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Cancellation Policy

Updated 5 Oct 2026

This policy explains how to cancel an order and what refund you'll receive. It applies when you choose to cancel; it doesn't affect your rights under the Australian Consumer Law, or our Returns and Refund Policy for faulty, damaged or missing items.

How to cancel

Email renasiangrocery@gmail.com with your order number (for example REN-100123) and ask us to cancel. The time we receive your email is the time we use below.

Within 12 hours of placing your order

If you ask us to cancel within 12 hours of placing your order, we'll cancel it and refund the amount you paid, less the payment processing fee charged by our payment provider (Stripe). This fee isn't returned to us when a payment is refunded.

After 12 hours

If you ask us to cancel more than 12 hours after placing your order:

  • Dry (shelf-stable) items are refunded, less a cancellation fee of 25% of the value of those dry items.
  • Fresh, chilled, frozen or other perishable items that have already been picked for your order aren't refunded, as we can't resell them safely. The 25% fee doesn't apply to these items.

Example: an order with $40 of dry items and $10 of fresh items, cancelled after 12 hours, is refunded $30 (the $40 of dry items less the 25% fee of $10). The $10 of fresh items isn't refunded.

Once your order is on its way

If your order has already left for delivery, we may not be able to cancel it. Please contact us and we'll do our best to help.

When we cancel

If we cancel your order, for example because we can't deliver to your address, an item is unavailable or we can't verify the payment, we'll refund the full amount you paid for the affected items, with no fees.

Refunds

Refunds go back to your original payment method. We process them straight away on our side; your bank may take 5–10 business days to show them. Ren Rewards points used on a cancelled order are returned, and points earned on it are reversed.

Contact us

Ren Asian Grocery, Gledswood Hills NSW 2557 Email: renasiangrocery@gmail.com

Last updated: 5 October 2026