1. Substitutions
1.1 In the event of non-availability of any Goods you order or we limit the quantity of particular Goods that you have ordered, we may offer a reasonable substitute.
1.2 Where a substitute item is offered in place of any Goods ordered, every effort will be made to bring you a product of equivalent or better quality and value as the original item and the price you will be charged will be the lesser of the original Goods ordered and the substitute item and where appropriate receive a refund for the difference.
1.3 If for any reason you are not happy with any substitute item you may reject the item and return it in accordance with:
1.3.1 Paragraph 8.4 if the substitute item is a Good which is a 'Perishable Item' (the meaning of Perishable Item is an item which is liable to deteriorate or expire rapidly, for example fresh fruits and vegetables, milk & other dairy products, bread or has a "use by" or "best before date" which expires 6 weeks or less from the date of delivery);
1.4 If the substitute item we have provided you with is a Perishable Item and you wish to reject it, please let us know within 3 working days of delivery and we will promptly reimburse the amount you have been charged for the item. You will need to leave the item out for our delivery personnel to collect as instructed by us.
1.5 We may make changes to product ranges from time to time. Where we are removing a product from the range we will always contact you if you have such an item as part of your Recurring Order, to advise you of its removal. Where a direct substitute is being made available we will automatically replace this item in the Recurring Order. Otherwise a suggestion for an alternative will be made where appropriate.
1.6 If we are unable to supply you with Goods, for example because those Goods are not in stock, no longer available or because we cannot meet your requested delivery date, your order will be logged as ‘not delivered’. If you have already paid for the Goods, we will process a refund for the full amount within 72 hours of receiving notification that the Goods were not delivered.
2. Defective or Incomplete Goods
2.1 If you think that any of the Goods you have received does not match its description, is not of satisfactory quality, does not meet any relevant guarantee we have made, or is otherwise faulty or defective, then please contact us by email at wowdeliverysey@gmail.com where we will do our best to help you and, where applicable, arrange for a refund. We reserve the right to ask you to send us reasonable evidence of any of the Goods affected by such issues.
2.2 We will refund to you the cost of any product affected by such issues. To receive a refund of an affected Perishable Item though, you must notify us of any such issues before the expiry of the "use by", "best before" or "BBE" date stamped on the product or where no such date is provided within 3 working days after the date of delivery.
2.3 The guarantee provided above is in addition to your legal rights in relation to Goods that are defective, faulty or not as described.
2.4 Where we give you a refund, we will usually refund any money received from you using the same method originally used by you to pay for your purchase.
3. Cancellation
3.1 You can cancel your order up to 2 days before delivery on the app/ website from ‘my order’ section.
3.2 In case of pre-paid orders, you can choose your preferred refund method. The app/ website offers two refund methods. (i) Refund to Wow Wallet (refund will happen instantaneously) (ii) Refund to credit/ debit card (it may take up to 1-2 working days for the amount to get reflected on your card)
3.3 In case you need to cancel your order due to some unavoidable reason after the cutoff time of 2 days, please contact us on +248 2611219