Bento Shopper - Orders Policy
Effective Date: Oct 1, 2025
At Bento, we strive to ensure a smooth and reliable shopping experience for all our customers. Please review the following policy regarding product availability, substitutions, cancellation and refunds
Product Substitution Options
For each item ordered, customers are required to select a substitution preference in case the chosen product is unavailable at the time of order fulfillment.
Available substitution options include:
Allow substitution – Our team will replace the unavailable item with a similar product of quality and comparable value. Any price difference resulting from substitutions may result in a charge or credit voucher adjustment to your final payment.
No substitution – If this option is selected and the product is unavailable, it will not be replaced and a credit voucher adjustment will be processed in accordance with clause 3 below.
Weighable Products
Some products (such as fruits, vegetables, meats, or other items sold by weight) are weighable, and the final price may vary depending on the actual weight.
Any price difference resulting from weight variations may result in additional charges or a credit voucher to your final bill.
Unavailable Products and Refunds
If a product is unavailable and the customer has selected “no substitution”, a refund will be processed in the form of Magic Vouchers. This also applies to items for which the in-store shelf price is lower than the price paid on the platform.
Magic Vouchers can be redeemed for future purchases with any merchant available on our Bento platforms.
Refunds to the original payment method are not applicable for such cases, unless requested by the customer within 48 hours of the completion of the order through our Customer Service channels. In such instances, the issued voucher will be cancelled and the refund will be processed to the original payment method (which may take 5–7 business days to reflect, depending on the customer’s bank).
Cancellation of Order
Customers should request their intention to cancel their Bento Shopper orders through our Customer Service channels.
An order is considered regrettable if the cancellation request is made before it is accepted and while its status is still marked as “Created”. Once the order status changes to “Preparing”, it is no longer regrettable.
Receipts and Documentation
Customers will receive an official receipt issued by Bento through our platform under their Order History.
Please note that store receipts from the grocery store or merchant will not be provided with the order.
Preparation and Delivery Time
All orders are prepared by a Bento Shopper and delivered by a Bento Driver. The estimated delivery window provided at checkout is typically between 1.5 to 3 hours from the time the order is created.
However, this is an approximation only and may be subject to change depending on several factors, including but not limited to:
The size and value of the order
The number and type of items requested
Whether items are weighable or require special handling (such as fresh produce, meats, or seafood)
The availability of items at the selected store(s)
Traffic and delivery conditions at the time of fulfillment
In some cases, larger or more complex orders (e.g. those requiring weighing, slicing, or packaging of fresh items) may take additional time to prepare before being dispatched for delivery.
Bento will make every reasonable effort to ensure orders are prepared and delivered promptly, however, we cannot guarantee specific preparation or delivery times, as they depend on external and operational factors beyond our control.
Policy Updates
Bento reserves the right to amend this policy at any time. Any updates will be reflected on our app and website.
Contact Us
If you have questions about this policy or your data, please contact us:
📧 Email: help@bento.ky
🏢 Address: Bento Ltd, Grand Cayman, Cayman Islands