Cancellation and
Refund Policy
1. Order Cancellation
Customers wishing to cancel an order should submit their request as soon as reasonably possible through the available customer-support channel.
Cancellation requests may be accommodated more readily before an order has been processed or dispatched.
Once an order has been dispatched, cancellation may no longer be operationally possible. This shall not affect any cancellation, refund, or other rights available under applicable law.
Any cancellation charge, where applicable, shall be disclosed and applied only as permitted by law.
Where Dark Deer cancels an order after receiving payment, any refund due shall be processed in accordance with applicable law.
2. Return Eligibility
Due to the nature of food products and the need to maintain food safety and hygiene, returns of delivered food products may be restricted.
However, this shall not exclude legitimate complaints or remedies relating to:
Products damaged during delivery.
Incorrect products delivered.
Missing items in an order.
Products with compromised packaging or signs of tampering.
Products that are defective, spoiled, or potentially unsafe.
Products materially inconsistent with their advertised description.
Each complaint shall be assessed on its individual merits and in accordance with applicable law.
Nothing in this policy shall restrict mandatory consumer rights or remedies.
3. Reporting Product Issues
Customers should report damaged, incorrect, defective, or potentially unsafe products promptly after discovering the issue.
Where available, the following information should be provided:
Order number.
Description of the issue.
Photographs of the product and packaging.
Relevant batch or product identification details.
Other information reasonably necessary to investigate the complaint.
Dark Deer may request additional information reasonably required to assess the matter.
Products suspected of being unsafe should not be consumed.
4. Refund Processing
Where a refund is approved or otherwise required by law, it shall be processed using the original payment method wherever reasonably practicable.
Where the original payment method cannot be used, an appropriate alternative shall be communicated to the customer.
The time required for the refunded amount to appear in the customer’s account may depend on the payment provider or banking institution.
Customers shall be informed of relevant refund-processing updates where practicable.
5. Replacement and Other Remedies
Depending on the circumstances, product availability, and applicable law, an appropriate resolution may include:
Replacement of the affected product.
Refund of the affected product’s purchase price.
Refund of applicable delivery charges.
Another mutually agreed resolution permitted by law.
The proposed resolution shall be communicated following review of the complaint.
6. Missing or Incorrect Orders
Where an order is missing an item or contains a product different from the one purchased, the customer should report the issue with the relevant order details.
The complaint shall be investigated, and an appropriate resolution shall be provided in accordance with the circumstances and applicable law.
7. Return Shipping Charges
Where a return or replacement is approved because of damage, an incorrect product, a confirmed defect, or another issue attributable to Dark Deer, the arrangements for return shipping, collection, or replacement shall be communicated to the customer.
Return-related charges shall be handled in accordance with applicable law.
8. Marketplace Purchases
Orders placed through third-party marketplaces, including Amazon, may be subject to the applicable marketplace’s cancellation, return, and refund procedures.
Customers who purchase through an external marketplace should consult the relevant order page and customer-support process.
Nothing in this policy shall override mandatory consumer rights.
9. Amendments
Dark Deer reserves the right to amend this policy to reflect changes in its products, fulfilment arrangements, and business operations.
Revised versions shall be published on the website, subject to applicable law.