Refunds and returns

You bought from a vendor, not from Noques. The vendor is responsible for the goods, and a refund comes out of what they were paid for that order.

Noques processes the refund, because Noques took the payment as the vendor’s agent. In practice that means you deal with one place rather than chasing a shop for a card reversal — but it is the vendor’s obligation being met, not a goodwill gesture from the platform.

Before the vendor has started

You can cancel outright. On a basket spanning several vendors you can cancel one vendor’s part and keep the rest — you are not made to abandon the whole order because one shop cannot fulfil.

Once the vendor has started preparing

Cancellation is no longer automatic, because work has been done and in many cases the goods are perishable. Ask the vendor through the order. Many will agree; a vendor who has already made your food is within their rights not to.

If the vendor cancels

A vendor who cannot fulfil cancels their part, and their part is refunded in full. The rest of your basket is unaffected.

If you do not collect

An order that is ready and not collected is between you and the vendor. There is no automatic refund for a collection that did not happen — the goods were made and set aside. Talk to the vendor; outcomes vary reasonably with what was ordered and how long ago.

The Consumer Protection Act entitles you to goods that are of good quality, in working order and free of defects, and to return goods that are not. Nothing on this page reduces that, and a vendor cannot contract out of it.

What to do, in order:

1. Tell the vendor, through the order. They packed it, they have the rest of the stock in front of them, and most problems end here. Do it promptly — with food, the same day.
2. Keep the evidence. A photograph of what arrived, and the item itself if it is not perishable.
3. Escalate to Noques if the vendor does not put it right. Use the contact form with your order number. A person reads it, looks at the order and the payment behind it, and decides.

The remedy depends on what went wrong: the missing item supplied, a replacement, or a refund of that item or the order.

A refund can never exceed what was actually paid on that order, less anything already refunded against it. Not the item’s current price, not a figure typed into a form. The limit is applied at the moment the refund is processed, inside the transaction that processes it, against the amount the payment provider actually reported receiving. A request for more than remains is rejected outright.

That protects you as much as the vendor: it is the same mechanism that makes it impossible for a price change after you ordered to alter what you get back.

A refund is returned to the card that paid. Noques releases it immediately once approved; how long it takes to appear is your bank and card scheme, typically a few working days and occasionally longer. Nobody at Noques can accelerate that part.

If you paid part of the order with cashback, that part comes back to your Noques balance rather than to your card, and the cash you actually handed over is what is refunded to the card. You are not refunded the discount twice, and you do not lose it.

There is no fixed resolution deadline and no automated claims system. A dispute is read by a person, which is slower than a form and considerably more useful when the facts are not simple.

What that means in practice: get in touch as soon as you know there is a problem, include the order number, and say what outcome you are looking for. It will not be left sitting.

As the marketplace grows, anything added to this page will be something already built rather than something advertised first.

Cancelling a paid order reverses the credit to your wallet for it — your share, which is what was credited in the first place — and a reversing entry is written to the ledger rather than the original being edited. The stock goes back onto the listing, and any cashback the customer redeemed against that order is returned to them.

Repeated refunds arising from stock you did not have or descriptions that did not match are a matter for the selling guidelines, not for this page.