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Return and Refund Policy

Customer Complaint, Return, and Resolution Policy

Effective Date: June 09, 2025

At MISO Groceries, our mission is to deliver fresh, high-quality grocery products with reliability and cultural authenticity. Due to the perishable nature of many items we sell, our policies reflect strict adherence to food safety protocols established by the U.S. Food and Drug Administration (FDA) and consumer rights guidelines under the Texas Deceptive Trade Practices–Consumer Protection Act (DTPA).

This policy outlines our rules and procedures regarding customer complaints, returns, and issue resolution.

 1. Complaint Submission Process

If you receive an order that is incorrect, damaged, or unsatisfactory, we encourage you to notify us as soon as possible.

To file a complaint:

  • Time Limit: Within 24 hours of delivery
  • Provide:
    • Your name and order number
    • Description of the issue
    • Clear photos of the item(s) and packaging
    • Date/time of delivery
  • Send To:

 2. Accepted Complaints and Return Eligibility

We will accept and review complaints and returns only under the following conditions:

  • Wrong item(s) delivered
  • Damaged or spoiled items upon arrival
  • Missing items from the order
  • Bought by Mistake 
  • Received extra items

If a return is authorized due to one of the above conditions, the item must not be consumed or used, and must be retained in its original packaging until further instruction.

 3. Non-Returnable Items and Ineligible Complaints

In line with FDA regulations, which prohibit the resale of returned food, and Texas DTPA standards for perishable goods, we cannot accept returns or issue refunds under the following circumstances:

  • Requests made after 24 hours of delivery
  • Orders marked “undeliverable” or “refused” due to incorrect addresses or absence of recipient
  • Items subjectively disliked (e.g., taste or texture)
  • Items that were not properly stored by the customer after delivery
  • Opened or partially consumed products

4. Return of Undeliverable or Refused Orders

If an order is returned to us by the carrier as “undeliverable” or “refused,” the following will apply:

  • Outbound and return shipping charges will be deducted from any refund issued, regardless of free shipping at checkout.
  • If re-shipment is requested:
    • A repackaging fee may be applied
    • New shipping charges will be assessed and must be paid in advance

5. Resolution Options

Once a complaint is verified and deemed valid, we will offer one of the following at our discretion:

  • Replacement of affected item(s)
  • Store credit for future orders
  • Partial or full refund to the original payment method

We aim to resolve all verified issues within 24–48 business hours after receiving complete documentation.

 6. Customer Responsibility

To help us serve you better and ensure a smooth process, please:

  • Double-check your delivery address and availability at checkout
  • Inspect your order promptly upon delivery
  • Refrigerate or freeze perishable items immediately
  • Report all concerns within 24 hours

By placing an order with MISO Groceries, you agree to this Customer Complaint, Return, and Resolution Policy. These terms are in place to ensure food safety, compliance, and fairness to all customers.

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