Refund policy

Bammat is your seller of record, so refunds are handled directly by us — one point of contact, on your original payment method.

How payment and adjustments work

When you check out, we authorise your card for the estimated basket total. Once your shopper has picked and packed your order, we capture only the final amount for the items actually delivered. This means you are never charged for items that were out of stock and not replaced, and totals for weight-based products (meat, produce, cheese) are finalised only when weighed in-store.

When you're entitled to a refund

• Missing items — you were charged for something that wasn't delivered.
• Damaged or spoiled items — an item arrived broken, leaking, or unfit for use.
• Incorrect items — you received the wrong product, and it wasn't an approved replacement.
• Quality issues — perishable goods that were not of acceptable quality on arrival.

Replacements & price differences

If an item is out of stock, your chosen preference applies (best match, a specific alternative, or no replacement). You're only charged for replacements you keep. Where a shopper substitutes an item at their own discretion, you won't be penalised for a small price difference — a reasonable difference is absorbed rather than passed to you. If you don't want a replacement once it arrives, let us know and we'll refund it.

Cancellations

• Before shopping starts — cancel free of charge for a full refund while the order is still pending.
• After shopping has started — some items may already be picked. We'll refund whatever hasn't been shopped; already-collected perishable goods may not be refundable.
• After delivery — contact us about any problem with the delivered order (see below).

Your right of withdrawal (EU)

Under EU consumer law you may have a 14-day right of withdrawal for certain purchases. Please note this right does not apply to goods that are perishable or liable to deteriorate quickly (such as fresh food), nor to sealed goods unsealed after delivery for health or hygiene reasons. These exceptions cover most grocery items. Your statutory rights regarding faulty or non-conforming goods are unaffected.

How refunds are issued

• Refunds are made to your original payment method.
• Because we capture only the final amount, many corrections simply mean a lower charge rather than a separate refund.
• Where a separate refund is needed, it is typically initiated promptly after we review your request; the time to appear on your statement depends on your bank or card issuer.
• Optional tips can be refunded on request.

How to request a refund

Contact us as soon as possible — ideally within 48 hours of delivery for perishable goods — with your order number and, where helpful, a photo of the affected items. The quickest routes are our Contact page or Help Center.

This policy forms part of our Terms & Conditions and does not affect your mandatory statutory rights under Luxembourg and EU consumer law.