When do refunds apply?

Three situations.

An order is cancelled or rejected. If you reject an order, it is cancelled and the customer is refunded automatically.

A complaint is investigated and upheld. If a customer reports a genuine problem and the review finds in their favour, they may receive a refund.

A product is recalled. Every affected customer receives a full refund. See Food safety and recalls.

How long a refund takes to appear

Refunds go back to the payment method the customer used. To a bank account that typically takes five to seven working days. That is the bank's timeline, not ours, and it is worth telling an anxious customer so they are not checking hourly.

What it means for you

A refund before your payout is settled is simply not paid out. One after settlement may be recovered from a later payout. See What happens to my payout if a customer gets a refund?.

What is not automatic

A refund is not issued just because a customer asks. Each case is reviewed on the order details and the evidence available, and the outcome depends on what that shows.

The full terms are in our Refund and Cancellation policy.