's behalf. We may update these terms from time to time to reflect changes to our service, the law, or our business practices. We will post material changes on our website and notify you by email or an in-platform notice, and changes take effect going forward rather than retroactively. Continuing to use the platform after an update means you accept the revised terms; if you disagree with a change, you should stop using the service.
3. Your Account
If you create an account, you must provide accurate, complete and current information when you register, and keep your account details up to date afterwards. You're responsible for keeping your password and login details confidential, for all activity on your account, and for telling us straight away if you suspect unauthorised access, using the contact details in these terms. We may suspend or terminate an account, decline an order, refuse delivery, or otherwise restrict access to the service at our discretion, including where we believe these terms have been breached or where the law requires it.
4. Placing an Order
When you place an order through McGrocer, you're instructing us to source and deliver the products in your order summary in line with these terms. Submitting an order is not itself a binding contract — a contract is only formed once we send you written confirmation of your order by email. We may decline to accept an order for a number of reasons, including that a product is unavailable from UK retailers, it can't legally be imported into your destination country, we reasonably believe the order breaches the law, payment can't be authorised, or fulfilment is otherwise impractical. If we decline an order after payment has been taken, we will promptly issue a full refund. You're responsible for making sure your order details, quantities and delivery address are correct — we're not responsible for errors you introduce. If a product becomes unavailable, we may substitute it with an item of equal or greater value and will let you know before dispatch, so you can cancel and receive a refund if you don't want the substitute. Once sourcing has started, orders can no longer be changed or cancelled, and we'll notify you when that process begins.
5. Pricing, Fees and Payment
The total amount you pay is made up of three parts: the displayed product cost (which includes our sourcing and consolidation margin), our sourcing and consolidation fee, and the applicable international delivery charge. All prices are shown in British pounds unless stated otherwise. Your checkout summary shows the service fee and shipping charge, but not customs duties, import taxes, or destination-country VAT or GST — these are your responsibility as the importer of record. Our prices may differ from individual UK retailers' prices, and we're not obliged to disclose our internal sourcing costs. Full payment is required at the time of ordering, and processing only begins once payment has cleared. If the real cost of fulfilling your order turns out to be higher than what you paid — for example due to weight adjustments or special requests — we'll contact you before taking any extra payment or continuing to source, and give you 48 hours to confirm you want to proceed; if we don't hear back, we'll cancel and refund the order in full. If some items become unavailable and can't be substituted, we'll fulfil the rest of your order and refund the amount attributable to the unavailable items, only charging for what's actually shipped. We may correct pricing errors before your order is confirmed; if we spot a material error, we'll let you know and offer you the choice of proceeding at the correct price or getting a refund — we're not obliged to honour an incorrect price. Some items require specialist courier documentation under international shipping rules and may carry a handling surcharge, which we'll disclose before sourcing begins.
6. Sourcing and Fulfilment
Orders typically start processing within one to three business days of confirmation, during which we source the products, carry out quality checks, consolidate the goods and prepare the shipment for export. We source from a range of UK retail channels, including major supermarkets, department stores, specialist retailers, pharmacies with the appropriate permits, health and beauty retailers, and authorised distributors — we deliberately avoid unverified intermediaries or channels we can't reasonably confirm. We keep sourcing records for every order. We currently ship only ambient, shelf-stable goods, and do not ship frozen foods, refrigerated items, or anything requiring cold-chain transport; we don't accept liability for temperature-related changes that may occur to ambient products in transit. If a product becomes unavailable after your order is confirmed, we'll offer a suitable substitute of equal or greater value, try to contact you before dispatch, and issue a full refund if you'd rather not have the substitute. At our discretion, we restrict or decline to source certain categories, including prescription medicines and controlled substances, pharmacy-only medicines, products requiring an import licence, frozen or chilled goods, dangerous goods incompatible with carrier rules, products exceeding weight or size limits, age-restricted items where age can't be verified, alcohol in countries where it's prohibited or restricted, and any product or category that presents an elevated legal, regulatory, intellectual property, commercial, operational, customs, carrier or compliance risk. We're not obliged to disclose the detailed criteria, internal rules, risk assessments or procedures behind these decisions.
