Refund & Return Policy

1. Cancelling an order

An order can be cancelled free of charge while the business has not yet started preparing it. Once preparation has started, cancellation may not be possible or the value of prepared products may apply.

If a card payment is not completed (e.g. you close the payment page), the order remains unpaid and is cancelled automatically with no charge.

2. When you are entitled to a refund

You are entitled to a full or partial refund when: your order is not delivered; items are missing or wrong; items arrive damaged or unusable; or the order is cancelled by the business or the platform after payment.

For problems with an order please let us know as soon as possible — within 24 hours of delivery — at support@zippgo.uk or through the app, including the order number and a description of the problem (photos help).

3. How refunds are made — card payments

A card payment refund is always returned to the same card used to pay. Once approved by our team, the refund is processed through the bank; the amount usually appears in your account within 5–10 business days, depending on your bank.

Card refunds can be processed within 3 months of the transaction date. After that period, the refund is made by alternative means (e.g. platform credit or cash), as agreed with you.

A refund can be full (the whole order amount) or partial (only the missing or incorrect items, including the corresponding share of fees when the entire order is cancelled).

4. How refunds are made — cash payments

For orders paid in cash, refunds are made as platform credit or in cash via the courier, as appropriate and as agreed with you.

5. Exclusions

Refunds are not given where the problem is caused by inaccurate details you provided (wrong address, unreachable phone number) and delivery was properly attempted, or for subjective taste preferences about correctly prepared products.

6. Contact

For any refund request or question about this policy: support@zippgo.uk, or the help section in the app.