Refunds & quality
Our commitment
If an order arrives with something missing, damaged, spoiled or materially different from what you were entitled to receive, contact us and we will review the problem promptly.
Reporting a problem
Open the applicable order in your Magic Box account and select Report a Problem or Need Help With This Order.
Identify the affected item, what happened and any useful supporting information.
A photo may help us resolve a physical-quality issue but will not be required where it is unreasonable or unnecessary.
Report promptly
For perishable-food quality problems, please report the issue within 48 hours after delivery whenever reasonably possible.
That allows us to investigate freshness, packing, sourcing and delivery conditions.
The 48-hour request does not eliminate rights that applicable law gives you.
Available resolutions
Depending on the problem, Magic Box may offer:
- refund to the original payment method
- replacement where practical and requested
- Magic Box account credit if you choose to accept credit
When a refund is legally required, Magic Box will not force you to accept store credit instead.
Refund timing
Once Magic Box approves a refund, we will initiate it promptly through the original payment processor.
Your bank or card provider may require additional processing time before the refund appears.
Unavailable items
If Magic Box cannot source an item for which you already paid, we will follow your valid substitution choice.
If no acceptable substitution is made, the amount attributable to the unavailable item will be refunded or, only if you choose, credited to your account.
Customer credits
Quality or refund credits issued instead of a cash or card refund at the customer’s request remain available in the customer’s account until used unless a different promotional credit expressly states an expiration date when issued.
Change of mind
Because Magic Box purchases perishable food specifically for customer orders, we generally cannot refund a product merely because you changed your mind after the applicable ordering cutoff and after the product was purchased for you.
This does not restrict rights that cannot legally be waived.
Food left after successful delivery
Quality deterioration caused solely by a customer’s unreasonable delay in retrieving or properly storing perishable food after a successful delivery generally is not a Magic Box quality failure.
We will still review the facts of any reported issue.