1. Cancelling before we shop
The fastest way not to pay is to cancel before your shopper starts shopping. At that point we refund the pre-stocking fee in full and nothing else has been spent on your behalf.
See our Delivery Policy for the cancellation deadline that applies to your order.
2. What qualifies for a refund
Once a charge has been made, a refund applies in these cases:
- •The order was not delivered — full refund.
- •You were charged for items you did not receive — refund of the value of those items.
- •Items arrived damaged, spoiled or wrong — refund or replacement of the affected items.
The store receipts are given to you with your own receipt, so you can check every item charged against what actually arrived.
3. Partial refunds
Where the problem affects only some items, the value of those items is refunded by whoever collected it. The pre-stocking fee is not refunded once shopping has begun, because it covers work that was actually carried out on your order.
4. Deadline to report a problem
Tell us within 24 hours of delivery. After that we cannot verify what happened with a perishable order, and we may not be able to help.
5. How a refund is processed
Approved refunds are returned by the party that collected the money — the pre-stocking fee by the platform operator to the card you paid with, and anything settled at the door by your shopper.
6. Contact
To request a refund, write to us with your order number: concierge@goromana.com.