Refunds and Returns

1. Cancelling an order

• Before the partner starts: cancel from the order screen at no charge, and any authorised amount is released.
• After preparation begins: a charge may apply, covering the goods already prepared and any courier journey started. The amount is shown before you confirm the cancellation.
• After handover to the courier: the order can no longer be cancelled, but you may refuse it at the door and report the reason from the order screen.
• Cancelled by the partner or by Nano: you are refunded in full, including delivery and service fees.

2. Problems with an order

Report missing, incorrect, damaged or unsafe items from the order screen within the reporting window shown there — normally 24 hours for food and 48 hours for goods. Include a photo where possible; it usually settles the case immediately.

• Missing item: refunded at the price paid for it.
• Wrong item: refunded, or replaced where the partner can send a replacement.
• Damaged or unsafe item: refunded in full, including its share of the fees.
• Order never arrived: refunded in full after verification of the delivery record.

3. Returns for Nano Store and Nano Market

Goods bought through Nano Store, and non-perishable goods from Nano Market, may be returned within the return window shown on the product page, counted from delivery. Start the return from the order screen, choose a reason, and a courier collects the item.

Returned goods must be:

• unused and in a saleable condition, unless the defect is the reason for the return;
• complete, with accessories, manuals and any gift included;
• in their original packaging where the packaging forms part of the product.

The following are not returnable unless faulty:

• perishable food, flowers and prepared meals;
• medicines, personal-care and hygiene items once unsealed;
• made-to-order, personalised or custom-configured goods;
• digital codes and vouchers once revealed.

4. Faulty goods

Where a product is faulty, you are entitled to repair, replacement or a refund under the applicable consumer law and the seller’s warranty. Report it through the order screen and Nano coordinates with the seller on your behalf.

5. Nano Express

A delivery cancelled before the courier arrives is free. Once the courier has travelled to the pickup point, the journey already made may be charged. Compensation for a lost or damaged parcel is paid up to the limit stated in the app at booking, on evidence of the parcel’s value, and prohibited items are excluded — see the User Agreement.

6. Nano Celebrate

Celebration bookings follow the cancellation schedule shown before you confirm. Deposits secure vendors and are refundable up to the deadline stated in the booking; after that, the vendor commitments already made are deducted. If Nano or a vendor cancels, you receive a full refund including the deposit.

7. How refunds are paid

• Card payments are refunded to the same card. Banks typically post the amount within a few working days.
• Cash orders are refunded to your Nano balance, or to a bank account you provide.
• Promo-code discounts are not refunded in cash; where the whole order is refunded, an equivalent code is reissued.
• You receive a confirmation in the app as soon as the refund is issued.

8. If you disagree with a decision

Write to [email protected] with your order number and we will review the case again. If we still disagree, you keep every right available to you under consumer law, including referral to the competent consumer body in your country.