Terms & Conditions
Last updated: September 2026
These Terms & Conditions ("Terms") govern your use of the Tuck Shop website and your purchase of products through it. By browsing our site, creating an account, or placing an order, you agree to these Terms. Please read them carefully.
1. Who We Are
Tuck Shop ("we", "us", "our") is an online grocery shop offering everyday groceries, fresh produce, pantry staples, and ready-packed hampers, with delivery and pickup options. You can reach us via WhatsApp at +263715779363 or by email at contact@tucks.co.zw.
2. Orders & Acceptance
Placing an order through the site is an offer to purchase the selected products. An order is confirmed once we acknowledge it, typically over WhatsApp using the number you provide at checkout. We may decline or cancel an order at our discretion — for example, if an item is unavailable, pricing was displayed incorrectly, or we're unable to verify or fulfil the order — in which case we'll let you know and refund any amount already paid for that order.
3. Pricing & Payment
Prices are shown in your cart before checkout and include any applicable delivery fee. We currently accept payment on delivery or pickup only. By placing an order, you agree to pay the total shown at checkout. We take reasonable care to keep prices accurate, but errors can occur; if we discover a pricing error on your order, we'll contact you before proceeding.
4. Delivery & Pickup
At checkout you can choose same-day delivery, a scheduled delivery slot, or pickup. We deliver within approximately 15km of CBD; outside that area, pickup is available instead. Orders over $80.00 qualify for free delivery within our coverage area. Delivery times are estimates and coordinated with you over WhatsApp; occasional delays can happen due to traffic, weather, or availability.
5. Product Availability & Substitutions
Stock levels can change between when you order and when we pack it. If an item you ordered becomes unavailable, we'll contact you to agree on a substitute, adjust the order, or remove and refund that item — we won't substitute an item without your agreement.
6. Cancellations, Returns & Refunds
You can request changes or cancellation by messaging us on WhatsApp as soon as possible; we can usually accommodate this if your order hasn't been packed or dispatched yet. If you receive an item that is damaged, incorrect, or not as described, contact us within 24 hours of delivery so we can arrange a replacement or refund. Perishable items (such as fresh produce) should be checked at the time of delivery or pickup.
7. Accounts & Security
If you create an account, you're responsible for keeping your login details confidential and for all activity under your account. Let us know immediately if you suspect unauthorised access. You agree to provide accurate, current information when registering or checking out.
8. Coupons & Promotions
Discount codes and promotional offers are subject to their own conditions (such as minimum spend, validity dates, or eligible products) and may be changed, limited, or withdrawn at any time. Coupons have no cash value and cannot be combined unless stated otherwise.
9. Acceptable Use
You agree not to misuse the site — including attempting to interfere with its operation, submitting false order or account information, or using the site for any unlawful purpose. We may suspend or close accounts that we reasonably believe are being used fraudulently or abusively.
10. Your Privacy
We collect the account and order details needed to fulfil your order — such as your name, phone number, email, and delivery address — and use them only to process orders, communicate with you (including over WhatsApp and email), and improve our service. We do not sell your personal information to third parties. Order and account data is stored securely and kept only as long as needed for these purposes.
11. Limitation of Liability
We work to make sure product descriptions, pricing, and availability are accurate, but we don't guarantee the site will be error-free or uninterrupted. To the extent permitted by law, Tuck Shop is not liable for indirect or consequential losses arising from your use of the site or delays outside our reasonable control. Nothing in these Terms limits any liability that cannot be excluded under applicable law.
12. Changes to These Terms
We may update these Terms from time to time to reflect changes in how we operate. The updated version will be posted on this page with a new "Last updated" date, and continuing to use the site after changes are posted means you accept the revised Terms.
13. Contact Us
If you have any questions about these Terms, reach us on WhatsApp at +263715779363 or by email at contact@tucks.co.zw. You can also use the contact form on our About & Contact page.