Cancellation, Returns & Refunds Policy

Effective date: 26 September 2026 Order cancellation requests Use Track Order to submit a cancellation request within 2 hours of placing the order. This is a request window, not an automatic cancellation or a promise that an order can be stopped. We will assess the current order, payment, packing and supplier-fulfilment status. Cancellation may no longer be possible once packing, handover to a carrier, supplier dispatch processing or shipment has started. We will not treat a request as accepted until Ana Cart confirms the outcome through the request record or other written communication. If Ana Cart cannot fulfil an accepted order because of genuine stock, address/serviceability, payment, pricing, compliance or operational reasons, we may cancel or place it on hold and will provide the remedy required by applicable law. This does not limit a consumer remedy for a defective, deficient, spurious, wrongly supplied, misdescribed or unlawfully delayed order. Delivery issues, returns and food products Report a damaged, tampered, wrong, incomplete, materially defective or genuine quality issue through Track Order within 48 hours after confirmed delivery. Keep the product, outer packaging, label, invoice and available photos/video until we provide instructions. Food, consumables, personal-use and other perishable products are normally not accepted for change-of-mind returns after delivery because safety and resale cannot be assured. This restriction never applies where a product is damaged, wrong, defective, unsafe, not as described, subject to recall, or where another remedy is required by law. Review and return instructions Each request receives a support reference and is reviewed against the order record, product category, evidence, carrier information, supplier information and applicable law. We may request photographs, a clear issue description or other reasonable evidence. Do not return a product before Ana Cart gives written return or disposal instructions. If a return is approved, we will state the collection/return method and who bears the return-shipping cost; this depends on the reason and applicable law. Refunds and replacements Where a cancellation, return, replacement or refund is approved, Ana Cart will state the approved remedy and amount. Online-payment refunds are initiated to the original payment method through the payment partner; bank/payment-network posting time is outside Ana Cart’s control. For COD, a refund is considered only after the amount was collected and a refund is due. Shipping, handling and convenience charges may be non-refundable only where permitted by law; they will not be withheld where the order was wrong, damaged, defective, not as described, or another remedy is legally required. Supplier-direct shipments and food safety Some products may be dispatched by an approved supplier. Ana Cart remains the customer’s support contact and will coordinate with the supplier/carrier; supplier fulfilment does not remove statutory consumer rights. If a food product may be unsafe, non-compliant or subject to recall, we may stop delivery, contact affected customers and arrange the appropriate corrective action or refund in line with applicable requirements. This policy does not remove consumer rights available under applicable law. Use Track Order with the order number and delivery phone to create a support request.