I need to cancel an order I have been charged for

While we want to do everything to make our customers happy, it is very difficult for us to cancel an order once we have charged for it. To reduce waste, we only purchase stock from our suppliers based on what our customers order. 

This means that once cut off has passed, we charge your card and immediately begin to order from our suppliers.  While some of our supplies may be flexible (for example pantry items) our produce, meat, bread, and dairy are custom orders based on what our customers have in their lists at the time of cut off.  

If an order was to be cancelled once cut off has passed, the stock ordered from our suppliers, which is perishable, must be paid for by us regardless, and the stock will sadly go to waste. Being a low-waste, sustainable business is one of our key goals, so we really hate contributing to food-waste.

While in the past we have attempted to re-allocate these orders through donation or via flash sales, we quickly found that the number of cancelled orders were too great, and the stock was wasted.

It is for this reason that we encourage our customers to be familiar with the customer interface which allows you to skip orders, remove items, and delete lists from your account prior to cut-off time. We also send out a reminder sms the day prior to orders running, as we do understand that during busy times, it is easy to forget! Unfortunately, once deliveries are scheduled, this means that stock has been ordered from our suppliers, and we are unable to accept cancellations and changes after this time. 

If you have any further questions or queries please feel free to email us on customerhappiness@realfoodgrocer.com.au

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