1. Legal priority
This Policy does not override the CPA, ECTA or any other non-excludable right. A “refund” may be credited to the Member’s Payment Balance unless the law or the circumstances require return to another payment destination. A separate request to return unused available funds is governed by the Payment Balance provisions.
2. Before Store acceptance
Because Goods are not debited before Store acceptance, a Member may withdraw/cancel the request before acceptance without a Goods cancellation charge. Any value made available remains in the Member’s Payment Balance and may be reused or requested for return.
3. Store cancellation
Any Store-initiated cancellation results in a full affected refund/credit to the Member. No Member cancellation fee applies. If a Driver was already assigned and travelling to the Store, the Store-facing charge is handled separately.
5. Refused delivery
If an otherwise correct and intact Order is refused at the door, the original delivery fee remains payable. Reasonable additional return/handling costs caused by the refusal may be charged up to a maximum equal to the normal delivery fee, subject to applicable law. Any Goods refund is assessed after return and Store evidence review.
6. Broken/tampered seal
Where a package is rejected because the Buddi tamper-evident seal is visibly compromised, the Member will not be treated as having simply changed their mind. Buddi will investigate and provide the remedy required by the evidence and law.
7. Incorrect goods or Store packing error
If the Store packed the wrong Goods, the Member bears no cancellation penalty for the Store error. Buddi will coordinate replacement, redelivery, collection, credit or refund as appropriate, and the responsible Store bears the commercial consequences under the Store Partner arrangement.
8. Defective, unsafe, spoiled or expired goods
Genuine product-quality claims are not Member cancellations. The applicable CPA rights and product-liability framework remain available. Where the evidence points to a product/supply-chain issue, Buddi coordinates resolution with the Store and other responsible supplier(s).
9. Disputed contents after intact delivery
The Member may retain the Goods or request a return/assessment. Where returned, Goods should be preserved in substantially the condition received. Buddi may arrange collection during normal management return hours. Use/consumption may affect a discretionary change-of-mind return but does not remove a statutory remedy for a latent defect or other protected claim.
10. Evidence and decision
Buddi may consider Store packing photographs, final sealed-package evidence, Driver collection evidence, arrival seal photograph, OTP record, identity-verification result, preserved substitution approvals and Member evidence. Buddi Customer Service makes a reasonable internal determination where evidence is inconclusive, without excluding external statutory rights.
11. Return of unused available funds
A Member may request return of available unused Payment Balance value. Approved returns are ordinarily processed within 3–7 business days and may be reduced by reasonable third-party transaction/transfer costs actually incurred and disclosed.