Last updated: June 2026 | Governing law: England & Wales | Company Number: 13942357
Thank you for using McGrocer.
These Terms of Service ("Terms") govern your use of the McGrocer website, mobile applications, and all related services (together, the "Services"), provided by McGrocer Ltd, a company incorporated in England and Wales with registered company number 13942357 ("McGrocer", "we", "us", "our").
By accessing or using the Services, you agree to be bound by these Terms. Please read them carefully. If you do not agree, you must not use the Services.
These Terms incorporate by reference our Intellectual Property & Brand Protection Policy, our Privacy Policy, and our International Shipping Policy — each of which forms part of the agreement between you and McGrocer.
Before completing checkout, customers placing international orders are required to read and confirm acceptance of the International Shipping Information, including the Importer of Record obligation, customs responsibilities, and duties and taxes position. That confirmation forms part of the agreement between you and McGrocer in relation to your order.
Important: If you are a consumer based in the United Kingdom, you have statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 that cannot be excluded or limited by these Terms. Nothing in these Terms affects those rights.
McGrocer operates as a customer-directed sourcing, consolidation, fulfilment and export service. McGrocer sources genuine products from UK retail channels on customer instruction and arranges consolidated international delivery worldwide. McGrocer does not manufacture products and is not the brand owner of any products displayed on the platform.
McGrocer operates on a confirmed-order basis:
When you place an order, you instruct McGrocer to source and purchase the specified products on your behalf from UK retail channels, to consolidate those goods, and to arrange their international delivery to your specified address. In performing these functions, McGrocer acts as your sourcing and fulfilment intermediary.
McGrocer is an independent service provider. Unless expressly stated otherwise, McGrocer is not affiliated with, authorised by, endorsed by, sponsored by, or acting on behalf of any manufacturer, brand owner, retailer, or distributor whose products appear on the platform. The appearance of a product, retailer name, or brand name on the platform does not imply any commercial relationship between McGrocer and the relevant rights holder. All trade marks remain the property of their respective owners.
Note: McGrocer sources products from UK retail channels. It does not represent that the supply of those products to your destination country has been authorised by the relevant brand owner, or that brand owners have consented to the export of those products. Customers purchasing for international delivery should satisfy themselves as to the applicable import rules in their destination country.
By accessing or using the Services — including by browsing the platform, creating an account, or placing an order — you agree to be bound by these Terms. If you are using the Services on behalf of a business or other entity, you represent and warrant that you have authority to bind that entity to these Terms.
McGrocer may update these Terms from time to time to reflect changes in our services, applicable law, or business practices. When we make material changes, we will post the updated Terms on our website and notify you by email or via a notice on the platform. Changes will not apply retroactively. If you do not agree to the updated Terms, you should stop using the Services. Continued use of the Services after the effective date of any update constitutes acceptance of the revised Terms.
To use certain features of the Services, you may need to create a McGrocer account. You agree to:
McGrocer reserves the right to suspend or terminate your account, decline orders, refuse delivery, or remove access to any part of the Services at any time and in its sole discretion, including where there is a breach of these Terms or where we are required to do so by law.
By submitting an order through the McGrocer platform, you instruct McGrocer to source and deliver the specified products on the terms set out in your order summary and these Terms. Your order constitutes an instruction to McGrocer, not a binding contract, until McGrocer sends you an Order Confirmation by email.
A binding contract between you and McGrocer is formed when McGrocer sends you an Order Confirmation. McGrocer reserves the right to decline any order at its discretion, including where:
Where McGrocer declines an order after payment has been taken, a full refund will be issued promptly.
You are responsible for ensuring that the product specification, quantity, and delivery address in your order are accurate. McGrocer sources products as described in confirmed orders and is not responsible for errors in your order where those errors were not reasonably apparent at the time of Order Confirmation.
McGrocer may substitute a product with an equivalent product of equal or greater value where the specified product becomes unavailable after Order Confirmation. McGrocer will notify you before dispatch. You may cancel the order and receive a full refund if you do not accept the substitution.
Once sourcing of your order has commenced, the order cannot be modified or cancelled. McGrocer will notify you when sourcing has begun. For cancellation rights prior to that point, see Section 9.
The total amount payable for your order (the 'Service Fee') comprises:
All prices are displayed in British Pounds (GBP) unless otherwise indicated. The order summary at checkout displays the Service Fee and shipping charges. It does not include customs duties, import taxes, or local VAT/GST applicable in your destination country — these are payable by you as the Importer of Record. See Section 7 for full details.
