Refund Policy
Last updated 2026-07-01
This policy explains when and how refunds are issued for orders placed through the app.
1. Unavailable items
If an item you ordered isn't available in-store, what happens depends on the substitution preference you chose at checkout: "Contact me" pauses that item for your decision, "Best match" lets your shopper pick a similar substitute, and "Refund item" automatically removes it from your total.
2. Cancelled orders
Cancelling before a shopper accepts your order results in a full refund.
Cancelling after a shopper has started shopping may only be partially refundable, since shopping and delivery effort may already have been spent — the app shows the applicable refund amount before you confirm a cancellation.
3. Delivery problems
If your order arrives damaged, incomplete, or significantly late, contact support through the in-app WhatsApp link within 24 hours of delivery so we can investigate and issue a partial or full refund where warranted.
4. How refunds are paid
Approved refunds are issued back to the original Paystack payment method used for the order. Processing time depends on your bank, typically 3–10 business days.