Bermer Stores

Refund Policy

Last updated: May 21, 2026

This Refund Policy explains when Bermer Stores customers may be eligible for a refund for orders placed through the Bermer Stores app or web experience.

Refund Eligibility

• The store cannot accept or fulfil the order after payment is captured.
• The order is cancelled by the store, delivery network, or Bermer due to operational, payment, item availability, address, or safety reasons.
• You are charged twice or an online payment is captured for an order that was not created or could not be processed.
• Items are missing, wrong, damaged, spoiled, expired, or materially different from the confirmed order, subject to review and proof where required.
• A return is approved under the Return Policy and the item is received or verified as eligible.

Non-Refundable Cases

• Orders delivered as confirmed and accepted at the delivery address.
• Food, grocery, perishable, customized, opened, used, or hygiene-sensitive items that are not wrong, missing, damaged, spoiled, or otherwise eligible after review.
• Failed delivery due to incorrect address, unavailable customer, missed calls, refusal to accept delivery, or inability to complete required OTP or payment steps.
• Charges, fees, or promotional adjustments that are disclosed before checkout and not eligible under a specific offer or support decision.

Refund Method and Timeline

Approved refunds are generally issued to the original payment method, Bermer account credit, wallet, or another supported method depending on the payment flow. Once approved, refunds are usually initiated within 5 to 10 business days, but banks, payment gateways, wallets, and card networks may take additional time to post the amount.

How to Request a Refund

• Contact support as soon as possible after delivery or cancellation with your order details.
• For missing, wrong, damaged, spoiled, or expired items, provide clear photos, item details, and delivery/order information when requested.
• Keep the item and packaging available for review if a return pickup or inspection is needed.

Review and Decisions

Refund requests may be reviewed with the store, rider, payment provider, and platform operations team. We may approve a full refund, partial refund, replacement, store credit, or reject the request if the order is not eligible. Fraudulent, abusive, or repeated unsupported claims may lead to account restrictions.