RapidMartThis policy explains when an order can be cancelled, what happens to your money, and how to raise a problem with an order you have already received.
Cancelling an order
What you get back depends on how far along the order is:
- Before the seller accepts — cancel from the order screen and you are refunded in full.
- After the seller accepts but before preparation starts — usually refunded in full, though a small fee may apply where the seller has already committed stock.
- Once preparation has started — food and freshly prepared items cannot usually be refunded, because the seller has already borne the cost.
- Once a rider has collected the order — it cannot be cancelled; raise it as an order issue instead.
Problems with what arrived
Report a missing, wrong, damaged or spoiled item from the order screen within 24 hours of delivery, with a photo where you can.
We review the report with the seller. If it stands, we refund the affected items — you are not required to return the rest of the order, and the rest is not refunded.
Orders that never arrive
If an order is not delivered and the failure is not down to an unreachable customer or a wrong address, it is refunded in full including the delivery fee.
How refunds are paid
Refunds go back to your RapidMart wallet by default, where they are available immediately for your next order.
You can ask for a refund to the original payment method instead. Card refunds typically take 5 to 10 business days to appear, depending on your bank — that part is outside our control.
Cash-on-delivery orders are refunded to your wallet.
Items we cannot refund
- Prescription medicines that have been dispensed, unless they were supplied in error.
- Personalised or made-to-order goods.
- Perishables reported outside the 24-hour window.
- Completed consultations and lab tests where the service was actually provided.
Repeated claims
We investigate accounts with an unusual pattern of refund claims and may require photographic evidence, decline a claim, or suspend the account. Statutory rights are unaffected.
Still not resolved?
If you disagree with an outcome, reply in the support thread or write to RapidMart with your order number, and a different agent will review it.