1. Returns

Due to the nature of food products, Cravo generally does not accept returns of food items once they have been delivered or collected.

If you receive an incorrect, damaged, missing, or otherwise unacceptable order, please contact us as soon as possible so that we can review the issue.

2. Refund Eligibility

You may be eligible for a refund or other appropriate resolution in situations such as:

• You received the wrong food item.
• An item from your order is missing.
• Your order was cancelled by the food outlet.
• You were charged for an order that was not successfully fulfilled.
• The order arrived in a significantly damaged or unusable condition.
• A technical or payment issue resulted in an incorrect charge.

Refund eligibility will be determined based on the circumstances of each case.

3. Non-Refundable Situations

A refund may not be provided where:

• The customer changes their mind after the order has been prepared.
• The customer provides an incorrect or incomplete delivery address.
• The customer is unavailable to receive the order.
• The order has already been consumed or used.
• The issue results from circumstances outside Cravo reasonable control.

4. How to Request a Refund

To request a refund, please contact Cravo as soon as possible after receiving the order.

Please provide:

• Order number
• Registered name or contact details
• Description of the issue
• Relevant photographs or supporting information, where applicable

This information helps us investigate and resolve your request efficiently.

5. Refund Processing

Once your refund request has been reviewed and approved, the eligible amount will be processed through the applicable payment method.

The time required for the refund to appear in your account may vary depending on your bank, card issuer, payment gateway, or other payment provider.

6. Partial Refunds

In cases where only part of an order is affected, Cravo may provide a partial refund for the affected item or portion of the order rather than refunding the entire order.

7. Order Cancellation

Cancellation requests are handled according to our Cancellation Policy.

If an order has already been accepted, prepared, or processed, cancellation may not be possible.

8. Food Quality and Safety

If you believe there is an issue with the quality, packaging, or condition of a food item, please report it promptly after delivery or collection.

Food products should be handled and stored appropriately after delivery or collection.