1. Cancelling an order
| When you cancel | What is refunded |
|---|---|
| Before the shop accepts the order | 100 % — products, delivery and tip |
| During preparation | 100 % of the products not yet prepared; fresh products already prepared may be charged |
| After the courier has left | Cancellation impossible — see the claim cases below |
Cancellation is done from the order tracking page or through support.
2. Missing, wrong or damaged product
You are fully covered in the following cases:
- Missing product — immediate refund of the product, or re-delivery if a courier is available.
- Wrong product — refund or replacement, without having to return the product received.
- Damaged product or one unfit for consumption (broken cold chain, pierced packaging, use-by date passed) — full refund on presentation of a photo.
- Order never delivered — full refund, delivery and tip included.
Report the problem within 48 hours of delivery, from your order history or via support@sedeo.be, attaching a photo if possible. This deadline does not affect the 2-year legal guarantee of conformity applicable to non-perishable goods (art. 1649quater Code civil).
3. Significant delay
If your order arrives more than 30 minutes after the estimated slot and the delay is attributable to SEDEO, the delivery fee is refunded to you automatically as credit or to your means of payment, as you prefer.
4. Right of withdrawal (14 days)
For non-perishable and unopened products (dry groceries, cleaning products, unopened childcare items…), you have 14 days from delivery to change your mind (art. VI.47 CDE). The return is arranged through support; the return costs remain payable by you unless the error is ours.
In accordance with article VI.53 CDE, the following are excluded from the right of withdrawal: perishable foodstuffs, fresh products, products unsealed for hygiene reasons and personalised goods.
5. Refund terms
- The refund is made to the same means of payment as the one used when ordering (art. VI.50 CDE).
- Maximum time: 14 days from validation of the request — in practice 3 to 5 working days depending on your bank.
- At your request, the refund can be converted into SEDEO credit usable immediately (increased by 5 % as a goodwill gesture).
- Tips are refunded only in the event of full cancellation before the courier leaves or of an order never delivered.
6. Abuse
Refund requests are subject to anti-fraud checks. In the event of manifest and repeated abuse, SEDEO reserves the right to refuse a commercial refund (statutory rights excepted) and to suspend the account concerned, after a warning.
7. Contact and mediation
Customer support: support@sedeo.be · +32 (0)2 511 42 90, 7 days a week from 8am to 11pm. If no amicable solution is found, you may refer the matter free of charge to the Consumer Mediation Service (mediationconsommateur.be).