1. Customer cancellations
Customers may request cancellation through available order controls or support. Whether an order can be canceled depends on its status. If a merchant has not accepted or materially begun fulfilling the order, a cancellation will generally be eligible for a full refund. Once preparation or fulfillment has materially begun, cancellation may be unavailable or some charges may be nonrefundable.
2. Merchant cancellations
If a merchant cannot fulfill an order and the order is canceled, Waly Market will generally refund amounts charged for the canceled items or order.
3. Out-of-stock items and substitutions
Unavailable items may be replaced with an approved substitution, removed from the order, or refunded. Final charges may change based on approved substitutions.
4. Missing, incorrect, damaged, or spoiled items
Customers should report material order problems as soon as reasonably possible. Waly Market may request photographs, descriptions, receipts, packaging information, or other evidence needed to investigate. Depending on the circumstances, Waly Market may provide a full refund, partial refund, item-level refund, Waly Market credit if accepted, or another appropriate resolution.
5. Delivery problems
If an order cannot be delivered because of a Waly Market, merchant, or delivery issue, Waly Market will review the order and provide an appropriate resolution where warranted. Refunds may be reduced or denied if delivery could not be completed because the customer supplied an incorrect address, could not reasonably be contacted, refused delivery without a valid reason, or otherwise prevented completion.
6. Scheduled orders
If Waly Market cannot locate an eligible driver for a scheduled delivery, available options may include continuing to wait, converting to pickup where the merchant supports pickup, or canceling and receiving the applicable refund.
7. Refund method and timing
Approved refunds will generally be returned to the original payment method. After Waly Market issues a refund, additional processing time may be controlled by banks and payment networks.
8. Fraud and abuse
Waly Market may deny refund requests that are fraudulent, duplicative, intentionally misleading, or part of a pattern of refund abuse. Nothing in this Policy limits rights that cannot legally be waived.