7. International Shipping and Customs
We currently ship to over 150 countries through international courier networks, although availability can vary depending on UK export rules, courier coverage, destination restrictions, and applicable sanctions or trade controls. All international shipments move on Delivered Duty Unpaid (DDU) terms — we cover the cost of the products and shipping through to delivery in the destination country, but you're responsible for any customs duties, import taxes, local VAT or GST, inspection charges and clearance fees. If these aren't paid, customs authorities may hold, return or destroy the shipment, which is outside our control. As the importer of record, you confirm at checkout that the products you're ordering are permitted to be imported into your destination country and that you accept responsibility for complying with local import laws. Although our couriers complete customs documentation on your behalf as appointed agents, you remain the legal importer, responsible for destination-country duties, taxes and compliance. We declare accurate commercial values on all customs paperwork. Delivery estimates are roughly two to four business days for Europe, three to six for North America, four to eight for Asia-Pacific, and four to nine for the rest of the world — these are guidance only, not a guarantee, and delays can happen due to customs inspections, courier capacity, local holidays or other factors outside our control. We're not liable for delays, costs or losses arising from customs inspections or destination-country regulatory requirements, since these are entirely outside our control. If a shipment is refused by customs, returned due to import restrictions, or abandoned by the recipient, you remain responsible for the original shipping cost, any customs charges incurred, and the return courier fee. If we receive a returned shipment back in resaleable condition, we'll issue a refund after deducting all shipping, return and handling costs. Where a shipment is refused, confiscated, destroyed or abandoned by customs in a case where you confirmed at checkout that the product was importable, it's not eligible for a refund or replacement — unless the refusal or confiscation directly results from our failure to apply a restriction we already knew about. You should report damaged or missing items within 48 hours of delivery by email, and we may ask for photographic evidence; verified claims may qualify for a replacement or refund at our discretion. For UK consumers, risk in the products passes to you on delivery, in line with the Consumer Rights Act 2015; for non-UK and business customers, risk passes on dispatch from our facility. The products we source are genuine goods from established UK retailers, but brand owners may hold enforceable intellectual property or commercial rights in certain jurisdictions over goods originally placed on the UK market. We don't represent that exporting a given product has been authorised by its brand owner, and some jurisdictions — including certain EU member states, the United States, and Gulf Cooperation Council countries — give brand owners the right to challenge the importation of specific goods. We maintain internal processes to restrict categories and markets where we're aware of specific legal concerns, and may decline to fulfil orders accordingly.
8. Consumer Rights — UK Customers
If you're a UK-based consumer, you have statutory rights under consumer protection law that can't be excluded, restricted or limited by these terms or any other agreement. Under the Consumer Contracts Regulations 2013, you have 14 days from receiving your order to cancel it without giving a reason, by emailing us and returning the products within 14 days of that notice, at your own cost — except where items are faulty or misdescribed. This cancellation right doesn't apply to products that have been opened or used in a way inconsistent with their original sealed packaging, perishable goods where a return is impractical by nature, sealed health or hygiene products that have been unsealed after delivery, custom-made or personalised products, or goods that have become inseparably mixed with other items after delivery. Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose, and match their description; if a product doesn't conform to this on delivery, you may be entitled to a full refund if you reject it within 30 days, a repair or replacement within a reasonable time and without significant inconvenience, or a price reduction or the right to a final rejection if a repair or replacement doesn't work. If you can't resolve a dispute through our complaints process, you can also contact Citizens Advice on 0808 223 1133, your local Trading Standards office, or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr.
9. Returns, Cancellations and Refunds
You can cancel your order at any point before we begin sourcing for a full refund — we'll notify you when sourcing starts. This doesn't affect UK consumers' statutory 14-day cancellation right under consumer protection regulations, which you can exercise within 14 days of delivery by contacting us with your order number and reason for return; we'll give you return instructions. If we later determine that a product can't legally reach its delivery destination, or you don't provide required export or import compliance documents by the deadline we set, we may cancel the affected part of your order and issue a full refund within 14 days, explaining the reason and any documentation that was needed. If a product arrives damaged, materially different from its description, or of unsatisfactory quality, we'll offer a replacement, repair or refund depending on the circumstances and your statutory rights — please contact us with photographic evidence within 48 hours of delivery. For hygiene, safety and cross-border fulfilment reasons, some items can't be returned, including opened food products and baby foods, opened personal care or cosmetic products, perishable or temperature-sensitive goods, custom or special-order products made at your request, and products with broken retail seals where health or hygiene concerns make a return inappropriate. Refunds are issued to your original payment method within 14 days of us receiving the returned product or satisfactory evidence of return, though we may deduct direct return costs where you're responsible for them.
