Buyer protection guaranteed
Refund & Cancellation Policy
Fair, fast, and transparent resolutions for every order — from kitchen to doorstep.
30-min
report window
report window
Photo evidence
quick approval
quick approval
5-7 days
bank refunds
bank refunds
real-time status
| Order Status | Refund Eligibility | Cancellation Fee |
|---|---|---|
| Within 1 minute | 100% refund | None |
| After 1min & before preparation start | Full refund | None |
| Merchant started prep / DP assigned | No refund guaranteed | 100% may be charged |
| Out for delivery / DP at pickup | No refund | 100% order value |
Cancellation before preparation = 0 penalty. After start, fees apply.
photo required
| Issue | Evidence | Refund Outcome |
|---|---|---|
|
Incorrect item |
Photo of wrong item + receipt comparison | 100% refund value |
| Missing item(s) | Photo of delivery content vs receipt | 100% missing value |
| Damaged/Spilled | Clear photo showing inedible/unusable | Full or partial refund |
| Quality issues | Photo + retain item for inspection | 100% affected items |
| Non-delivery (Prepaid) | Partner/Merchant confirmation | 100% entire order |
30 minutes after delivery – report immediately via in-app
chat! Late reports may be declined.
exceptions
Change of mind Taste, texture dislike if order
correct
Customer error Wrong address, selection or
instructions
Refused delivery (without cause) Rejecting correct
order at arrival
Minor delays Traffic/weather/high demand
(reasonable)
Reported too late >30 min after delivery
marked
Consumption / opened groceries After significant
use
fast approval
Contact support
In-app chat / phone
In-app chat / phone
Verification
Evidence & final decision
Evidence & final decision
Initiation
Immediate approval
Immediate approval
Original source: 5-7 business days
HungerFresh Credit: within 24 hours
Credit option faster for next order
Need help with your order?
Quick refunds • 24/7 live support • Fast issue resolution