Terms of service

McGROCER LTD

Last updated: 15 March 2026
Governing law: England & Wales


OVERVIEW

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.

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.


SECTION 1 — ABOUT MCGROCER AND OUR SERVICE

McGrocer operates as an independent cross-border shopping and export service. We source genuine products from authorized UK retailers on behalf of our customers and arrange consolidated international delivery worldwide.

Order-first sourcing model

McGrocer operates on a confirmed-order basis:

• products are purchased from authorized UK retail channels only after a customer order has been placed, confirmed, and paid for;
• McGrocer does not purchase goods speculatively, does not hold commercial stock in anticipation of demand, and does not act as a retailer of the products on its platform; and
• McGrocer consolidates customer-ordered goods sourced from one or more UK retailers and arranges international fulfilment on the customer's behalf.

McGrocer's role

When you place an order, you authorize McGrocer to source and purchase the specified products on your behalf from authorized 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 not the manufacturer, brand owner, or authorized distributor of the products on its platform unless expressly stated. McGrocer does not claim affiliation with, endorsement by, or authorization from any brand owner unless such a relationship is explicitly disclosed. All trade marks remain the property of their respective owners.

Important notice regarding brand authorization

McGrocer sources products from authorized UK retail outlets. It does not represent that the supply of those products to your destination country has been authorized 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.


SECTION 2 — ACCEPTANCE OF TERMS AND CHANGES

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.

Changes 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.


SECTION 3 — YOUR ACCOUNT

To use certain features of the Services, you may need to create a McGrocer account. You agree to:

• provide accurate, current, and complete information during registration and to keep that information updated;
• keep your password and account credentials confidential and secure;
• take responsibility for all activity that occurs under your account; and
• notify McGrocer immediately at hello@mcgrocer.com if you suspect unauthorised access to your account.

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.


SECTION 4 — PLACING AN ORDER

Order process

By submitting an order through the McGrocer platform, you make an offer to McGrocer to source and deliver the specified products on the terms set out in your order summary and these Terms. Your order constitutes an offer, not a binding contract, until McGrocer sends you an Order Confirmation by email.

Order Confirmation

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:

• a product is unavailable from any authorised UK retail source at the time of sourcing;
• the destination country is subject to import restrictions in relation to the product ordered;
• there are reasonable grounds to believe the order may give rise to a violation of applicable law;
• payment is not received, authorised, or verified; or
• McGrocer determines in good faith that fulfilment of the order is not practicable.

Where McGrocer declines an order after payment has been taken, a full refund will be issued promptly.

Accuracy of orders

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.

Substitutions

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.

Order modifications

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.


SECTION 5 — PRICING, FEES, AND PAYMENT

Service Fee

The total amount payable for your order (the “Service Fee”) comprises:

• the cost of the product at the retail purchase price;
• McGrocer’s sourcing and consolidation fee; and
• the applicable international delivery charge.

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 not known to McGrocer at the time of order and are payable by you as the Importer of Record. See Section 7 for full details.

Payment and authorization

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 of your order. McGrocer will set out the additional amount required and the reason for it.

You will have 48 hours from the time of that notification to confirm whether you wish to proceed. If you do not confirm within that period, or if you do not wish to proceed, your order will be cancelled and McGrocer will issue a full refund of the amount originally authorized. McGrocer will not commence sourcing or capture payment until you have confirmed your acceptance of the revised amount.

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.

Import duties and taxes

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.

Pricing errors

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.

Dangerous goods surcharge

Certain items require specialized courier documentation and packaging under international shipping regulations. Where an order contains goods classified as dangerous goods by courier partners, a handling surcharge of £87 may apply. Information about this surcharge is provided in the Shipping Policy. This charge may not be itemised within the checkout order total and will be communicated separately where it applies.


SECTION 6 — SOURCING AND FULFILMENT

Processing timeline

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.

