Cancel an Order or Request a Refund

Cancel an order

You can cancel an order as long as the store has not started preparing it. According to our Cancellation Policy, orders can be cancelled free of charge within 30 minutes of placing them, before the store confirms.

Open My Orders and tap the order.
Tap Cancel order.
Choose a cancellation reason.
Confirm.

If the button is no longer available, the store is already preparing your order. Contact the store through the chat or contact support.

Stores and drivers can also cancel an order, for example when a product is out of stock. You are notified with the reason. If you already paid digitally, you receive a refund.

Request a refund

Received the wrong product, or something damaged? Request a refund in the app:

Open My Orders and tap the delivered order.
Tap Request refund.
Choose a reason, for example:
- Wrong or different product
- Damaged or defective product
- Changed my mind
Add a short explanation and, if possible, a photo.
Submit your request.

What happens next

The request is reviewed and you see the status in your order.
Approved refunds can be paid into your MnBaladna wallet, so you can use the amount right away. See Use E-Wallet.
Conditions, such as return periods for products, are in our Refund Policy.

Tips

Check your order when the driver arrives, before giving the verification code.
Report problems as soon as possible after delivery.
Keep the product and packaging until your request is handled.

Need help?

Chat with us in the app or see Contact MnBaladna Support. We answer Monday to Friday, 09:00â€“17:00 (Amsterdam time).

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