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[ShopeeFood] Why my refund request was rejected?
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1. Why some refund requests are rejected
Not all refund requests can be approved. To help you understand, here are the most common reasons why a request may be declined under our ShopeeFood refund policy:
Refund Reason | Why It’s Rejected |
Taste preference (e.g. food taste not as expected) | Food is prepared according to the restaurant’s standard recipe, so personal taste is not a valid reason. |
Food portion/size | Portion may vary depending on packaging. Images shown are for illustration purposes only. |
Change of mind | Once the order is confirmed, it cannot be cancelled for a change of mind. |
Damaged packaging but food still consumable | Packaging may be slightly dented, but as long as the food quality is not affected, refund will not be approved. |
Ready-packed items (e.g. bottled drinks, pre-packed fruits) | These are sold as-is and are not refundable. |
Special requests in notes (e.g. “less spicy”, “extra rice”) | Refunds are not given if restaurants are unable to fulfill special requests. |
2. Valid reasons for refund
Your refund request will only be approved if the reason selected in the app is valid and you provide clear proof within 24 hours of delivery.
Received a wrong/incomplete item
👉[ShopeeFood] I received a wrong/incomplete ShopeeFood orderNo items were received
👉 [ShopeeFood] What to do If you haven’t received your ShopeeFood order?Others (broken seal / non-consumable item / damaged / spilled item)
Below are examples of valid vs invalid proof for “Others” reasons:
⚠️ Important Notes
Refund requests must include a valid reason and clear photo/video evidence.
Requests without proof or with unclear photos will be rejected.
Submit your request within 24 hours of delivery.
👉 To learn how to request a refund step by step, check: [ShopeeFood Refunds: How to Request & When to Expect Your Money]