General Refund Information

Effective Date: January 6, 2026
Last Updated: February 24, 2026

1. General Rule

iBazar may issue a refund, partial refund, store credit, replacement, or other resolution only when the issue qualifies under this Policy. Refunds are not automatic and are subject to review, proof, partner rules, payment processor rules, delivery records, and food safety requirements.

By placing an order, the customer agrees that grocery, food, restaurant, frozen, refrigerated, perishable, and custom-prepared items may have limited or no return eligibility once purchased, prepared, picked up, or delivered.

2. Eligible Refund Situations

A customer may be eligible for a refund, partial refund, credit, or replacement if iBazar confirms one of the following:

• An item was missing from the delivered order.
• A clearly wrong item was delivered.
• An item was damaged, spoiled, expired, or severely compromised at the time of delivery.
• A restaurant order had a clear preparation or fulfillment mistake, such as missing food or incorrect food.
• A payment or billing issue occurred and was verified by iBazar or the payment processor.

3. Strict 24-Hour Reporting Deadline

All order issues must be reported within 24 hours of delivery. This deadline is strict because food and grocery items are time-sensitive and may change condition after delivery.

• Photos may be required.
• Packaging labels, expiration dates, and item details may be required.
• Order number and store or restaurant name may be required.
• A short written explanation of the issue may be required.

4. Weight, lb, oz & Gram Differences

Some products are sold by weight, including meat, steak, fruits, vegetables, large produce, seafood, deli items, bakery items, and other weighted or piece-based items.

• Final product weight may be slightly more or less than the amount listed in the app.
• A normal difference may be about 30–50 grams, or the closest equivalent in pounds or ounces.
• Some items cannot be divided exactly, such as half an orange, half a watermelon, steak with bone, or naturally sized produce.
• Small reasonable weight or size differences do not qualify for a refund, credit, or price adjustment.

5. Meat, Produce & Natural Product Variation

Meat, fruits, vegetables, and similar products naturally vary in size, shape, weight, cut, bone content, fat content, packaging, and availability.

• One item may be slightly heavier and another may be slightly lighter.
• Meat may include bone, fat, or natural cut variation.
• Produce may vary by size, ripeness, and natural appearance.
• Orders are fulfilled as reasonably close as possible based on actual store availability.

These natural variations are accepted as part of the purchase and are not considered order defects.

6. Non-Refundable Situations

Refunds, credits, or replacements are generally not provided for:

• Taste, personal preference, smell preference, texture preference, or change of mind.
• Approved substitutions.
• Small weight differences, including reasonable 30–50 gram variations.
• Natural size differences in fruits, vegetables, meat, or piece-based products.
• Customer ordering the wrong item, wrong size, wrong quantity, or wrong store.
• Incorrect delivery address, missing apartment number, missing gate code, or unreachable customer.
• Delivery delays caused by traffic, weather, tolls, bridges, store delays, driver availability, or circumstances outside iBazar’s control.
• Items not reported within the 24-hour deadline.
• Opened, consumed, discarded, altered, or improperly stored items.

7. Restaurant Orders

Prepared restaurant food is generally non-returnable and non-refundable once prepared, picked up, or delivered due to food safety rules and preparation costs.

Restaurant order refunds, if approved, are limited to clear and verified issues such as:

• Missing restaurant items.
• Wrong restaurant items.
• Severely damaged or compromised items at delivery.

8. Out of Stock Items & Replacements

Store inventory may change quickly. If an item is unavailable, iBazar may contact the customer, remove the item, use the customer’s selected replacement preference, or continue with the available items.

• If an item is removed before fulfillment, the customer may receive an adjustment, credit, or refund for that item.
• If a customer approves a replacement, the replacement is generally not refundable based only on preference.
• If the customer is unreachable, iBazar may use reasonable judgment based on order notes, substitution settings, or product availability.

9. Delivery Issues

Delivery-related refund requests are reviewed based on delivery records, driver notes, route information, customer communication, and order circumstances.

• Delivery times are estimates only and are not guaranteed.
• Late delivery alone does not automatically qualify for a refund.
• If the customer provides the wrong address or is unavailable, refunds may be denied.
• Additional redelivery, toll, waiting, or handling fees may apply when caused by customer error.

10. Return Requirements

iBazar does not guarantee pickup for returned items. If a return is required, the customer may be responsible for returning the item to the store or another location provided by iBazar.

• The return must be completed within 24 hours when required.
• The item must remain in the condition reported.
• Packaging, labels, and proof may be required.
• Opened, consumed, discarded, or altered items may not be eligible.

11. Return Handling & Restocking Costs

In certain cases, especially when the issue is caused by customer mistake, change of mind, wrong selection, wrong address, or non-defective product return, iBazar may apply a reasonable return handling, processing, redelivery, or restocking cost.

iBazar may communicate applicable costs before finalizing a resolution when required.

12. Refund Method

Approved refunds may be issued as:

• Refund to the original payment method.
• Partial refund.
• iBazar credit.
• Replacement or corrected item, when available.

The refund method depends on the issue type, payment processor rules, partner store rules, restaurant rules, food safety requirements, and iBazar’s review.

13. Refund Processing Time

Refund processing times may vary. Once approved by iBazar, the payment processor or bank may require additional time to post the refund to the customer’s account.

iBazar is not responsible for delays caused by banks, card issuers, payment processors, or financial institutions.

14. Fraud, Abuse & False Claims

iBazar reserves the right to deny refunds, restrict accounts, suspend service, or take further action if suspicious, abusive, repeated, or fraudulent refund behavior is detected.

• False missing item claims.
• False damage or spoilage claims.
• Chargeback abuse.
• Repeated refund requests without valid proof.
• Harassment or abusive communication toward iBazar staff, drivers, or partners.

15. Final Review Rights

Nothing in this Policy limits rights that cannot be waived under applicable consumer protection laws.

16. Policy Updates

iBazar may update, modify, or replace this Return & Refund Policy at any time. Continued use of the platform after updates means the customer accepts the updated Policy.

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