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Refund Policy

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Refund Policy

Last updated: 4 October 2026

This page explains how to ask for help with a delivered order on MnBaladna, and how a refund request is followed. MnBaladna is a marketplace. The store sells the products. We connect you with local stores across 371 delivery zones in the Netherlands, in Grocery, Food, Shop and Pharmacy.

You can order on mnbaladna.com, in the MnBaladna Android app, or in the web app at web.mnbaladna.com (also for iPhone). Step-by-step help is in Cancel an order or request a refund. For shopping in general, see ordering Arab and halal products in the Netherlands.

1. What this policy covers

It covers orders placed through the Platform. A refund request is handled with the store that sold the item. This page does not cover cancelling an order before it is prepared. That is in the cancellation policy.

2. When you can request a refund

2.1 Wrong, different, damaged or defective

Request a refund if an item is wrong, different from what you ordered, damaged, or defective. This applies to grocery, food, shop and pharmacy items.

2.2 You changed your mind

The Help Center lists “changed mind” as a reason you can select when you submit a request. Submitting a request is not the same as an automatic approval. Fresh food and prepared food are generally not returnable only because you changed your mind.

2.3 What this page does not set

The Help Center explains the request steps. It does not set a general return period, return-shipping terms, a replacement process, or a number of days for the refund. For a specific order, contact the store in chat or MnBaladna support.

3. How to request a refund

  • Open the delivered order under My Orders.
  • Choose Request Refund.
  • Select the reason, add a short explanation and, if you can, a photo, then submit.
  • Follow the status on that order.

You can also message the store from the order, or contact support through the Help Center or [email protected]. Include the order and what is wrong.

Check the items when the driver arrives and report a problem as soon as you can. Keep the item and its packaging while the request is being handled. Give the delivery code only to the driver who brings the order.

4. If the request is approved

An approved amount may be credited to your MnBaladna wallet. We do not promise a fixed number of days on this page. You will see the status on the order.

5. Replacements

This page does not promise a replacement. If you would rather have the item again, say so in the request or in the store chat. Whether a store can send another item depends on that store.

6. Cancelled orders

If a store cancels an order that you paid digitally, a refund is issued, as described in the Help Center. A store or driver may cancel, for example when an item is unavailable. Cancellation before preparation is explained in the cancellation policy.

7. Your rights

Dutch and EU consumer law still applies where it gives you a right this page does not repeat. Fresh and prepared food is often outside a general right to send goods back only because you changed your mind. Nothing here removes a right that cannot legally be excluded.

8. Changes

We may update this policy. The date at the top is the latest version. Related pages: the terms and conditions, the privacy policy, the shipping policy and the cancellation policy.

9. Contact