Cancellation, Return, Replacement & Refund Policy
Planned cancellation stages and fair remedies for genuine order and product problems.
Content updated: 7 October 2026
Jalad Bazaar is preparing for launch. The mobile app is under development; ordering, delivery and payment processing are not live. These pages explain the intended customer experience and will be updated before launch where necessary.
Cancellation by order stage
Request cancellation immediately through the app or published support channel when available. No arbitrary cancellation fee is imposed by this policy. The stage reached and whether goods can safely be stopped will affect the available option.
| Order stage | Cancellation availability |
|---|---|
| Before acceptance / picking | Cancellation should normally be available; any collected amount should be refunded. |
| Accepted, picking not started | Cancellation should normally remain available with a full refund. |
| Picking started, not dispatched | Request cancellation immediately; Jalad Bazaar will stop the order where operationally possible, with a full refund if cancellation is accepted. |
| Packed / assigned, not dispatched | Operational approval may be required, especially for fresh, chilled or frozen items. |
| Out for delivery | Ordinary change-of-mind cancellation is normally unavailable; contact support for exceptional circumstances. |
| Delivered | The order cannot be cancelled; eligible item-level return, replacement and refund remedies remain. |
If Jalad Bazaar cancels an order
Jalad Bazaar may need to cancel an order or item because of unavailable or unsafe stock, a genuine pricing error, serviceability, severe weather or operational disruption. The customer should receive an explanation and the full amount paid for cancelled items. For complete cancellation attributable to Jalad Bazaar, the applicable delivery charge should also be refunded. An unavailable item must not be replaced without customer consent.
Problems eligible for review
Claims are subject to reasonable verification of the affected order and issue. A genuine complaint is not automatically rejected simply because a photograph is unavailable.
- Missing or incorrect items, short quantity, material misdescription, or a product charged but not supplied.
- Damaged packaging, leakage, tampering, expiry/use-by issues, recall or unsafe goods.
- Spoiled perishables, materially poor-quality fresh produce, incorrect charges or a material delivery failure affecting suitability.
Change-of-mind returns
After delivery, change-of-mind returns may be restricted for food, fresh produce, chilled/frozen goods, baby food, personal-care items, opened/unsealed products and other hygiene- or safety-sensitive goods. These restrictions do not remove remedies for genuine defects, unsafe goods or other applicable consumer rights.
A fair remedy for the affected items
Depending on the issue, remedies may include replacement, an item-level refund, a complete-order refund where appropriate, correction of an overcharge or another fair remedy. A return or collection may be arranged where appropriate and safe; customers should not be asked to retain unsafe products where doing so creates a risk.
An approved replacement for the affected item should not carry an additional delivery fee. A complete-order remedy may be appropriate where leakage, contamination or temperature failure materially affects the whole order. If a claim is declined, a clear reason and escalation route should be provided; a previous valid complaint is not a reason to deny a new genuine remedy.
Product amounts and delivery charges
For a valid partial item refund, the delivery fee is normally not refunded if the rest of the order was correctly delivered. For complete non-delivery or cancellation attributable to Jalad Bazaar, the applicable product amount and delivery charge should be refunded. The outcome should be explained to the customer.
Refund method and initiation
Approved refunds are targeted for initiation within approximately 2 business days. The customer's bank or payment provider may need additional processing time after initiation. Eligible refunds should go to the original payment method where supported; customers will not be forced to accept store credit. If the original route is unavailable, support should explain and agree a suitable alternative rather than silently substituting credit.
An approved item refund normally reflects the amount actually paid for the affected quantity, accounting for applicable discounts. A refund reference or status update should be provided after initiation. If funds have not arrived within the communicated processing period, contact support with the order and limited payment reference; the issuing bank or payment provider can also review a payment issue.
Reporting and customer rights
Nothing in these policies removes applicable consumer rights or remedies for defects, spoilage, damage, expiry, unsafe goods, wrong items, misdescription or short supply. Reporting targets do not automatically exclude genuine complaints or latent defects.
Report promptly using order-specific help or the published support channel when available. Include the order and affected items, and keep relevant packaging or date information where safe. See the product-quality policy for perishable and unsafe-product guidance.