Last Updated: 15 June 2026
At Grab & Bites, customer satisfaction is our priority. We understand that sometimes things don't go as planned. This Refund Policy outlines when and how you may be eligible for a refund or compensation.
Our Promise: If something isn't right with your order, we'll do our best to make it right — whether that's a replacement, store credit, or refund.
1. Eligible Refund Scenarios
You may be eligible for a full or partial refund in the following cases:
- Incorrect Items: You received items different from what you ordered
- Missing Items: One or more items from your order were not included
- Food Quality Issues: Food received is undercooked, spoiled, or significantly below acceptable quality standards
- Order Not Delivered: Your delivery order was not received (and we cannot verify delivery)
- Duplicate Charges: You were charged more than once for the same order
- Cancelled by Us: We cancelled your order due to item unavailability or operational issues
2. Refund Request Timeframe
Important: All refund requests must be made within 2 hours of receiving your order. Requests made after this period may not be eligible for a refund.
3. How to Request a Refund
To request a refund, please contact us with the following information:
- Your order reference number (e.g., #GB-XXXXX)
- Description of the issue
- Photos of the issue (if applicable — e.g., wrong item, quality concern)
- Your preferred resolution (refund, replacement, or store credit)
You can reach us via:
- Email: hello@grabandbites.co.nz
- Phone: +64 9 123 4567
- Contact Form: Click here
4. Refund Process
- We will review your request within 24-48 hours of receiving it.
- We may request additional information or photos to assess the issue.
- Once approved, refunds will be processed as follows:
- Card Payments (Stripe): Refunded to the original card within 5-10 business days
- Cash Payments: Offered as store credit or bank transfer
- You will receive an email confirmation once the refund has been processed.
5. Non-Refundable Situations
Refunds will generally not be issued in the following cases:
- Change of mind after the order has been confirmed and is being prepared
- Incorrect delivery address provided by the customer
- Customer was unavailable to receive a delivery order
- Minor taste preferences or subjective dissatisfaction
- Orders not collected within the designated pickup time (uncollected orders)
- Promotional/free items
- Requests made more than 2 hours after order receipt
6. Order Cancellations
Before Preparation
If your order has not yet started being prepared, you may request a cancellation for a full refund. Contact us immediately after placing the order.
During Preparation
Once an order is being prepared, cancellations may not be possible as ingredients have been used. In such cases, a partial refund or store credit may be offered at our discretion.
After Dispatch/Ready for Pickup
Orders that have been dispatched for delivery or marked as ready for pickup are not eligible for cancellation.
7. Store Credit
In some cases, we may offer store credit instead of a monetary refund. Store credits:
- Are valid for 90 days from the date of issue
- Can be used on any future order
- Cannot be exchanged for cash
- Are non-transferable
8. Partial Refunds
If only part of your order was affected (e.g., one missing item out of several), we will issue a partial refund for the value of the affected item(s) only, including any applicable proportional fees.
9. Dispute Resolution
If you are not satisfied with our resolution, you may:
- Request a further review by our management team
- Contact the Disputes Tribunal of New Zealand for orders under $30,000
- Seek advice from Consumer Protection NZ
We are committed to resolving all issues fairly and in accordance with the New Zealand Consumer Guarantees Act 1993.
10. Contact Us
For any refund-related questions or requests:
- Email: hello@grabandbites.co.nz
- Phone: +64 9 123 4567
- Address: New Zealand
