Cancellations & Refunds
When you can cancel, what we take back, and how quickly your money comes home.
01Cancelling an order
You can cancel at no charge any time before you've funded the order. Once the budget is paid and shopping has started, the order can't be cancelled. Committed transport costs and purchases that can't reasonably be returned are not refundable.
02What we accept back
Goods that arrive damaged, are clearly different from what you approved, or are unsafe to use. Tell us within 24 hours of delivery and, where possible, keep the item in its original condition.
03Perishables and personal care
Perishables, custom-sourced items and food prepared to order are handled with extra care. For hygiene reasons, opened food, perishables and personal-care items can't be returned unless the problem is with quality or safety.
04How refunds are paid
Approved refunds are paid within 7 working days, back through the channel you paid with where possible, or by Mobile Money.
05Unused budget
Whatever is left of your shopping budget after purchase is refunded once the service charge is settled. The two are processed separately so you can see each one clearly.
This policy sits alongside our Terms & Conditions.