Refund Policy

Last updated: 27 September 2026

This Refund Policy explains when and how you can get a refund, cancellation or replacement on FastMart Grocery & Market Hub (“FastMart”, “we”, “us”). It forms part of our Terms of Service and covers everything you order through our apps and website — first-party FastMart groceries, meals from restaurants, goods from marketplace vendors, and FastErrands pickups and deliveries. All amounts are in Nigerian Naira (₦).

Our goal

If your order doesn’t arrive, arrives incomplete, or isn’t what you paid for, we’ll make it right — through a redelivery, a replacement, or a refund, whichever suits the situation best. We aim to resolve every valid complaint quickly and fairly.

When you’re entitled to a refund

You can ask for a full or partial refund when:

Your order, or an item in it, was not delivered.
An item is missing or the quantity is short.
An item arrived damaged, spoiled, expired or unsafe to consume.
You received the wrong item, or an item that is materially not as described.
You were charged incorrectly — for example a duplicate charge, or a charge for an order that was never confirmed.
We or the merchant cancelled your order after you paid (for instance, an item turned out to be out of stock and you didn’t accept a substitution).

Fresh, perishable & prepared food

Groceries, produce and cooked meals are perishable, so please check your order at the point of delivery. For any quality, freshness or food-safety problem, report it within 24 hours of delivery and, where you can, send a photo — this helps us and the merchant put it right fast. For hygiene and safety reasons, perishable and prepared-food items generally cannot be returned, but a valid quality complaint is refunded or replaced.

Cancelling an order

You can cancel free of charge before the shop or restaurant starts preparing your order, and you’ll be refunded in full.
Once preparation, packing or cooking has begun, an order usually cannot be cancelled, because the goods are already committed.
If a rider has already been dispatched or has collected your order, the delivery cost may not be refundable even where the items are.

Delivery and service fees

Where the fault is ours or the merchant’s — a failed, late-beyond-reason, or undelivered order — we refund the delivery fee and service charge along with the items.
Delivery and service fees are not refundable where the order was delivered as requested but couldn’t be completed for reasons on your side — for example a wrong or incomplete address, no one available to receive it, or a refused hand-over of age-restricted items without valid ID.

Restaurant and marketplace items

Restaurants and marketplace vendors are independent businesses responsible for their own products — quality, freshness, food safety and accurate descriptions. When something is wrong with a merchant’s item, contact us and we’ll act as your point of contact and coordinate the refund or replacement with the merchant. First-party FastMart groceries are sold directly by us, and we stand behind them.

Multi-vendor orders

If a single order includes items from more than one merchant, each part is handled on its own. A problem with one merchant’s items is refunded for that part without affecting the rest of your order.

FastErrands

FastErrands is a transport-only service — a rider picks up an item at one location and delivers it to another. FastMart does not buy the item, so there is no item cost to refund. If you cancel before a rider is dispatched, you’re refunded in full. Once a rider has been dispatched or has begun the pickup, the errand fee may not be refundable because the service has started. If we fail to complete an errand you paid for, we refund it.

How refunds are issued

Online payments (card or bank transfer) are refunded to the original payment method through our payment provider.
Cash / pay-on-delivery orders that qualify for a refund — for example a missing item you already paid a rider for — are refunded by bank transfer to an account you provide.
Refunds are made in Naira for the amount paid. We don’t refund to a different person or account than the one that paid, and we may ask you to verify your order details first.

How long a refund takes

We approve valid refunds as quickly as we can, usually within 1–3 business days of confirming the issue. Once approved, the money typically reaches you within 5–10 business days for card and bank-transfer refunds, depending on your bank or card issuer. Bank-transfer refunds on cash orders are sent once we have your account details.

What isn’t refundable

Change-of-mind on perishable, fresh or prepared-food items after they’ve been delivered.
Problems reported too late for us to verify them (see the 24-hour window for food and freshness issues).
Orders that couldn’t be delivered because of inaccurate address or contact details, or because no one was available to receive them.
Fraudulent, abusive or repeatedly unfounded refund claims. We may review accounts that misuse this policy.

How to request a refund

Please raise food, freshness and damage issues within 24 hours of delivery, and billing or non-delivery issues within 7 days, so we can investigate while the details are fresh.

Changes to this policy

We may update this Refund Policy from time to time. We’ll post the current version here and update the date above; the policy that applies to your order is the one in effect when you placed it.

Contact

Questions about a refund? Email refund@fastmartgrocery.com.

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