Platform prices may differ from prices charged by individual UK retailers directly to their own customers. McGrocer is not required to disclose its internal sourcing costs.
Payment is required in full at the time of order. Orders will not be processed until payment has been received and cleared.
Where the final cost of fulfilling your order exceeds the amount paid at checkout — for example due to weight-based pricing adjustments or special sourcing requests — McGrocer will contact you before capturing payment and before commencing sourcing. McGrocer will set out the additional amount required and the reason for it. You will have 48 hours to confirm whether you wish to proceed. If you do not confirm within that window, or if you do not wish to proceed, your order will be cancelled and McGrocer will issue a full refund of the amount originally authorised.
Where one or more items in your order are unavailable and cannot be substituted, McGrocer will fulfil the remainder of your order and refund the amount attributable to the unavailable items. You will not be charged for goods that are not shipped.
IMPORTANT: The Service Fee does not include customs duties, import taxes, local VAT or GST, or any other charges imposed by the laws of your destination country. These charges are your sole responsibility. See Section 7 for full details.
McGrocer reserves the right to correct pricing errors before confirming an order. In the event of a material pricing error, McGrocer will notify you and give you the option to proceed at the correct price or receive a full refund. McGrocer is not obliged to supply products at an incorrectly stated price.
Certain items require specialised courier documentation and packaging under international shipping regulations. Where an order contains goods classified as dangerous goods by our courier partners, a handling surcharge may apply. This will be disclosed to you before sourcing commences and before any additional amount is taken.
Orders typically begin processing within 1 to 3 business days of Order Confirmation. Processing includes product sourcing, quality checks, order consolidation, and preparation for export. Once sourcing has commenced, orders cannot be modified or cancelled.
McGrocer sources products from a variety of UK retail channels including major supermarkets, department stores, specialist retailers, pharmacies (where permitted), health and beauty retailers, and authorised distributors. McGrocer does not source from unverified intermediaries or channels whose standing cannot be reasonably confirmed. Sourcing records are maintained for all orders.
McGrocer currently ships ambient (shelf-stable) goods only. McGrocer does not ship frozen foods, refrigerated items, or products requiring cold-chain transport. Transit conditions may affect temperature-sensitive ambient products and McGrocer does not accept liability for temperature-related changes to products during transit.
Products are sourced from UK retailers at the time of order. If an item becomes unavailable after Order Confirmation:
McGrocer may restrict, remove, or decline to source products at its sole discretion, including but not limited to:
McGrocer's internal product restriction criteria may be updated at any time to reflect changes in law, regulation, carrier policy, or operational requirements. McGrocer is not required to disclose the detailed criteria, internal compliance rules, risk assessments, or operational procedures used when making such determinations.
McGrocer currently ships to 150+ countries worldwide via our international courier network. Shipping availability may vary depending on UK export regulations, courier service coverage, destination country restrictions, and applicable international sanctions or trade controls.
All international shipments are dispatched on Delivered Duty Unpaid (DDU) terms. This means:
KEY: For all international shipments, you act as the Importer of Record. Before placing an order, you will have confirmed at checkout — by ticking the shipping acknowledgement — that the products ordered are permitted for import into your destination country and that you accept responsibility for compliance with all applicable local import laws and requirements. The courier handling your shipment will complete customs documentation on your behalf as your appointed agent, but you remain the legal importer and are responsible for any duties, taxes, or compliance obligations arising in the destination country. McGrocer will declare the accurate commercial value of goods on all customs documentation.
| Region | Estimated delivery after dispatch | Notes |
|---|---|---|
| Europe | 2–4 business days | May vary by country |
| North America | 3–6 business days | US, Canada, Mexico |
| Asia Pacific | 4–8 business days | Varies by destination |
| Rest of World | 4–9 business days | Subject to local conditions |
Delivery estimates are provided for guidance only and do not constitute a guarantee. Delays may occur due to customs inspections, courier capacity, local public holidays, or other circumstances outside McGrocer's control.
Customs authorities may inspect any international shipment. Customs procedures and regulatory decisions are entirely outside McGrocer's control. McGrocer is not liable for delays, costs, or losses arising from customs inspections or regulatory requirements in your destination country.
If a shipment is refused entry by customs authorities, returned due to import restrictions, or abandoned by the recipient:
You must report damaged or missing items to McGrocer within 48 hours of delivery at [email protected]. Photographic evidence may be required. Verified claims may qualify for replacement or refund at McGrocer's discretion.
For consumers based in the United Kingdom, risk in the products passes to you upon delivery, in accordance with the Consumer Rights Act 2015. For customers outside the United Kingdom and for business customers, risk passes upon dispatch from McGrocer's fulfilment facility.
