Last Updated: September 2026
1. Overview
Grubss allows customers to cancel eligible products during the early stages of order processing.
Cancellation availability depends on the current status of the product within the order.
Once an item has progressed beyond the eligible cancellation stage, it can no longer be cancelled through the standard customer cancellation process.
2. When Can an Item Be Cancelled?
A customer may cancel an item while its status is:
Pending
Confirmed
Packed
Once the item has progressed to later fulfilment or delivery stages, cancellation is no longer available.
This includes items that have already been:
shipped;
sent out for delivery;
delivered;
submitted for return;
returned;
refunded; or
already cancelled.
3. Cancelling an Entire Order
Where an order contains multiple items, the entire order can only be cancelled through the normal cancellation process if all applicable items are still eligible for cancellation.
If one or more products have already progressed beyond the cancellation stage, those products may no longer be cancelled through the standard cancellation process.
4. Cancellation Refund Method
Where payment for the cancelled product was successfully completed, the refundable amount will be credited to the customer's Grubss Wallet.
Cancellation refunds are not ordinarily returned to the original card or payment method.
If an unpaid order or item is cancelled before payment has been successfully completed, no wallet refund will be created because no corresponding payment was received.
5. Cancellation Refund Amount
The amount refunded for a cancelled product is based on the net product value actually paid for that product.
Where a coupon or discount was applied to the order, the refund will take into account the portion of that discount attributable to the cancelled product.
For example, if a product had a price of AED 100 and AED 10 of the applicable discount was allocated to that product, the cancellation refund would be AED 90.
6. Non-Refundable Charges on Cancellation
Cancellation refunds apply only to the refundable value of the cancelled product.
The following charges are not included in a cancellation refund:
delivery charges;
shipping-related charges;
remote-area delivery surcharges;
delivery service premiums;
service charges; and
other applicable non-product charges.
These charges remain non-refundable even where all products in the order are cancelled.
7. Multiple Items and Multi-Vendor Orders
Grubss is a multi-vendor marketplace, and a single customer checkout may contain products from different vendors.
Each product's cancellation eligibility is determined individually based on its current status.
Where multiple eligible items are cancelled, the refund is calculated based on the net refundable product value of the cancelled items only.
Non-product charges are not added to the refund simply because every product in the order has been cancelled.
8. Grubss Wallet Refund Validity
Each cancellation refund credited to the Grubss Wallet is treated as a separate wallet credit.
Each individual cancellation refund credit is valid for 2 months from the date on which that credit is issued.
Different wallet credits may therefore have different expiry dates depending on when each credit was created.
Unused amounts from an expired wallet credit may no longer be available after its applicable expiry date.
9. Orders Paid Using Wallet or Multiple Payment Sources
Where an eligible order was paid using the Grubss Wallet, a card, or a combination of available payment methods, an approved cancellation refund will still be credited to the Grubss Wallet.
The refund will be limited to the net refundable product value of the cancelled item or items.
10. Cancellation After Shipping
Once a product has been shipped or has progressed beyond the cancellation stage, it cannot be cancelled through the standard cancellation process.
Where applicable, the customer may instead be able to request a return after delivery, subject to the product's return eligibility and the Returns & Refunds Policy.
11. Refund Processing
Once an eligible cancellation is successfully processed, the applicable refund amount will be credited to the customer's Grubss Wallet.
The same cancelled item cannot receive the same cancellation refund more than once.
Customers can review their order status through:
Profile → My Orders
12. Cancellation Issues
If you experience a problem while cancelling an eligible item, believe that the refund amount is incorrect, or have another cancellation-related concern, please contact Grubss at support@grubss.com or through the Contact Us form.
Please provide your order details so that the matter can be reviewed.
13. Changes to This Policy
Grubss may update this Cancellation Policy from time to time as marketplace operations, fulfilment processes, payment systems, or customer services develop.
Any revised version will be published on Grubss with an updated Last Updated date.