Product sourcing

McGrocer sources products exclusively from established and authorised UK retail channels, including major supermarkets, department stores, specialist retailers, and authorized distributors. McGrocer does not source products from unverified intermediaries or supply channels whose authorisation cannot be reasonably confirmed. Purchase records are maintained for all orders.

Ambient goods only

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.

Product availability

Products are sourced from UK retailers at the time of order. If an item becomes unavailable after Order Confirmation:

• a suitable substitute of equal or greater value may be offered;
• the customer will be contacted where reasonably possible before dispatch; and
• unavailable items will be refunded in full if no suitable substitute is accepted.


SECTION 7 — INTERNATIONAL SHIPPING AND CUSTOMS

Shipping coverage

McGrocer currently ships to more than 150 countries worldwide through its 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.

Delivery terms — DDU

All international shipments are dispatched on a Delivered Duty Unpaid (DDU) basis. This means:

• McGrocer is responsible for the product and shipping cost up to the point of dispatch and transport to the destination country;
• you are responsible for all customs duties, import taxes, local VAT or GST, government inspection charges, and customs clearance fees applicable in your destination country; and
• if these charges are not paid, the shipment may be held, returned, or destroyed by customs authorities. McGrocer has no control over these outcomes.

You are the Importer of Record

For all international shipments, you act as the Importer of Record. Before placing an order, you confirm at checkout — by accepting 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 may complete customs documentation on your behalf as your appointed agent. However, 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.

Delivery estimates

Estimated delivery times after dispatch are provided below for guidance only:

• Europe — 2–4 business days (may vary by country)
• North America — 3–5 business days (United States, Canada, Mexico)
• Asia Pacific — 4–7 business days (varies by destination)
• Rest of World — 4–8 business days (subject to local conditions)

Delivery estimates 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 delays and inspections

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.

Customs refusal and returned shipments

If a shipment is refused entry by customs authorities, returned due to import restrictions, or abandoned by the recipient:

• you remain responsible for all original shipping costs, any customs charges incurred, and return courier fees;
• if McGrocer receives a returned shipment in resaleable condition, any refund will be issued after deduction of all shipping, return, and handling costs; and
• if a shipment is refused, confiscated, destroyed, or abandoned by customs authorities in circumstances where you confirmed at checkout that the products were permitted for import into your destination country, the order will not be eligible for refund or replacement. This exclusion does not apply where the refusal or confiscation arises directly from McGrocer’s failure to apply a product restriction that was known to McGrocer at the time the order was accepted.

Damaged or missing items

You must report damaged or missing items to McGrocer within 48 hours of delivery by contacting hello@mcgrocer.com. Photographic evidence may be required. Verified claims may qualify for replacement or refund at McGrocer’s discretion.

Risk and title

Title to the products passes to you upon payment in full. For consumers based in the United Kingdom, risk in the products passes 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.

Parallel trade and brand owner rights

Products sourced by McGrocer are genuine goods lawfully purchased within the United Kingdom retail market. However, customers should note the following:

• brand owners may have enforceable intellectual property or commercial rights in certain jurisdictions relating to goods originally placed on the UK market. McGrocer does not represent that export of any product has been authorised by the relevant brand owner;
• in certain jurisdictions — including some EU member states, the United States, and Gulf Cooperation Council countries — brand owners may have the right to challenge the importation of specific categories of goods. Customers purchasing for commercial resale should seek independent legal advice; and
• McGrocer maintains an internal product restriction list for categories and markets where specific legal concerns are known to apply and may decline to fulfil orders accordingly.


SECTION 8 — CONSUMER RIGHTS — UK CUSTOMERS

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.

Right to cancel — 14-day cooling-off period

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 by contacting support@mcgrocer.com. 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:

• products that have been opened or used in a manner inconsistent with their original sealed packaging;
• perishable goods (including food and drink) where the nature of the goods makes return impractical;
• goods sealed for health or hygiene reasons that have been unsealed after delivery;
• products that have been custom-ordered or personalised at your specific request; or
• goods that have been mixed inseparably with other items after delivery.

