Refund policy
Refund Policy
We want every case to arrive in good condition. This policy explains our all-sales-final rule, what to do if something is wrong with your order and how refunds work.
All sales are final
We order products in just in time for each customer, so we do not offer standard returns. All sales are final, except as described below.
If we made a mistake
If an item was damaged in our care, we sent the wrong item, or an item is missing from your delivery, email us at orderbythecase@gmail.com within 48 hours of delivery. Please include:
- your order number;
- the item or items affected; and
- a photo of any damage or of the wrong item.
Once we confirm the problem, we will make it right with a refund, a credit or a replacement. We decide which option fits the situation. There is no charge to you for fixing our error, including any delivery or pickup needed.
If we did not make a mistake
If you ordered the wrong item, changed your mind, or the problem was outside our control, a return is not guaranteed. We may accept a return case by case, at our discretion. If we do, a return fee will apply, and we will quote it to you before the return goes ahead.
For food safety reasons, perishable products (our Dairy, Fridge & Frozen items) cannot be returned unless we made a mistake.
Refunds
Approved refunds are issued to your original payment method. Your bank or card issuer may take a few business days to post the refund.
For business accounts on invoice terms, we issue refunds as a credit on your account. If you prefer, ask us and we will refund your original payment method instead.
Delivery fees are not refunded, except when an entire order is refunded because of our error. In that case, we also refund the delivery fee.
Cancelling an order
You can cancel an order free of charge until we confirm your delivery day. Email us as soon as possible and we will refund you in full.
After your delivery day is confirmed, email us and we will do our best to help. Perishable items we have already ordered in for you may not be cancellable.
Your rights
This policy does not limit any rights you have under the consumer protection laws of your province.
Questions
Email us at orderbythecase@gmail.com.