order $50 or more - free delivery (hudson county area)

At SEP Filipino Grocery, we strive to provide exceptional service and ensure customer satisfaction. Our return and refund policies vary depending on the reason for the return.

To cancel an order, please contact us through:
📧 Email: sales.sepenterprises@gmail.com
💬 Website Chatbot

• Before Processing: If the order has not been processed at our warehouse, we will issue a full refund at no additional cost.
• After Processing: If the order has already been processed, it will be handled as a return.
• Partial Cancellations: If your order includes multiple products, partial cancellations may be allowed. However, if your order initially qualified for free shipping, additional shipping charges may apply if the remaining order falls below the free shipping threshold.

                                                               Return & Exchange Policy

                                                                             Return Process

• Returns must be requested within 7 days of receiving the product.
• To initiate a return, contact us via email or the chatbot before sending the product.
• Unauthorized returns (items sent without prior contact) will not be processed, and SEP Filipino Grocery is not responsible for lost packages or shipping costs.

                                                                           Return Costs & Fees

                                                    Seller's Responsibility (No Cost to Customer)

If the return is due to SEP Filipino Grocery’s error (e.g., incorrect, defective, or damaged items), the return is free for the customer.

                                                                Customer’s Responsibility 

                                                                      (Return Fees Apply)

If returning an item due to personal reasons (e.g., change of mind, impulse purchase, no longer needed), the following fees apply:
✅ Return Label Fee: $20
✅ Restocking Fee: 20% of the product price

• These fees will be deducted from the refund or billed separately.
• The customer must prepay for shipping to return the product to our local return center.

                                                                               Return Procedure

                                                                   If SEP Filipino Grocery is at Fault:

1. Contact us via email or chatbot to report the issue.
2. Our customer service team will assess the claim and process the refund accordingly.

                                                                     If the Customer is at Fault:

1. Contact us via email or chatbot to request a return.
2. Our team will review the request and provide the return instructions.
3. Ship the product to our return center in Jersey City, NJ.
4. After inspection, the return fee will be charged, or it will be deducted from the refund amount.

                                                                      Unacceptable Returns

                The following conditions make a product ineligible for return:
❌ More than 7 days have passed since receiving the product.
❌ The item is lost or damaged due to customer negligence.
❌ The product tag, brand box, or original packaging is missing or damaged.
❌ The product has been used or consumed (e.g., opened food bags, used cosmetics, scratched accessories).
❌ The item has significantly decreased in value, making resale impossible.
❌ The item was damaged due to uncontrollable factors (e.g., natural disasters, extreme weather).

    Due to the nature of groceries and shipping, we do not offer exchanges.

• If you wish to exchange an item, please follow the return process and place a new order for the desired product.