Products sourced by McGrocer are genuine goods obtained from established UK retail businesses. However, McGrocer draws the following to your attention:
If you are a consumer based in the United Kingdom, the following statutory rights apply and cannot be excluded, restricted, or limited by these Terms or by any other agreement.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving the products without giving any reason. To exercise this right, you must notify McGrocer clearly within the 14-day period at [email protected]. You must then return the products within 14 days of your notification at your own cost, unless the products are faulty or not as described.
The right to cancel does not apply to:
Under the Consumer Rights Act 2015, products must be of satisfactory quality, fit for purpose, and as described. Where a product does not conform to these requirements at the time of delivery, you may be entitled to:
UK consumers who are unable to resolve a dispute with McGrocer through our complaints process may contact the Citizens Advice consumer helpline (0808 223 1133), their local Trading Standards office, or use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr for online purchases.
You may cancel your order at any time before McGrocer commences sourcing for a full refund. McGrocer will notify you when sourcing has begun. After that point, cancellation may not be possible as goods will already have been purchased on your behalf.
Note: UK consumers: your statutory right to cancel within 14 days of delivery under the Consumer Contracts Regulations 2013 applies regardless of whether sourcing has commenced. The above does not affect that right.
UK consumers have the statutory right to cancel within 14 days of delivery as described in Section 8. To initiate a return, contact [email protected] with your order number and reason for return. McGrocer will provide return instructions.
Where McGrocer determines after an order has been placed that a product cannot lawfully be dispatched to your delivery destination, or where you fail to provide documentation required for export or import compliance within a notified deadline, McGrocer may cancel the affected part of the order. McGrocer will notify you promptly and issue a full refund of the amount paid for the cancelled items within fourteen days. You will be informed of the reason for cancellation and, where applicable, of what documentation or action would have been required.
Where a product is delivered damaged, materially different from its description, or of unsatisfactory quality, McGrocer will offer a replacement, repair, or full refund depending on the circumstances and your statutory rights. Please contact [email protected] with photographic evidence within 48 hours of delivery.
Due to hygiene, safety, and the nature of cross-border fulfilment, the following items cannot be returned unless faulty or misdescribed:
Refunds will be processed to the original payment method within 14 days of McGrocer receiving the returned products or receiving satisfactory evidence that you have returned them. McGrocer may deduct the direct cost of return where you are responsible for that cost.
Product information on the McGrocer platform — including descriptions, images, specifications, and pricing — is provided for product identification and customer convenience purposes. Although McGrocer endeavours to present accurate information, customers should always refer to the official product label and packaging for definitive information including ingredients, allergens, dosage, warnings, and regulatory compliance information.
Product images, descriptions, specifications, ingredient information, compatibility information, and related content displayed on the platform may be created, adapted, summarised, reformatted, enhanced, generated, independently created, licensed, or otherwise lawfully incorporated into the platform for product identification and customer convenience purposes.
Product content is provided solely to assist customers in identifying products that may be sourced through McGrocer's services. Such content does not constitute endorsement, affiliation, sponsorship, authorisation, certification, approval, recommendation, or representation by any brand owner, manufacturer, retailer, distributor, or other rights holder.
Customers should independently verify product suitability, ingredients, allergens, instructions, specifications, and legal requirements before placing an order and should refer to the official product packaging and labelling for definitive information.
McGrocer reserves the right to modify, replace, remove, regenerate, suppress, restrict, or otherwise alter any product content at any time for legal, regulatory, intellectual property, operational, technical, commercial, compliance, or risk-management reasons.
McGrocer reserves the right, at its sole discretion, to restrict, remove, decline to source, suspend, block, refuse, or permanently prohibit the display, sourcing, fulfilment, export, delivery, promotion, or listing of any product, brand, category, supplier, retailer, territory, marketplace, or content where legal, regulatory, intellectual property, commercial, operational, reputational, carrier, customs, compliance, or risk-management concerns arise. Such restrictions may be implemented on a temporary or permanent basis and may apply globally or only to specific countries, customers, retailers, carriers, suppliers, or product categories. McGrocer is not required to disclose the criteria, internal rules, or operational procedures used when making such determinations. Nothing in these Terms obliges McGrocer to continue displaying, sourcing, fulfilling, or supporting any particular product, brand, retailer, supplier, or category.
Platform Content — including product information, images, text, and other materials — is provided under a limited, non-exclusive, non-transferable, revocable licence for your personal, non-commercial use. Platform Content may not be redistributed, reproduced, or used to develop a standalone database.
