When to report a problem
Report missing, incorrect, damaged, defective or materially misdescribed items as soon as reasonably possible after delivery. Include the order information and clear supporting details or photographs where relevant.
Food and perishable products
For health and safety reasons, perishable food, opened food, temperature-sensitive goods and other products that cannot safely be resold may not be returnable simply because you changed your mind. This does not remove rights that may apply where an item was incorrect, unsafe, defective or materially different from what was ordered.
Return condition
Where a physical return is approved, the item should be kept in the condition received, with packaging and accessories where reasonably possible.
Refund review
A refund request may be reviewed against the order, payment status, vendor response, delivery evidence and supporting information. Approved refunds are processed using the method available for that transaction and platform configuration.
Refund timing
After Food Baskket approves and initiates a refund, the time for funds to appear can depend on the bank, card network or payment provider.
Cancelled or rejected orders
Where an order or item is cancelled or rejected before fulfilment after payment has been confirmed, the system will apply the appropriate refund or reversal process according to the payment state.
Disputes
If a customer and vendor disagree about an order issue, Food Baskket may review available records and evidence before deciding the platform action.