Refund & Cancellation Policy

At RURAL, we carefully select and prepare each order according to the requested delivery date. Please review the following policies before placing your order.

Order Cancellations

Orders may be cancelled for a full refund up to 24 hours before the confirmed delivery time.

Cancellations requested less than 24 hours before delivery may not be eligible for a full refund if products have already been purchased or the order has entered preparation.

Same-day orders cannot be cancelled once availability and delivery have been confirmed through WhatsApp.

To request a cancellation, please contact us through WhatsApp and provide your name and order number.

Order Changes

Changes to an order may be requested up to 24 hours before the confirmed delivery time.

We will do our best to accommodate additions or modifications requested after this period, but they will depend on product availability and preparation status. Additional charges may apply.

Substitutions and Unavailable Products

Product availability may vary, particularly for fresh, local, imported, or seasonal products.

If an item is unavailable, we will contact you through WhatsApp and offer a similar replacement. We will not substitute an item without your approval.

If you do not approve the replacement, the unavailable item will be removed from your order and its value will be refunded.

Fresh and Perishable Products

Fresh produce, meat, seafood, dairy products, frozen products, and other perishable items cannot be returned because of their nature.

However, if an item arrives damaged, spoiled, incorrect, or in unacceptable condition, please contact us within 2 hours of delivery and send photographs of the affected product.

After reviewing the issue, we may offer an appropriate replacement, store credit, or refund for the affected item.

Natural differences in the size, color, shape, or appearance of fresh products are not considered defects.

Missing or Incorrect Items

Please review your order shortly after delivery.

If an item is missing or incorrect, contact us within 2 hours of delivery. Once verified, we will arrange a replacement, store credit, or refund for the affected item.

Property Access and Failed Deliveries

Customers are responsible for providing complete and accurate delivery information and coordinating property access with their villa host, concierge, hotel, security team, or property manager.

If delivery cannot be completed because access was not authorized, the address was incorrect, or no authorized person was available to receive the order, an additional delivery fee may apply to reschedule the delivery.

Products already purchased or prepared may not be refundable.

Custom Orders

Custom grocery orders and specially sourced products may have different cancellation conditions. These conditions will be communicated and confirmed through WhatsApp before payment or purchasing.

Special-order products may be non-refundable once they have been purchased on the customer’s behalf.

Approved Refunds

Approved refunds will be issued to the original payment method.

Processing times depend on the bank or payment provider and may take approximately 5 to 10 business days after the refund is issued.

Delivery fees are non-refundable once delivery has been completed or attempted, except when the issue was caused by RURAL.

Contact Us

To request a cancellation, report a problem, or ask about a refund, please contact us through WhatsApp and include:

• Your full name

• Order number

• Description of the request or issue

• Photographs, if applicable

We will review your request and respond as soon as possible.