Where alcohol products are available through the Services, you confirm that you are of legal drinking age both in the United Kingdom (18 years or older) and under the laws of your country of residence or destination country. Alcohol import is subject to strict controls in many countries. You are responsible for confirming that alcohol importation is lawful in your destination country. McGrocer reserves the right to cancel the alcohol-related portion of any order where legal requirements for delivery cannot be met.
Electrical products are supplied in UK specification (220–240V, 50Hz) with UK-standard plugs. Customers outside the UK are responsible for ensuring compatibility with local electrical standards and for obtaining any necessary adaptors or voltage converters.
Food, dietary supplement, and health product descriptions are indicative only. Always refer to the official product label for ingredients, allergens, nutritional information, usage instructions, and any regulatory warnings. Certain food and supplement products may be subject to import restrictions in your destination country. You are responsible for confirming importability before ordering.
Certain products are classified as dangerous goods for international shipping purposes and require specialised courier documentation and packaging. A handling surcharge may apply to orders containing such items and will be disclosed before sourcing commences. Dangerous goods classification is determined by international courier regulations.
McGrocer's approach to intellectual property — including product images, brand owner relationships, content management, and the complaint procedure — is set out in the McGrocer Intellectual Property & Brand Protection Policy, which is incorporated into these Terms by reference and is available at mcgrocer.com/ip-policy.
The McGrocer platform, including its name, logo, software, design, and original content, is owned by or licensed to McGrocer and is protected by applicable intellectual property laws. McGrocer grants you a limited, non-exclusive, non-transferable, revocable licence to use the Services for their intended purposes, subject to these Terms. You may not copy, modify, distribute, sell, or lease any part of the Services or any McGrocer-owned content.
McGrocer respects intellectual property rights and seeks to operate its platform responsibly and in good faith. Brand names, product names, and product information are displayed on the platform solely to identify the products available for McGrocer to source on customer instruction. Their appearance does not imply endorsement, sponsorship, authorisation, or affiliation between McGrocer and any brand owner or manufacturer.
Where a rights holder believes that content displayed on the McGrocer platform infringes its intellectual property rights, McGrocer operates a notice-and-review process and may investigate, remove, modify, replace, suppress, restrict, or otherwise address the content where appropriate.
The submission of a complaint does not automatically require removal of content. McGrocer may request additional information reasonably necessary to identify the content in question, verify ownership of the relevant rights, assess the complaint, or determine an appropriate course of action.
Intellectual property complaints should be submitted to [email protected] together with: (a) identification of the rights claimed and the specific content alleged to infringe; (b) your contact details and proof of authority to act if you are not the rights holder; and (c) a statement that the information provided is accurate. McGrocer aims to review credible, evidenced notices within 14 business days and will respond within a reasonable period having regard to the nature and complexity of the complaint.
McGrocer reserves the right to take such action as it considers appropriate following review of any complaint, including removal, modification, restriction, replacement, retention, or permanent prohibition of the relevant content, product, brand, or category.
McGrocer may, where appropriate, modify, replace, regenerate, adapt, restrict, suppress, remove, or permanently prohibit content, listings, products, brands, or categories following review of a complaint and having regard to legal, commercial, operational, intellectual property, and customer interests.
You may not access the Services through automated means, including by scraping, crawling, or using any robot, spider, or other automated tool. You may not extract McGrocer's product catalogue or pricing data for use in any external database or service without McGrocer's express written permission.
If you submit any content to the Services — including reviews, feedback, or images — you retain ownership of that content but grant McGrocer a worldwide, non-exclusive, royalty-free, perpetual licence to use, store, display, reproduce, modify, and distribute that content for the purposes of operating and improving the Services.
McGrocer grants you a limited, non-exclusive, non-transferable, and revocable licence to access and use the Services for their intended purposes, subject to your compliance with these Terms. You must not use the Services for any unlawful purpose, submit false or fraudulent orders, attempt to circumvent any security or access control, or use the Services in any way that violates applicable laws including export control laws, consumer protection laws, or import regulations in your destination country.
By creating a McGrocer account, you agree to receive communications from McGrocer including by email, SMS, and push notifications in connection with your orders, your account, and — where you have opted in — marketing materials. You may opt out of marketing communications at any time by adjusting your account settings or following the unsubscribe link in any marketing email.
McGrocer works with third party providers — including international couriers, payment processors, and technology providers — to deliver the Services. McGrocer does not employ these third parties and is not responsible for their acts or omissions, except to the extent that such responsibility cannot be excluded by law. Any dispute with a third party provider should be raised in the first instance with McGrocer at [email protected].
