Order Up  Refund Policy

1. Food Orders:
In the event a customer receives an incorrect order, spoiled, or otherwise unsafe food items, a refund request may be initiated. To initiate this process, the customer is required to provide substantial evidence such as photographs, videos, or a detailed description of the issue, within 5 minutes following the delivery of the order. Please note that refund requests cannot be accommodated beyond this 5-minute window 

2. Grocery and Retail Products:
For non-edible items, a customer may request a refund within seven days of the recorded delivery date, provided that the item in question is returned in its original, unaltered condition and packaging. In the event of a defective or damaged product, customers are advised to initiate the return and refund process directly with the vendor.

3. Non-Returnable Items:
Certain items, owing to their nature, are non-returnable. These include perishable goods, bespoke products, personal care items, and items marked as clearance. Such items are duly marked as non-returnable in the product description.

4. Pharmacy Products:
Due to health and safety regulations, medications, over-the-counter drugs, and other pharmacy items are not eligible for return or refund unless they are incorrect or damaged upon delivery. If you need to request a refund, please provide evidence of the issue to initiate the refund process.

5. Chargebacks:
In the event of a chargeback initiated by a customer, Order Up will assume full responsibility for resolving the matter. We will engage directly with both the customer and the vendor to address and settle the dispute effectively.

6. Process for Returns:
Should a customer qualify for a return under the aforementioned criteria, they are required to establish direct contact with the vendor to initiate the return process. The vendor holds the responsibility to furnish the customer with clear instructions pertaining to the return.

Please note, by processing orders through our platform, you, as the customer, are affirmatively acknowledging and agreeing to adhere to this policy when requesting a return or refund. Order Up reserves the right to revise, update, or otherwise alter this policy at its sole discretion.