DeelaMart Refund Policy

Oct 2, 2026 · @Kiff

1. Purpose and Scope

This Refund Policy explains when and how DeelaMart Customers can get a refund, credit or redelivery for Orders placed through the Platform. It applies to food, grocery and retail Orders from participating Merchants, with or without delivery.

Orders are sold by Merchants and delivered by independent Couriers, and DeelaMart facilitates payment and resolves problems on their behalf. This Policy sits alongside our Terms and Conditions and does not limit any rights you have under Applicable Law, including mandatory consumer protection rights.

2. When You Are Eligible for a Refund

You may request a refund when something goes wrong with your Order. The usual remedy for each situation is shown below, and DeelaMart decides the final outcome based on the facts.

Where an Order is partly affected, the refund is limited to the affected Items and any fees directly linked to them.

3. Time Limits for Reporting Issues

Report problems through the app as soon as possible, using the following limits.

• Food and perishable Items: within 2 hours of delivery where practicable, and no later than 24 hours.
• Missing, wrong or damaged Items (non-perishable): within 48 hours of delivery.
• Non-delivery: within 24 hours of the scheduled delivery time.
• Billing errors: within 30 days of the charge.

We may still consider late requests where there is a good reason for the delay, or where Applicable Law gives you a longer period.

4. How to Request a Refund

1. Open the Order in the DeelaMart app and select Get help or Report a problem. If you cannot access the app, contact support using the details in section 13.
2. Choose the Item or issue affected and describe what happened.
3. Add evidence where relevant, such as clear photos of the Item, packaging, receipt or label. For food safety issues, keep the Item and packaging if you can.
4. Submit the request. We will confirm receipt and may ask for more information.
5. We review the claim, which may include checking with the Merchant and Courier, and tell you the outcome in the app and by email.

Most simple claims are decided within 24 hours. Complex claims, such as food safety incidents, may take longer.

5. Order Cancellations

By you. You may cancel for free before the Merchant accepts your Order. After acceptance, you may cancel until preparation starts, as shown in the app. Once preparation or delivery has begun, the Order generally cannot be cancelled and you may not receive a refund, although we will consider exceptional circumstances.

By the Merchant. If a Merchant cannot fulfil your Order, they may cancel it. You will receive a full refund automatically.

By a Courier or DeelaMart. If we cannot assign a Courier or complete delivery for reasons outside your control, or we cancel for safety, legal or fraud reasons, you will receive a full refund of amounts charged for that Order.

Cancellation fees. A fee up to the cost of the prepared Items may apply if you cancel after preparation has begun. Any such fee will be shown before you confirm cancellation. Scheduled Orders may be cancelled free of charge up to [60] minutes before the scheduled preparation time.

6. Types of Remedy

• Full refund. The total paid for the Order, including Items, taxes, and delivery and service fees, returned to you.
• Partial refund. The price of the affected Items, or a share of fees, where only part of the Order was affected.
• DeelaMart credit. Credit added to your account, which you may choose in place of a refund to the original payment method. Credits may expire after [12 months] and cannot be exchanged for cash unless the law requires it.
• Redelivery or replacement. Where the Merchant can safely remake or resend the Item, we may offer it instead of a refund.
• Goodwill gesture. In some cases we may offer a voucher or discount without accepting fault.

Tips are generally not refunded unless the Order was not delivered.

7. Refund Methods and Timelines

Approved refunds are returned to your original payment method unless you choose credit. Times start when the refund is approved, and banks can add delay beyond our control.

If you have not received your refund within the stated time, check with your bank or payment provider first, then contact us.

8. When Refunds Are Not Available

We may decline or reduce a refund where:

• The change of mind, or the Item was ordered by mistake, after preparation has begun.
• You provided a wrong or incomplete address, or were unreachable at delivery.
• The Item was delivered correctly, but you simply did not like the taste, where no defect or misdescription is shown.
• The claim falls outside the time limits in section 3, without good reason.
• You did not give reasonable evidence when asked.
• Damage or spoilage happened after delivery, such as through delay in collecting from your door.
• The claim relates to allergen or dietary needs that you did not tell the Merchant about before ordering.
• We have reasonable grounds to suspect fraud or abuse (see section 11).

Nothing in this section affects your statutory rights.

9. Special Items

• Perishable and hot food. Cannot be returned. Claims are assessed on photos, descriptions and Merchant information instead.
• Alcohol and age-restricted goods. Refunds are available for damage, wrong Items or non-delivery. If delivery is refused because age verification fails, the Order is not refunded in full and delivery fees may be retained.
• Retail and grocery goods. Unopened, non-perishable retail goods may be returned within [7] days where the Merchant's return policy allows it. Returned Items must be unused and in original packaging. Return shipping costs are borne by the Customer unless the Item was faulty or wrong.
• Custom or made-to-order Items. Refunds apply only where the Item is faulty, wrong or not as described.
• Allergens. Report any allergen exposure immediately. We will treat it as a food safety incident and may ask you for medical or other evidence where relevant to the claim.

10. Merchant and Courier Responsibilities

We usually refund Customers first and then decide who is responsible. Where a refund results from a Merchant's error, such as a missing or incorrect Item, poor quality, unsafe food, or a late preparation, DeelaMart may recover the cost from the Merchant's payouts. Where it results from a Courier's error, such as loss, damage, mishandling or misdelivery, we may recover it from the Courier's earnings in line with their agreement.

Merchants and Couriers may dispute a deduction through the Merchant or Courier support channel within 14 days. Chargebacks raised through a bank or card issuer are handled under the relevant card scheme rules, and the related amount may be deducted from the responsible party.

11. Fraud and Abuse

We monitor claims to keep refunds fair for everyone. Examples of abuse include false or exaggerated claims, repeated claims of non-delivery or missing Items without good reason, manipulating photos or evidence, and filing a chargeback after receiving a refund.

If we find abuse, we may reject the claim, reverse a refund, limit refund eligibility, suspend or close the account, recover amounts owed and report the matter to authorities.

12. Disputes and Appeals

If you disagree with a decision, reply in the support thread or select Appeal in the app within 14 days, and add any new information. A different team member will review the appeal and respond within 5 business days.

If you remain unsatisfied, you can follow the dispute resolution steps in our Terms and Conditions. You may also raise a complaint with your consumer protection authority or payment provider, including a card chargeback where permitted.

13. Changes to This Policy and Contact

Changes. We may update this Policy and will post the new version with its effective date. Changes apply to Orders placed after that date.

Contact. DeelaMart Customer Support: support@deelamart.shop, 08160959418, in-app Help Centre. Registered address: Deela Harvest Limited, 87 Idua Road, Eket, Akwa Ibom State.