This Refund Policy explains how OpenAf handles refunds, cancellations, unavailable items, damaged products, incorrect items, and delivery problems for orders placed through the platform.

When a refund may be considered

A refund, partial refund, store credit, replacement, or order adjustment may be considered where:

• An order was paid for but cannot be fulfilled.
• An item is unavailable and no suitable substitution is accepted.
• The wrong item is delivered.
• A qualifying item arrives damaged, defective, or spoiled.
• A delivery issue prevents successful completion of the order.
• A duplicate or incorrect payment is confirmed.

Items that may not qualify for refund

Perishable goods, prepared food, opened products, hygiene-sensitive products, custom orders, and items that cannot be resold for health or safety reasons may not qualify for a refund unless they are incorrect, damaged, defective, spoiled, or otherwise covered by applicable consumer protection laws.

Cancellations

If you need to cancel an order, contact OpenAf as soon as possible. Orders that have already been accepted, prepared, packed, dispatched, or delivered may not always be eligible for cancellation. If cancellation is approved, any refund will be processed according to the payment method used and the status of the order.

Unavailable items and substitutions

If an item becomes unavailable after payment, OpenAf or the participating business may contact you to approve a substitution, remove the item, adjust the order total, cancel the affected item, or process an appropriate refund or credit.

Damaged, defective, or incorrect items

Please report damaged, defective, spoiled, missing, or incorrect items as soon as possible after delivery. Include your order number, contact details, a clear description of the issue, and photos where relevant. OpenAf may need to review the issue with the participating business before confirming the outcome.

How refunds are processed

Approved refunds are generally processed back to the original payment method where possible. Processing times may depend on the payment provider, bank, card issuer, or payment method used. Refunds may not reflect immediately after approval.

Delivery fees and service fees

Delivery fees and service fees may be refundable where OpenAf or a participating business cannot complete the order. These fees may not be refundable where the customer provided incorrect delivery information, was unavailable to receive the order, or cancelled after preparation or dispatch had started.

How to request a refund

To request a refund, contact OpenAf using the details on the Contact page. Please include your order details, the reason for the request, supporting information, and photos where applicable.