1. When a refund may be appropriate
Oneg may provide a full refund, partial refund, credit, replacement, or other remedy depending on the issue and applicable law.
A refund may be appropriate where:
- the order was not delivered due to Oneg or Partner fault;
- the wrong product was delivered;
- a product was materially defective;
- a product was materially different from its description;
- a paid product was missing;
- Oneg or the Partner cancelled the order;
- applicable law requires a refund.
2. When a refund may be refused or limited
A refund may be refused or limited where:
- the customer provided an incorrect address;
- the customer was unreachable during delivery;
- the customer failed to collect a pickup order;
- the product was already prepared and is perishable;
- the complaint is made too late to verify the issue;
- the customer consumed the product and cannot provide reasonable evidence of the issue;
- the issue was caused by customer misuse, storage, delay, or handling after receipt.
3. Cancellation before preparation
Oneg may accept cancellation before the Partner starts preparing, sourcing, packaging, or dispatching the order.
Once preparation has started, cancellation may be refused or may result in a partial refund only. Prepared food, perishable products, custom orders, Shabbat orders, kiddush orders, catering-related orders, and products with a short shelf life may be restricted once accepted or in preparation.
4. Processing approved refunds
Approved refunds will usually be returned to the original payment method. Processing times may depend on the payment provider, card issuer, and banking system.
Oneg may offer credits instead of refunds where allowed by law and accepted by the user. Credits are not cash, are not transferable, and may expire according to the conditions displayed when issued.
5. How to request help
To request support, cancellation, refund review, or credit review, contact Oneg with the order number, contact details, delivery details, and a clear description of the issue.
Oneg may request photos, video, product packaging, delivery details, and additional information before approving a refund.
Need help?
For support, refund requests, cancellation requests, or questions about this policy, contact Oneg or review the full Terms of Service.