Refund policy

We want customers to be happy with their Subzi Mall orders. If there is an issue, please contact us as soon as possible at support@subzimall.com.

Refund Method

Approved refunds will be issued to the original payment method.

Refund timing may depend on your bank or payment provider.

Refund Request Timing

Refund requests must be submitted within the time frames below:

  1. Perishable items, within 24 hours of delivery
  2. Missing, wrong, or damaged items, within 48 hours of delivery
  3. Nonperishable packaged items, within 2 days of delivery

Late claims may not be accepted.

Eligible Refund Reasons

Refunds may be approved for:

  1. Missing items
  2. Wrong items
  3. Damaged items
  4. Spoiled or unusable perishable items
  5. Items charged but not delivered
  6. Approved cancellations before the order is packed or dispatched

Proof May Be Required

To review a refund request, we may ask for:

  1. Order number
  2. Photos of the item
  3. Photos of packaging
  4. Expiration date
  5. Description of the issue

Perishable Items

For food safety reasons, perishable items cannot be returned.

If there is an issue with a perishable item, Subzi Mall may offer a refund or exchange after reviewing the issue.

Perishable items include:

  1. Fresh produce
  2. Dairy products
  3. Frozen items
  4. Refrigerated items
  5. Fresh sweets
  6. Bakery items
  7. Prepared foods
  8. Other temperature sensitive items

Non Refundable Situations

Refunds may not be issued for:

  1. Items damaged after delivery
  2. Items spoiled because they were left outside too long after delivery
  3. Orders delivered to the address entered by the customer
  4. Customer ordering the wrong item
  5. Opened or used nonperishable items
  6. Items reported after the allowed time frame
  7. Items where proof of issue is not provided when requested

 

Return Policy

Effective Date: June 1st, 2026

Due to the nature of grocery products, Subzi Mall has a limited return policy.

Perishable Items

Perishable items cannot be physically returned for food safety reasons.

This includes fresh produce, dairy, frozen items, refrigerated items, fresh sweets, bakery items, prepared foods, and other temperature sensitive products.

If there is a problem with a perishable item, please contact us within 24 hours of delivery. We may offer a refund or exchange after reviewing the issue.

Nonperishable Items

Nonperishable packaged items may be eligible for return only if:

  1. The item is unopened
  2. The item is unused
  3. The item is in original packaging
  4. The request is made within 2 days of delivery
  5. The item was not marked final sale
  6. The return is approved by Subzi Mall

Return Approval Required

All returns must be approved by Subzi Mall before they are accepted.

Unauthorized returns may not be refunded.

Return Costs

If a return is approved, Subzi Mall will provide instructions. Depending on the situation, the customer may be responsible for return delivery or pickup costs.

 

Exchange Policy

Effective Date: June 1st, 2026

Subzi Mall may offer exchanges for approved order issues.

Eligible Exchange Reasons

An exchange may be offered for:

  1. Wrong item delivered
  2. Damaged item
  3. Spoiled perishable item reported within 24 hours
  4. Defective packaged item
  5. Approved substitution issue

Perishable Items

Perishable items cannot be returned, but they may be eligible for exchange or refund if the issue is reported within 24 hours of delivery.

Nonperishable Items

Nonperishable items may be exchanged if they are unopened, unused, in original packaging, and reported within 2 days of delivery.

Exchange Availability

Exchanges depend on product availability. If the same item is not available, Subzi Mall may offer a similar item or issue a refund to the original payment method.

 

Cancellation Policy

Effective Date: June 1st, 2026

Customers may request to cancel an order by contacting Subzi Mall as soon as possible at support@subzimall.com.

When Orders Can Be Canceled

Orders may be canceled if they have not yet been:

  1. Picked
  2. Packed
  3. Prepared
  4. Loaded for delivery
  5. Dispatched
  6. Delivered

When Cancellation May Not Be Available

Once an order is being packed, prepared, loaded, dispatched, or delivered, cancellation may not be possible.

This is especially important for fresh, frozen, refrigerated, prepared, or special order items.

Subzi Mall Cancellations

Subzi Mall may cancel all or part of an order due to:

  1. Product unavailability
  2. Pricing error
  3. Payment issue
  4. Suspected fraud
  5. Incorrect or incomplete delivery information
  6. Unsafe delivery conditions
  7. Address outside our delivery area
  8. Weather, emergency, or operational issues

If Subzi Mall cancels an eligible order or item, the refund will be issued to the original payment method.