10. Product Information and Platform Content
Product information on our platform — descriptions, images, specifications and pricing — is there to help you identify products and shop conveniently. While we try to keep it accurate, you should always check the official product label and packaging for definitive information on ingredients, allergens, dosage and regulatory compliance. Product content may be created, adapted, summarised, reformatted, enhanced, independently produced, licensed, or otherwise lawfully used to help identify products, and does not imply any endorsement, affiliation, sponsorship, authorisation, certification, approval or recommendation by the brand owner, manufacturer, retailer or distributor. You should independently check that a product is suitable for you — ingredients, allergens, instructions, specifications and any legal requirements — before ordering, and always refer to the official packaging for definitive information. We reserve the right to modify, replace, remove, regenerate, suppress, restrict or otherwise change any product content for legal, regulatory, intellectual property, operational, technical, commercial, compliance or risk-management reasons. We similarly reserve the right to restrict, remove, decline to source, suspend, block or permanently prohibit a product, brand, category, supplier, retailer, territory or piece of content — temporarily or permanently, and globally or in specific countries — where we have legal, regulatory, intellectual property, commercial, operational, reputational, carrier, customs or compliance concerns, and we're not obliged to disclose the criteria or internal processes behind such decisions. Nothing here obliges us to keep displaying, sourcing or supporting any particular product, brand, retailer, supplier or category going forward. Content on the platform is licensed to you on a limited, non-exclusive, non-transferable and revocable basis for personal, non-commercial use, and may not be redistributed, reproduced, or used to build a separate database.
11. Regulated Products
Where alcohol is available through our service, you confirm you're of legal drinking age in both the UK (18 or over) and your country of residence or destination. Alcohol importation is strictly controlled in many countries, so you need to confirm it's legal to import into your destination before ordering; we may cancel the alcohol-related part of an order if we can't meet the legal requirements for delivery. Electrical products are supplied to UK specifications (220–240V, 50Hz) with UK-standard plugs — if you're outside the UK, you're responsible for making sure this is compatible with your local electrical standards and for sourcing any adapters or voltage converters you need. Descriptions of food, dietary supplement and health products are indicative only; always check the official label for ingredients, allergens, nutritional information, usage instructions and regulatory warnings, and confirm before ordering that a product can legally be imported into your destination, since certain food and supplement products face import restrictions. Some products are classified as dangerous goods for international shipping under international courier regulations, which require specialist documentation and packaging; where this applies, we'll disclose any handling surcharge before sourcing begins.
12. Intellectual Property
Our approach to intellectual property — including how we handle product images, brand owner relationships, content management and complaints — is set out in our McGrocer Intellectual Property & Brand Protection Policy, available at mcgrocer.com/ip-policy and incorporated into these terms by reference. The McGrocer platform itself — including our name, logo, software, design and original content — belongs to or is licensed to McGrocer and is protected by intellectual property law; we grant you a limited, non-exclusive, non-transferable and revocable licence to use it in line with these terms. You may not copy, modify, distribute, sell or lease any part of the platform or our owned content. We respect intellectual property rights and operate responsibly and in good faith — brand names, product names and related information are shown solely to help identify sourceable products, and don't imply any endorsement, sponsorship, authorisation or affiliation with the relevant brand owner or manufacturer. If a rights holder believes something on our platform infringes their intellectual property, we operate a notice-and-review process and may investigate, remove, modify, replace, suppress or restrict the content as appropriate; submitting a complaint doesn't automatically mean content will be removed, and we may ask for more information to identify the content, verify ownership, or assess the complaint. Intellectual property complaints should be sent to our designated email with details of the rights being claimed and the specific content in question, contact details and proof of authority if you're not the rights holder yourself, and a statement of accuracy; we aim to review credible, well-evidenced notices within 14 business days and respond within a reasonable period depending on the complexity of the complaint. Following review, we may take whatever action we consider appropriate, including removing, modifying, restricting or replacing content, or permanently prohibiting a product, brand or category. You may not access our services using automated means such as scraping or crawling tools, and may not extract our product catalogue or pricing data to build an external database or service without our written permission. If you submit content to the platform — reviews, feedback or images — you keep ownership of it, but grant us a worldwide, non-exclusive, royalty-free and perpetual licence to use, store, display, reproduce, modify and distribute it for operating and improving our service.
