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TWISH CART™ Refund Policy

Effective Date: November 10, 2025

Applies to: twishcart.com, Twish Cart™ mobile apps, and any channels operated by Twish Cart Technologies Inc. (“Twish Cart”, “we”, “us”, “our”).

By placing an order, you agree to this Policy, our Terms of Service, and Privacy Policy. This Policy does not limit any non-waivable statutory rights under applicable consumer protection laws in Canada.

1) How our model impacts refunds

Twish Cart™ is a group-buying platform. Orders are pooled and confirmed with suppliers once a minimum participation threshold is met.

  • Before supplier processing, orders may be cancelled for a full refund.


  • After supplier processing / during fulfillment: orders are final (except for eligible issues defined below).


  • Some items (e.g., bulk, special-order, temperature-controlled, or clearance) are final sale once confirmed by suppliers.


2) What counts as “delivered”

An order is considered delivered when our system records one or more of the following:

  • A time-stamped proof-of-delivery (POD) photo at the address or designated safe-drop;


  • A signature/one-time PIN or driver confirmation;


  • Handover to the customer or a person at the address.


Risk of loss transfers at delivery (including safe-drop selected by you). Twish Cart is not responsible for theft, spoilage, or weather exposure after delivery.

3) Eligibility windows & evidence required

To keep this fair and efficient, report issues promptly with clear evidence.

Item type

Report window from delivery time

What you must provide

Perishables (produce, meat, dairy, frozen, prepared foods)

Within 24 hours

Photos of the item(s) and packaging/labels; describe the issue (quality, spoilage, damage); keep items available for pickup/inspection if requested

Non-perishables (pantry, household)

Within 48 hours

Photos and description; unopened and in original condition unless the defect is the issue

Missing/Wrong item

Within 24 hours

Photo of received items; packing slip if included; note the missing/wrong SKU

We may request additional evidence (e.g., lot codes/expiry labels, unboxing photo, delivery area photo). Failure to provide the requested evidence can make the claim ineligible.

4) Eligible issues (what we’ll fix)

We typically resolve eligible issues by refund to the original method, Twish Cart Credit (non-expiring store credit), or replacement (if available). The resolution method is at Twish Cart’s reasonable discretion.

Eligible issues include:

  • Missing item(s) or wrong item(s) delivered.


  • Damaged or defective non-perishables on arrival.


  • Spoiled/unsafe perishables on arrival (e.g., thawed frozen goods, off odour/appearance) under special circumstances at the discretion of Twish cart.


  • Expired items delivered.


  • Order cancelled before supplier processing (see §1).


  • Undeliverable due to our error (e.g., driver to the wrong address when your address was correct).

5) Non-refundable / not covered

To protect all participants and keep prices low, we do not issue refunds or credits for:

  • Issues reported after the applicable window in §3.


  • Taste or preference concerns; normal variations in size/shape for produce; minor cosmetic packaging dents that don’t affect product integrity.


  • All Perishables where handling/storage after delivery was improper (e.g., left outside).

  • All Spoiled/unsafe perishables on arrival (e.g., thawed frozen goods, off odour/appearance).


  • Items that are opened/used (unless the defect was discovered upon first opening and reported within the window).


  • Price changes after purchase, future promotions, or coupon application errors.


  • Safety-drop theft or damage when the safe-drop was selected or when access instructions/buzzer were missing, and you requested doorstep leave.


  • Acts of God/force majeure or delays outside our reasonable control (weather, road closures, supplier outages).


  • Gift cards, tips, service fees, and delivery fees (except where legally required or due to Twish Cart error).


  • Final-sale categories disclosed at checkout (bulk/special order, temperature-controlled, clearance).

6) Substitutions & shorted items

  • You can set substitution preferences (e.g., allow best match/same brand/no substitutions).


  • If no suitable substitution exists or your preferences disallow it, we’ll refund the unavailable item(s) or issue Twish Cart Credit.


  • Weight-based items may vary slightly; minor weight variances billed by actual weight are not refundable unless the variance is material (Twish Cart determines).

7) How to request a refund or report an issue

Contact us within the applicable window (see §3):

  • In-app/website: Orders → Report an Issue; or


  • Email: contact@twishcart.com (include order #, issue, and photos).


What happens next

  • We aim to review within 2 business days.


  • If approved, refunds typically post to your original method in 5–10 business days (bank timelines vary).


  • Twish Credit is available immediately once issued.


  • For replacements, we’ll coordinate the next available delivery/pickup. We may require item return or pickup (especially for non-perishables) before issuing a refund/credit.

8) Delivery problems

  • If we miss a delivery window by a material margin due to our error, we may offer a delivery fee credit or partial credit at our discretion.


  • If delivery fails because of an incorrect address, missing access instructions, or no one available, redelivery may incur a redelivery fee; perishables may be non-recoverable and non-refundable.


9) Fraud prevention & abuse

We protect our community pricing by monitoring for abuse. Twish Cart may:

  • Decline or reverse refunds if we detect misuse, excessive claims, or fraud;


  • Deactivate accounts that violate our Terms or this Policy;


  • Require returns/inspection before issuing future credits;


  • Coordinate with payment processors regarding chargebacks and may suspend service during investigations.


10) Third-party suppliers & logistics

We work with vetted suppliers, farmers, distributors, and delivery partners. While we coordinate resolution in good faith, Twish Cart is not responsible for independent third-party acts/omissions beyond our control. Your statutory rights remain intact.

11) Taxes, tips, fees, and promotions

  • Approved refunds include applicable taxes.


  • Tips are generally non-refundable once paid to couriers unless the delivery is cancelled due to Twish error.


  • Promotions/coupons are single-use, non-cash, and are not reissued if you later return/refund items, unless legally required.

12) Changes to this Policy

We may update this Policy from time to time. The effective date above will reflect the latest version. Continued use of our services after an update constitutes acceptance.

13) Contact

Twish Cart™ Support

contact@twishcart.com