Grove Golden Guarantee & Compensation Policy

Last Updated: January 10, 2026 ~ Version 2

At Grove, we are committed to delivering a reliable, transparent, and high-quality experience. The Golden Guarantee is designed to protect customer rights while ensuring fair and responsible handling of issues.

Scope

This policy applies to all orders placed through the Grove application within the Kingdom of Saudi Arabia.

Fresh Products

Due to the nature of fresh food products, returns and exchanges are not accepted after delivery.
However, Grove may offer compensation or refunds in eligible cases, such as:

• Missing items
• Damaged or spoiled products
• Products that materially differ from the order

All cases are assessed individually based on the circumstances and available evidence.

Reporting Timeframe

Issues must be reported within 72 hours of delivery through Grove’s official support channels.
Reports submitted after this period may be handled at Grove’s discretion and are not considered an automatic entitlement.

Compensation Method

Any compensation, if approved, may be provided through:

• Wallet credit, or
• Refund to the original payment method

The method is determined based on operational and regulatory considerations.

Limitations

• Compensation is provided to address service issues, not as a recurring benefit.
• Grove reserves the right to decline compensation in cases of misuse, repeated unjustified complaints, or policy violations.

Final Authority

All compensation decisions are made in accordance with Grove’s internal policies and applicable Saudi regulations.