Goods must conform to contract

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:

• a full refund if you reject the goods within 30 days of delivery;
• a repair or replacement within a reasonable time and without significant inconvenience to you; or
• a price reduction or final right to reject if repair or replacement is not possible or has failed.

Disputes

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 https://ec.europa.eu/consumers/odr for online purchases.


SECTION 9 — RETURNS, CANCELLATIONS, AND REFUNDS

Cancellation before sourcing commences

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 sourcing has commenced, cancellation may not be possible because goods will already have been purchased on your behalf.


Returns for UK consumers

UK consumers have the statutory right to cancel within 14 days of delivery as described in Section 8. To initiate a return, contact support@mcgrocer.com with your order number and reason for return. McGrocer will provide return instructions.


Faulty or misdescribed products

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 hello@mcgrocer.com with photographic evidence within 48 hours of delivery.


Non-returnable items

Due to hygiene, safety, and the nature of cross-border fulfilment. the following items cannot be returned unless faulty or misdescribed:

  • opened food products, baby foods, and infant nutrition products;

  • personal care, cosmetic, or hygiene products that have been opened or used;

  • perishable or temperature-sensitive goods;

  • perishable goods that by their nature cannot be returned after delivery, including food, drink, and other items liable to deteriorate or expire rapidly;

  • custom or special-order products purchased specifically at your request; and

  • products whose retail seal has been broken where health or hygiene reasons make return inappropriate.


Refund processing

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.


AI-generated and automated content

McGrocer uses automated tools to assist in catalogue management and product description generation. Product descriptions on the platform are subject to McGrocer's ongoing optimization programme and are independently authored by McGrocer. McGrocer applies additional care to descriptions of products in regulated categories including food, supplements, and health products.

Product specifications displayed on the platform are indicative only. Customers must always refer to the official product label and packaging for definitive information, including ingredients, allergens, dosage, warnings, and regulatory compliance information. McGrocer is not responsible for any loss arising from reliance on platform product information instead of the official product label.


Product images

Images on the McGrocer platform are provided for product identification purposes only. Some images are McGrocer's own original representations of the product container. Where images are configured as click-through links, they will redirect you to the product's authorized UK retail listing.

Actual packaging and product appearance may vary. Images do not constitute a representation as to origin, authorization, or brand affiliation.


Platform Content licence

Platform Content — including product information, images, text, and other materials — is provided under a limited, non-exclusive, non-transferable, and revocable licence for your personal, non-commercial use. Platform Content may not be redistributed, reproduced, or used to develop a standalone database without McGrocer's express written permission.


SECTION 11 — REGULATED PRODUCTS

Alcohol

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 the destination country to which the order is being shipped, whichever imposes the higher age requirement.

You also confirm that the recipient of any delivery of alcohol products will be of legal drinking age under the laws of the destination country. Valid government-issued identification may be required upon delivery. Alcohol products will not be delivered to an intoxicated recipient.

You agree not to purchase alcohol products for resale or for supply to a person under the legal drinking age.

Alcohol import is subject to strict controls in many countries. It is your responsibility to confirm that alcohol importation is lawful and permitted in your destination country and to obtain any necessary import permits before placing an order.

McGrocer reserves the right to cancel the alcohol-related portion of any order where legal requirements for delivery cannot be met.


Electrical Products

Electrical products are supplied in UK specification (220–240V, 50Hz) with UK-standard plugs.

Customers outside the United Kingdom are responsible for ensuring compatibility with local electrical standards and for obtaining any necessary adaptors or voltage converters.

McGrocer is not responsible for damage arising from the use of electrical products with incompatible local electrical supplies.


Food and Supplement Products

Food, dietary supplement, and health product descriptions are indicative only. You should 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 that such products may be legally imported before placing an order.


Dangerous Goods

Certain products are classified as dangerous goods for international shipping purposes and require specialised courier documentation and packaging.

