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Food delivery should be a smooth experience—but sometimes, things go wrong. Maybe your food never arrived, it was incomplete, or the restaurant was closed but your order still got charged.

Many buyers ask:

• “I requested a refund, but it got rejected. Why?”

• “Where’s my refund? It’s taking too long!”

• “Why can’t I get a refund for late delivery?”

Let’s break down who can request a refund, why some are declined, and how to ensure your request is processed correctly.

Note: Refund requests can only be made once per order. Please review your order carefully before requesting a refund.

1️⃣ When Can You Request a Refund?

You may request a refund if:
✅ Your food is missing or incomplete (e.g., you ordered 3 items, but only received 2)
✅ You received the wrong food (e.g., ordered chicken rice but got fried noodles)
✅ Your order was never delivered (e.g., status says "Delivered," but no food arrived)
✅ The restaurant was closed, but your order was still charged
✅ Food was tampered with or unsafe (e.g., packaging broken, food spilled, expired)

⛔ Refunds may not be approved for:
🚫 Late delivery – ShopeeFood does not process refunds based solely on waiting time.
🚫 Personal preferences – Example: You didn’t like the food quality or portion size.

2️⃣ How to Request a Refund?

1. Go to the Shopee App → "Me" tab
2. Select "My Purchases" and find the order
3. Tap "Request Refund"
4. Choose a reason & upload supporting proof:
   

• 📷 Photos of missing/wrong food items
• 📷 Screenshots of order details & receipt
• 📷 Chat and call logs (if applicable)

Please refer to the steps below on how to raise a refund request:

💡 Tip: Refunds are processed faster when clear evidence is provided. You may refer to HERE for clear evidence guidelines.

⚠️ Note:

For further information, please feel free to contact us via ShopeeFood Live Chat or alternatively, you may fill out the form HERE.

*Please note that for Domino's Pizza orders, you may refer to HERE for information on how to request a refund.