Asook sells groceries and food products supplied by independent vendors. Because most items are perishable or food-safety sensitive, our approach to returns is different from typical retail goods — please read this policy before placing an order.
Due to food safety and hygiene requirements, opened, perishable, or consumable items generally cannot be returned once delivered, unless the item arrived damaged, spoiled, incorrect, or significantly different from what was ordered. This does not affect your right to report a problem with your order as described below.
If an item arrives damaged, spoiled, missing, or different from what you ordered, contact us as soon as possible — ideally within 24 hours of delivery — with your order number and, where possible, a photo of the issue. Our support team reviews each report and works with the vendor to resolve it, which may mean a replacement, a partial refund, or a full refund depending on the situation.
If you receive a product you did not order, let us know and we will arrange either the correct item or a refund for the incorrect one, at no additional cost to you.
For non-perishable items (for example, kitchenware or sealed packaged goods), unopened and unused items may be eligible for return within a reasonable period after delivery, at the discretion of the vendor. Contact us to check eligibility for a specific product before returning it.
Approved refunds are issued back to the original payment method used at checkout. Processing times depend on your bank or card issuer and can typically take several business days to appear after a refund is approved.
Because vendors may begin preparing your order shortly after payment is confirmed, cancellation is only possible before the vendor has started processing it. Contact us as quickly as possible if you need to cancel an order.
For any issue with an order — damage, missing items, incorrect items, or a cancellation request — use the contact details listed on our storefront and include your order number so we can look into it quickly.