This policy explains when orders placed through the Sunrise app can be cancelled and how refunds are handled. It forms part of Our Terms & Conditions.
In short: orders can be cancelled free of charge until they are packed for delivery.
Once an order is packed or handed to a delivery partner, it can no longer be cancelled and is non-refundable,
except when the items arrive damaged, incorrect, or incomplete.
1. Cancelling an Order
- You may cancel an order any time before it is packed for delivery by contacting Us through the Support page in the app.
- Once the order status changes to packed or out-for-delivery, cancellation is no longer possible.
- We may cancel an order ourselves when an item is out of stock, incorrectly priced, or the delivery address is outside our service area. In that case You will be informed and any amount paid is refunded in full.
2. Refunds
- For eligible cancellations, the full amount paid is refunded to the original payment method within 5–7 working days.
- Reward points redeemed on a cancelled order are credited back to your rewards balance.
- Orders fully paid with reward points are refunded as reward points.
3. Damaged, Incorrect or Missing Items
- If You receive a damaged, incorrect or missing item, contact Us within 24 hours of delivery through the Support page.
- After verification We will replace the item or refund its amount, at Our discretion.
- Perishable goods (fresh produce, dairy, etc.) can only be reported and returned at the time of delivery.
4. Non-Cancellable Situations
- Orders already packed or out for delivery.
- Perishable items after delivery has been accepted.
- Items damaged after delivery due to mishandling or improper storage.
5. Contact Us
For any cancellation or refund request:
- By email: sunriseenterprises369@gmail.com
- By phone number: 9663191201