Return & Refund Policy

When you buy from Family Food City, we want you to be happy with your purchase. So if you need to return a product, get it exchanged or refunded, we want to make it as easy as possible.

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Here is everything you need to know;
Following product categories fall under “No Return/Exchange”; unless there is an inherent damage/quality issue at the time of delivery due to amiss from our vendor’s side.

  • Groceries
  • Cosmetics
  • Fragrances



If any of our products fall below the high standard you expect, we will happily exchange or refund it according to the terms and conditions set out below.

  • Family Food City is unable to procure products; a reasonable time of 2-3 days from the date of authorization has to be given.
  • Products are lost in deliveries.
  • Product is not repairable.
  • Refunds for products purchased under a promotional offer will be based on the terms of the promotional price.
  • Refund settlement will take place once the returned product has been received back and a quality check has taken place, this procedure normally takes 2-3 days.
  • Please keep all items with their complete packaging and inside packaging intact if you intend to return any items within the conditions set out. No exchange or refund will be considered without it.



You will have to bring the product to our physical store located in No. 4 & 5, Zeenath Plaza, Main Street, Kattankudy within 3 days from date of your purchase.
Please make sure product packaging must be in the condition it was received in, and you submit the product with the receipt.


In case of an incident where a product may be required to be exchanged or refund, please contact the customer services team who will arrange this in line with the Terms & Conditions for replacement or refund.

Our customer care team is happy to assist you and can be reached on 065 2053686 or for a faster resolution, kindly specify your order for quick process.