Terms of the Quality Guarantee - AU
At DoorDash, we are committed to ensuring high-quality service, and that is why our ‘Quality Guarantee’ ensures that if a customer has a quality issue, they will be eligible to receive a refund or DoorDash credit for the item(s) that qualify for the Quality Guarantee.
When you place an order at eligible Grocery or Convenience stores and experience any of the following issues, you will be eligible to receive a refund or DoorDash credit if any of the following qualifying issues occur:
Missing item: Customer did not receive an item that was originally purchased.
Incorrect item: Customer received an item different to what was originally purchased (e.g. different size, different variant)
Poor/unsatisfactory item substitution: Customer received a substitution that did not meet the standard expected (e.g. only wanted oat milk items but received dairy milk)
Poor quality item: Customer received items that had quality issues, including:
Compromised packaging
Expired items
Spoilt produce or other fresh items
Late delivery: Customer received the order or is expected to receive the order significantly later than originally estimated
To be eligible for a refund or credit under the Quality Guarantee, the customer must:
Place a DoorDash order for which the Quality Guarantee applies (Grocery, Convenience, Retail, and Alcohol orders)
Report a qualifying Quality Guarantee issue using the app’s self help tool within 24 hours of the issue arising and selecting the applicable reason
DoorDash in its sole discretion has the right to:
Determine whether an item reported qualifies for a refund or credit under the Quality Guarantee;
Determine and adjust the amount of the refund or credit for an item that qualifies under the Quality Guarantee;
Deny any request for a refund or credit pursuant to the Quality Guarantee if DoorDash suspects fraud or abuse;
Determine whether or not a customer received their order significantly later than originally estimated; and
Modify or cancel the Quality Guarantee at any time.
See here for full terms and conditions applicable to use of DoorDash credits.
