Refund & Cancellation Policy

1.1 Customer Order Cancellations: Customers may cancel an order placed through CloseBuy at any time before the order is accepted by the Vendor. Once a Vendor accepts an order and commences preparation or packaging, cancellation is no longer possible, and you will be charged the full amount.

1.2 Merchant & System Cancellations: CloseBuy or the Vendor reserves the right to cancel any order if items are out of stock, if payment verification fails, or if delivery riders are unavailable. In such cases, a full refund will be processed immediately without penalty.

You may be eligible for a refund or immediate item replacement under the following conditions:

Refunds or replacements will not be issued if:

• You provided an incorrect or incomplete delivery address, unit number, or unreachable phone number, resulting in delivery failure.
• No one was available or reachable to take delivery at your specified estate address after reasonable contact attempts by the rider.
• The refund or dispute request is submitted after the 2-hour window post-delivery.
• You experienced a subjective change of mind after the order was already accepted, prepared, or dispatched by the merchant.

Once a refund is approved by our support team, funds will be returned to your original payment method or CloseBuy in-app electronic wallet within 3 to 5 business days, depending on bank processing timelines.

If you paid via bank transfer or card, your receiving bank will reflect the reversed credit on your statement. For inquiries regarding pending reimbursements, please have your order reference code ready when contacting support.