Returns and refunds

The rules that apply today to your cancellations, returns and refunds.

Cancelling an order

  • Until the shop confirms your order, you can cancel it: no payment has been taken yet.
  • After confirmation, you can cancel for 2 hours. You get the full amount back.
  • Once preparation has started, you can no longer cancel in the app: contact the shop from your order.
  • If the shop refuses or cancels your order, you get the full amount back automatically.

Returning an item

  • You can ask for a return within 7 days of delivery or pickup, from your order details.
  • Give the reason and add photos if you can.
  • If the item is wrong, faulty, damaged or not as described, the shop pays for the return run. Otherwise the return run is yours to pay; you see its price before you confirm.
  • The shop may refuse a return: you then see its reason in your order.

Getting your refund

  • Paid with Wave: the refund goes to your Wave account. On a return that is not the shop’s fault, Wave’s 1% fee is withheld from that refund.
  • Paid in cash: the refund is settled directly with the shop.
  • You get a notification when the refund starts and when it is paid. If it does not go through, we tell you: then contact support from the app.

Any question? Contact support from the app. Help and contact