Nothing in this Section limits McGrocer's liability for: (a) death or personal injury caused by McGrocer's negligence; (b) fraud or fraudulent misrepresentation; (c) defective products under the Consumer Protection Act 1987; or (d) any other liability that cannot be excluded or limited by applicable law, including liability to UK consumers under the Consumer Rights Act 2015.
Subject to the above, McGrocer's total aggregate liability to you shall not exceed the total Service Fee paid by you for the specific order giving rise to the claim. To the maximum extent permitted by law, McGrocer shall not be liable for any indirect, consequential, incidental, special, or punitive loss or damage; loss of profit or revenue; customs seizure or confiscation of products; delays or losses caused by third party couriers or customs authorities; or the inability to resell products in the destination country due to applicable intellectual property or parallel import laws.
Where you are using the Services in the course of a business, or where you use the Services for purposes not permitted by these Terms, you agree to indemnify and hold harmless McGrocer against any claims, losses, damages, costs, and expenses arising directly from your material breach of these Terms, your deliberate violation of any applicable law or third-party intellectual property right, or any fraudulent conduct by you in connection with an order. This clause does not apply to claims arising from ordinary consumer use of the Services.
McGrocer shall not be liable for any failure or delay in performing its obligations where such failure or delay is caused by circumstances beyond McGrocer's reasonable control, including acts of God, natural disasters, pandemic, war, government action, failures of third party infrastructure, cyberattacks, or the failure of third party logistics providers or customs authorities to act. Where a force majeure event prevents McGrocer from fulfilling an order, McGrocer will notify you as soon as practicable and issue a full refund where the order cannot be fulfilled within a reasonable time.
These Terms and any dispute or claim arising out of or in connection with them shall be governed by and construed in accordance with the laws of England and Wales.
McGrocer encourages customers to contact us in the first instance to resolve any dispute informally. Please email [email protected]. McGrocer will endeavour to respond within 14 business days.
Subject to mandatory consumer protections, the courts of England and Wales shall have exclusive jurisdiction to settle any dispute arising out of or in connection with these Terms. Nothing in these Terms prevents a consumer from bringing a claim in the courts of their country of residence where entitled to do so by mandatory local law.
McGrocer does not require consumers to submit disputes to mandatory binding arbitration. Any arbitration shall be voluntary and agreed between the parties in writing at the time of the dispute.
You may stop using the Services at any time. McGrocer may terminate or suspend your access to the Services at any time, including where you have breached these Terms or where McGrocer is required to do so by law. Termination does not affect rights or obligations that have accrued prior to the date of termination.
McGrocer may charge and collect applicable UK taxes on the Service Fee where required by law. Customers are solely responsible for all import duties, customs taxes, local VAT or GST, and any other taxes imposed by the laws of their destination country. McGrocer will declare the accurate commercial value of all goods on customs documentation.
If you believe that another user has violated these Terms or acted inappropriately in connection with the Services, you may report this to McGrocer at [email protected]. McGrocer reserves the right — but assumes no obligation — to investigate reports and take such action as it considers appropriate.
These Terms constitute the entire agreement between you and McGrocer in relation to the Services and supersede all prior representations and agreements. If any provision of these Terms is found to be invalid or unenforceable, that provision shall be severed and the remaining provisions shall continue in full force. McGrocer's failure to enforce any provision on any occasion does not constitute a waiver of its right to enforce that provision in future. You may not assign your rights or obligations under these Terms without McGrocer's prior written consent. These Terms do not confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999.
| Matter | Contact | Address / Email |
|---|---|---|
| General enquiries and orders | [email protected] | https://mcgrocer.com |
| Legal correspondence and compliance | [email protected] | Unit C, Hubert Road (Cinch Self Storage), Brentwood, CM14 4JE |
| Returns and refunds | [email protected] | Unit C, Hubert Road (Cinch Self Storage), Brentwood, CM14 4JE |
| Intellectual property complaints | [email protected] | Unit C, Hubert Road (Cinch Self Storage), Brentwood, CM14 4JE |
| Company name | McGrocer Ltd (trading as McGrocer) |
| Company number | 13942357 |
| Registered in | England and Wales |
| Registered address | Unit C, Hubert Road (Cinch Self Storage), Brentwood, CM14 4JE |
| Website | https://mcgrocer.com |
These Terms of Service were last updated in June 2026. Previous versions are available on request. · McGrocer Ltd · Company No. 13942357 · England and Wales