13. Platform Use
We grant you a limited, non-exclusive, non-transferable and revocable licence to access and use our services for their intended purpose, subject to your compliance with these terms. You must not use our services for any unlawful purpose, submit false or fraudulent orders, try to circumvent our security or access controls, or otherwise use the service in a way that breaches applicable law — including export controls, consumer protection law, or the import regulations of your destination country.
14. Communications
By creating an account with McGrocer, you agree to receive communications from us — including email, SMS and push notifications — relating to your orders and account, and optionally marketing material. You can opt out of marketing communications at any time through your account settings or by using the unsubscribe link in any marketing email.
15. Third Party Providers and Services
We work with third party providers — including international couriers, payment processors and technology providers — to deliver our services. These providers aren't employed by us, and we're not responsible for their acts or omissions except where the law doesn't allow us to exclude that responsibility. If you have a dispute with a third party provider, please raise it with us first at our designated contact email.
16. Limitation of Liability
Nothing in these terms limits our liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, for defective products under the Consumer Protection Act 1987, or for anything else that the law doesn't allow us to exclude or limit — including your rights as a UK consumer under the Consumer Rights Act 2015. Subject to that, our total liability to you in connection with any order is capped at the total service fee you paid for that order. We're not liable for indirect, consequential, incidental, special or punitive losses or damages; loss of profit or revenue; customs seizure or confiscation of products; delays or losses caused by third party couriers or customs authorities; or your inability to resell a product in your destination country due to applicable intellectual property or parallel import laws.
17. Indemnification
If you use our services in the course of a business, or for a purpose these terms don't permit, you agree to indemnify and hold McGrocer harmless against claims, losses, damages, costs and expenses arising directly from your material breach of these terms, a deliberate breach of the law or a third party's intellectual property rights, or fraudulent conduct in connection with an order. This doesn't apply to claims arising from ordinary consumer use of our service.
18. Force Majeure
We're not liable for any failure or delay in performing our obligations caused by circumstances outside our reasonable control, including acts of God, natural disasters, pandemics, war, government action, third party infrastructure failures, cyberattacks, or failures by third party logistics or customs authorities. Where such an event stops us fulfilling an order, we'll let you know as soon as reasonably possible and issue a full refund if the order can't be fulfilled within a reasonable time.
19. Governing Law and Dispute Resolution
These terms, and any dispute or claim arising from them, are governed by and interpreted in line with the law of England and Wales. If something goes wrong, we encourage you to contact us by email first so we can try to resolve it informally — we aim to respond within 14 business days. Subject to your mandatory consumer protections, the courts of England and Wales have exclusive jurisdiction over any dispute, though nothing stops a consumer from bringing a claim in the courts of their own country where mandatory local law entitles them to do so. We don't require consumers to submit disputes to mandatory binding arbitration; any arbitration would only happen if both sides agreed to it in writing at the time.
20. Termination
You can stop using our service at any time. We may terminate or suspend your access to the service at any time, including where you've breached these terms or where the law requires us to. Termination doesn't affect any rights or obligations that had already accrued beforehand.
21. Taxes
We may charge and collect any applicable UK taxes on our service fees where required by law. You're solely responsible for import duties, customs taxes, local VAT or GST, and any other taxes imposed by your destination country. We declare accurate commercial values for goods on all customs documentation.
22. Reporting Misconduct
If you believe another user has breached these terms or behaved inappropriately, you can report it to us at our designated contact email. We reserve the right, but are not obliged, to investigate any report or take action in response to it.
23. General Provisions
These terms are the entire agreement between you and McGrocer regarding our services, and replace any earlier representations or agreements on the same subject. If any part of these terms is found invalid or unenforceable, that part is removed and the rest continues to apply in full. If we don't enforce a particular provision on one occasion, that doesn't mean we give up the right to enforce it later. You can't assign your rights or obligations under these terms without our prior written consent, and these terms don't give any third party rights under the Contracts (Rights of Third Parties) Act 1999.
24. Contact Information
For general enquiries and orders, legal correspondence and compliance matters, returns and refunds, or intellectual property complaints, please use the relevant contact details published on our website and Contact Us page. McGrocer Ltd is a company registered in England and Wales under company number 13942357, with its registered address at Unit C, Hubert Road, Brentwood, CM14 4JE.