A courier handling surcharge of £87 may apply to orders containing such items. Information about dangerous goods classification is provided in the Shipping Policy.

This surcharge is not currently included in the checkout order total and will be communicated separately where applicable.

Dangerous goods classification is determined by international courier regulations and is outside McGrocer’s control.


SECTION 12 — INTELLECTUAL PROPERTY

McGrocer’s Intellectual Property Policy

McGrocer’s approach to intellectual property — including product images, brand owner relationships, content neutralization, 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

By using the Services, you agree to the terms of that policy.


McGrocer’s Intellectual Property

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, and 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.


No Scraping or Automated Access

You may not access the Services through automated means, including scraping, crawling, or using any robot, spider, or other automated tool.

You may not frame any part of the Services or extract McGrocer’s product catalogue or pricing data for use in any external database or service without McGrocer’s express written permission.


User Content

If you submit any content to the Services — including reviews, feedback, images, or other materials — you retain ownership of that content but grant McGrocer a worldwide, non-exclusive, royalty-free, perpetual, transferable, and sub-licensable licence to use, store, display, reproduce, modify, and distribute that content for the purposes of operating and improving the Services.

McGrocer may remove any user-submitted content at any time and without notice.


Reporting Intellectual Property Infringement

If you believe that any content on the McGrocer platform infringes your copyright or trade mark rights, please send a written notice to:

compliance@mcgrocer.com

Your notice must include:

(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;
(c) a statement that you have a good faith belief that the use is not authorised; and
(d) a statement that the information provided is accurate.

McGrocer will review credible and evidenced notices and will respond within 14 business days.

McGrocer reserves the right to take action against users who repeatedly infringe intellectual property rights, including suspension or termination of their account.


SECTION 13 — PLATFORM USE

Licence to Use

McGrocer grants you a limited, non-exclusive, non-transferable, and revocable licence to access and use the Services solely for their intended purposes, subject to your compliance with these Terms and McGrocer’s policies. This licence does not include any right to resell or commercially exploit the Services or their content.


Prohibited Uses

When using the Services, you must not:

  • use the Services for any unlawful purpose or in any manner inconsistent with these Terms;

  • use the Services to purchase goods for commercial resale in markets where doing so would infringe the intellectual property rights of brand owners;

  • submit false, misleading, or fraudulent orders or information;

  • attempt to circumvent any security, access control, or usage restriction of the platform;

  • engage in any conduct that could damage, disable, overburden, or impair the platform;

  • attempt to gain unauthorised access to any part of the Services or any connected system; 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.


Platform Modifications

McGrocer may introduce new features, modify existing features, or remove features from the Services at any time and without prior notice.

If you provide McGrocer with feedback, suggestions, or comments regarding the Services, you grant McGrocer a worldwide, royalty-free, perpetual right to use such feedback for any purpose without restriction or compensation to you.


Software and Applications

Where you access the Services through downloadable software or a mobile application, that software may update automatically.

Some elements of the software may be governed by open source licences, which will be made available where applicable. In the event of a conflict between an open source licence and these Terms, the open source licence shall prevail solely with respect to the relevant software.


SECTION 14 — COMMUNICATIONS

By creating a McGrocer account, you agree to receive communications from McGrocer including by email, SMS, push notifications, and other electronic means, in connection with your orders, your account, and — where you have opted in — marketing and promotional materials.

You may opt out of promotional and marketing communications at any time by:

  • adjusting your account settings;

  • following the unsubscribe link in any marketing email; or

  • replying “STOP” to any SMS message from McGrocer.

Opting out of marketing communications does not affect transactional communications relating to your orders or account.

McGrocer and its courier partners may send you unencrypted SMS messages or electronic notifications relating to the status of your order. Standard message and data rates may apply.


SECTION 15 — THIRD PARTY PROVIDERS AND SERVICES

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 does not supervise, direct, or control their operations. McGrocer is not responsible for the acts or omissions of third-party providers, except to the extent that such responsibility cannot be excluded by applicable law.

