Refund Policy
We want every order to bring a smile to your family's face. If something goes wrong, here's exactly what happens.
An item was out of stock
If you chose 'substitute,' you'll be charged only the price of the item actually provided. If the substitute costs less, you're refunded the difference automatically. If you chose 'remove and refund,' that item's cost is refunded to your original payment method within 5–10 business days.
The order was never fulfilled
If a Partner Store is unable to fulfil your order due to closure or unforeseen circumstances, you will receive a full refund within 5–10 business days, and we'll notify you immediately.
Wrong items delivered
Contact us within 48 hours of collection/delivery with your order reference. We will work with the Partner Store to resolve this via replacement or refund of the affected items.
You want to cancel before fulfilment
Cancellations made before the order enters 'Picking' status are eligible for a full refund. See our Cancellation Policy for full detail.
Quality issue with a perishable item
Please contact us within 24 hours of collection/delivery with a description (and photo if possible) of the issue. We will work with the Partner Store on a resolution, which may include a refund or credit.
How refunds are issued
All refunds are returned to your original payment method — never to a platform wallet or credit-only balance. Once approved, refunds typically appear within 5–10 business days depending on your bank or card issuer.