Returns & refunds

Cancel from your order page. A paid shop order is refunded to you in full through TradeSafe straight away; it goes back the way you paid. A paid food order can be cancelled only before the kitchen accepts it, and the kitchen refunds you (see Food orders below).

Use "I haven't received it" on the order page and describe what happened. If the seller has marked it delivered, do this within 24 hours, before the payment is released. The payment stays in escrow while we review. If the parcel arrives later, you can still confirm receipt.

Report it with photos before you confirm receipt, and within 24 hours of the seller marking it delivered. The seller is asked to respond, and MAIZU reviews the evidence.

A full refund through TradeSafe, a replacement, or release to the seller if the claim is not supported. Every outcome is recorded in the order history and the admin audit log, and both of you are emailed.

Kitchens are paid when you pay, so a food refund comes from the kitchen. Report a problem from your order as soon as you can. Kitchens must refund food that doesn't arrive or isn't what was ordered; MAIZU takes it up with the kitchen and records the refund on your order once it's made. See the Food rules.

Nothing here limits your rights under the Consumer Protection Act, including the right to return defective goods, or the ECT Act cooling-off period where it applies.