McGrocer may provide access to optional third-party tools or services. Any use of such tools is at your own risk. McGrocer makes no representations or warranties in relation to third-party tools and assumes no liability arising from their use.

Any dispute with a third-party provider — including a courier or payment processor — should be raised in the first instance with McGrocer at hello@mcgrocer.com, and McGrocer will use reasonable endeavours to assist in resolving the matter.


SECTION 16 — LIMITATION OF LIABILITY

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.

Scope of Liability

Subject to the above, McGrocer's total aggregate liability to you — whether in contract, tort (including negligence), breach of statutory duty, or otherwise — arising out of or in connection with these Terms or the Services shall not exceed the total Service Fee paid by you for the specific order giving rise to the claim.

Excluded Losses

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, loss of revenue, loss of business, or loss of anticipated savings;

  • customs seizure, confiscation, or destruction of products by authorities in the destination country;

  • delays or losses caused by third-party couriers, customs authorities, or force majeure events;

  • the inability to resell products in the destination country due to applicable intellectual property, trade mark, or parallel import laws;

  • changes in the retail availability or pricing of products after Order Confirmation; or

  • errors, inaccuracies, or omissions in product information that are not caused by McGrocer's direct fault.

Services Provided “As-Is”

The Services are provided on an “as is” and “as available” basis.

McGrocer does not warrant that the platform will be uninterrupted, error-free, or free from viruses or other harmful components, and disclaims all implied warranties to the extent permitted by law.




SECTION 17 — INDEMNIFICATION

Where you are using the Services in the course of a business, or where you use the Services for purposes that are not permitted by these Terms, you agree to indemnify and hold harmless McGrocer, and its officers, directors, employees, and agents, against any claims, losses, damages, costs, and expenses (including reasonable legal fees) arising directly from:

(i) your material breach of these Terms;
(ii) your deliberate violation of any applicable law or third-party intellectual property right in connection with your use of the Services; or
(iii) any fraudulent or deliberately misleading conduct by you in connection with an order.

This clause does not apply to claims arising from ordinary consumer use of the Services by individuals acting outside the course of a business.


SECTION 18 — FORCE MAJEURE

McGrocer shall not be liable for any failure or delay in performing its obligations under these Terms where such failure or delay is caused by circumstances beyond McGrocer's reasonable control, including but not limited to:

  • acts of God;

  • natural disasters;

  • pandemic or epidemic;

  • war, civil unrest, or terrorism;

  • government action or regulatory intervention;

  • failures of third-party infrastructure or telecommunications;

  • cyberattacks or security breaches affecting third-party systems;

  • labour disputes; 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 reasonably practicable and will issue a full refund where the order cannot be fulfilled within a reasonable time.


SECTION 19 — GOVERNING LAW AND DISPUTE RESOLUTION

Governing Law

These Terms and any dispute or claim arising out of or in connection with them — whether contractual or non-contractual — shall be governed by and construed in accordance with the laws of England and Wales.

Informal Resolution

McGrocer encourages customers to contact us in the first instance to resolve any dispute informally.

Please email compliance@mcgrocer.com describing the issue and the outcome you are seeking. McGrocer will endeavour to respond within 14 business days and will make reasonable efforts to resolve the matter without recourse to formal proceedings.

Jurisdiction

Subject to the consumer protection provisions below, the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim arising out of or in connection with these Terms or their subject matter.

Consumer Protection — Mandatory Rights Preserved

If you are a consumer habitually resident in a jurisdiction that mandates the application of local consumer protection laws or grants local courts jurisdiction over consumer disputes, those mandatory protections are not affected by this clause.

Nothing in these Terms prevents you from bringing a claim in the courts of your country of residence where you are entitled to do so by mandatory local law.

Alternative Dispute Resolution

UK consumers may access alternative dispute resolution (ADR) services. McGrocer will participate in ADR where required by law or where both parties agree.

