Return, Refund & Cancellation Policy
Last Updated: 4 September 2026
We want every order placed through our platform to arrive safely, accurately, and in good condition. This policy explains when customers may request a return, replacement, refund, or cancellation for grocery, retail/shop, and restaurant orders.
1. General Policy
Because many of the products available through our platform are perishable, prepared, or hygiene-sensitive, not all items are eligible for physical return.
Customers should inspect their order as soon as it is delivered and report any problem within the applicable time period specified below.
Refunds, replacements, and returns are subject to verification and may require photographs, order details, or other supporting information.
2. Grocery Orders
Eligible Issues
Customers may request a refund or replacement when:
- An item is missing from the order.
- The wrong item was delivered.
- An item is damaged or unusable when received.
- A perishable item arrives spoiled, leaking, or otherwise unsafe.
- The quantity delivered differs materially from the quantity ordered.
- The item does not reasonably match its description or selected variation.
- An item has expired before delivery.
- An item arrives in unacceptable condition due to delivery or handling.
Perishable Goods
Fresh produce, meat, seafood, dairy, frozen foods, prepared foods, and other perishable products generally cannot be returned because of food-safety considerations.
Customers should contact us as soon as possible after delivery, preferably within 24 hours, if a perishable item is damaged, spoiled, incorrect, or unsafe.
We may request photographs of the item and its packaging before approving a refund or replacement.
3. Shop / Retail Orders
For non-food retail products, customers may request a return or replacement where:
- The wrong product was delivered.
- The product is defective or damaged.
- The product is materially different from the description.
- Parts or accessories that should have been included are missing.
- The order contains an item that was not ordered.
Eligible products should normally be reported within 7 days of delivery.
Where a physical return is required, the customer may be provided with return instructions. The product should, where reasonably possible, be returned in its original packaging and with all accessories, manuals, and other included components.
Some products may be subject to manufacturer warranties or special return conditions.
4. Restaurant Orders
Restaurant and prepared-food orders are generally not eligible for physical return.
Customers may request a refund or replacement if:
- The food is missing.
- The wrong meal or item was delivered.
- An ordered item is missing ingredients that were specifically selected or paid for.
- The food arrives significantly damaged or spilled.
- The order is substantially incomplete.
- The food is delivered in a condition that makes it reasonably unsafe or unsuitable to consume.
- The order does not substantially correspond with what was ordered.
Restaurant-related issues should preferably be reported within 2 hours of delivery.
For food-safety concerns, customers should stop consuming the affected food and contact us immediately.
5. Incorrect or Missing Items
If your order contains an incorrect or missing item, please contact customer support with:
- Your order number.
- The item affected.
- A description of the problem.
- Photographs where appropriate.
Depending on the circumstances, we may provide:
- A replacement item.
- A refund for the affected item.
- A partial refund.
- A voucher or credit.
- Another reasonable resolution.
6. Damaged Products
If an item arrives damaged, customers should take photographs of:
- The damaged product.
- The product packaging.
- The delivery packaging, where applicable.
We may use this information to determine whether the damage occurred during packing, handling, or delivery.
Where appropriate, the damaged product may need to be retained until the claim has been reviewed.
7. Products That Cannot Be Returned
For health, safety, hygiene, or regulatory reasons, certain products may not be eligible for return, including:
- Perishable food.
- Prepared restaurant meals.
- Fresh produce.
- Meat and seafood.
- Opened or used personal-care or hygiene products.
- Products that cannot safely be resold once opened.
- Customized or made-to-order products.
- Digital products or services, where applicable.
- Other products identified as non-returnable at the time of purchase.
This does not affect any mandatory consumer rights that cannot legally be excluded.
8. Order Cancellation
Customers may cancel an order before it has been accepted or prepared, where the platform provides a cancellation option.
Once a restaurant has started preparing food, a grocery store has begun fulfilling an order, or a shop has dispatched an item, cancellation may no longer be possible or may be subject to applicable charges.
Where a cancellation is permitted, the applicable refund will be communicated to the customer before or at the time of cancellation where reasonably possible.
9. Refunds
Approved refunds will generally be issued to the original payment method.
Depending on the payment provider or financial institution, the refund may take several business days to appear in the customer's account.
In some circumstances, we may offer platform credit, a voucher, or another remedy instead of a monetary refund, subject to applicable law and the customer's rights.
Delivery fees, service fees, tips, or other charges may not be refundable where the issue relates only to an individual product. Where an entire order is cancelled or fails due to an issue attributable to us, the applicable fees may also be refunded.
10. Refund Review
Submitting a refund request does not automatically guarantee approval.
We may investigate claims to prevent fraud, abuse, or repeated misuse of the refund system. We may request additional information, including photographs or other evidence.
Refunds may be refused where:
- The claim is false or misleading.
- The issue was caused by improper storage, handling, or use after delivery.
- The customer received and used the product as intended and later changed their mind, where no legal right of return applies.
- The claim falls outside the applicable reporting period.
- There is evidence of repeated or abusive refund activity.
Nothing in this section limits rights provided to customers under applicable consumer-protection laws.
11. Promotions, Discounts and Bundles
If an item purchased as part of a promotion, discount, bundle, or special offer is refunded, the refund will normally reflect the actual amount paid for the affected item after applicable discounts.
Where a refund changes the customer's eligibility for a promotion or minimum-order offer, the value of the promotion may be recalculated where permitted by law.
12. Delivery Problems
If an order is not delivered, is delivered to the wrong location, or is substantially delayed due to an issue attributable to the platform, merchant, or delivery service, customers should contact support as soon as possible.
We will investigate the delivery and, where appropriate, provide a replacement, refund, credit, or other suitable resolution.
Delays caused by circumstances outside reasonable control may be handled differently.
13. How to Request a Return or Refund
Customers can submit a return or refund request through the platform's Help / Support section or by contacting customer support.
Please provide your order number and a clear description of the problem.
For faster processing, include photographs when the issue involves damaged, incorrect, spoiled, or incomplete items.
14. Customer Responsibility
Customers are responsible for providing an accurate delivery address, contact information, and any required delivery instructions.
For perishable goods, customers should promptly collect deliveries and store products appropriately after delivery.
We are not responsible for deterioration or damage caused by the customer's failure to collect, store, or handle products appropriately after delivery.
15. Consumer Rights
This policy is intended to provide a convenient process for resolving order problems and does not limit any rights customers may have under applicable consumer-protection, food-safety, electronic-commerce, or other laws.
Where applicable law provides customers with greater rights than those described in this policy, those legal rights will apply.
16. Policy Changes
We may update this Return, Refund & Cancellation Policy from time to time.
The updated version will be made available through our platform, and the Last Updated date will be changed accordingly.
17. Contact Us
For questions, return requests, refund requests, or complaints, please contact our customer support team through the platform's Help / Support section or the contact details provided on our website.
If you have any questions about this Refund Policy or wish to request a refund, please contact our customer support team through the contact information provided on our website.
Email: support@zippygo.co Tel: 071 701 3439