Information about ADR schemes is available from the Citizens Advice Bureau and Trading Standards.

The EU Online Dispute Resolution platform is available at:
https://ec.europa.eu/consumers/odr

No Mandatory Arbitration

McGrocer does not require consumers to submit disputes to mandatory binding arbitration.

Any arbitration proceedings shall be voluntary and agreed between the parties in writing at the time of the dispute.


SECTION 20 — TERMINATION

You may stop using the Services at any time and without notice to McGrocer.

McGrocer may terminate or suspend your access to the Services at any time, with or without notice, including where:

(a) you have breached these Terms;
(b) McGrocer is required to do so by law; or
(c) McGrocer discontinues all or part of the Services.

Termination does not affect any rights or obligations that have accrued prior to the date of termination, including:

  • your obligation to pay for orders that have already been confirmed and sourced; and

  • McGrocer’s obligation to fulfil or refund those orders in accordance with these Terms.


SECTION 21 — TAXES

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, fees, or charges imposed by the laws of the destination country.

McGrocer will declare the accurate commercial value of all goods on customs documentation in accordance with applicable customs regulations.

Customers acknowledge that customs authorities in the destination country may require additional information, documentation, or payment before releasing a shipment.


SECTION 22 — REPORTING MISCONDUCT

If you believe that another user has violated these Terms or has acted inappropriately in connection with the Services, you may report this to McGrocer at hello@mcgrocer.com.

McGrocer reserves the right  but assumes no obligation  to investigate such reports and take any action it considers appropriate, including suspension or termination of accounts where necessary.

McGrocer shall not be liable for the acts or omissions of any user or third party, regardless of any action taken or not taken in response to a report.



SECTION 23 — GENERAL PROVISIONS

Entire agreement

These Terms, together with the Intellectual Property & Brand Protection Policy, the Privacy Policy, and the International Shipping Policy incorporated by reference, constitute the entire agreement between you and McGrocer in relation to the Services and supersede all prior representations, agreements, and understandings.

Severability

If any provision of these Terms is found by a court of competent jurisdiction to be invalid, unlawful, or unenforceable, that provision shall be severed or limited to the minimum extent necessary, and the remaining provisions shall continue in full force and effect.

No waiver

McGrocer's failure to enforce any provision of these Terms on any occasion does not constitute a waiver of its right to enforce that provision or any other provision on any future occasion.

Assignment

You may not assign, transfer, or sub-licence any of your rights or obligations under these Terms without McGrocer's prior written consent. Any purported assignment by you without such consent shall be void.

McGrocer may assign its rights and obligations under these Terms to a successor entity without your consent, provided the successor assumes all of McGrocer's obligations hereunder.

Third party rights

These Terms do not confer any rights on any third party under the Contracts (Rights of Third Parties) Act 1999, except where these Terms expressly provide otherwise.

No endorsement

McGrocer does not endorse any product, brand, retailer, or third-party service made available through or referenced by the Services. The appearance of any product on the platform does not imply McGrocer's endorsement of that product's merchantability, fitness for any particular purpose, or compliance with local law.


SECTION 24 — CONTACT INFORMATION

Questions, concerns, and all correspondence relating to these Terms or the Services should be directed to:


Contact Directory

Matter Contact Address / Email
General enquiries and orders hello@mcgrocer.com https://mcgrocer.com
Legal correspondence and compliance compliance@mcgrocer.com Unit C, Hubert Road (Cinch Self Storage), Brentwood, CM14 4JE
Returns and refunds support@mcgrocer.com Unit C, Hubert Road (Cinch Self Storage), Brentwood, CM14 4JE
Intellectual property complaints compliance@mcgrocer.com Unit C, Hubert Road (Cinch Self Storage), Brentwood, CM14 4JE

Registered details

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 on 15 March 2026. Previous versions are available on request.

McGrocer Ltd is registered in England and Wales under company number 13942357.