Under the Get it Fresh Guarantee (the “Guarantee”), customers are eligible for a refund on a grocery item if they: 

  • Place an order through the Instacart platform with a grocery retailer where the Guarantee appears within the storefront for that retailer; and
  • Report a qualifying order issue within three (3) days of delivery using the “Report issue” tool on the Instacart platform.

Customers are eligible for a refund up to the amount the customer paid for a grocery item if the item had any of the following issues at the time of delivery:

  • Missing item - the item wasn’t delivered;
  • Damaged item - the item arrived broken or in an unusable condition;     
  • Not Fresh - the item was expired, expiring, moldy, stale, or otherwise not fresh; or  
  • Poor quality replacement - the item was an unsuitable replacement for the item purchased by the customer and the customer did not select the item as a replacement preference or otherwise approve the replacement. 

Instacart shall have the sole discretion to:

  • Determine if the reported issue qualifies for a refund under the Guarantee;
  • Require evidence to substantiate the order issue; and/or
  • Disqualify consumers from eligibility for future refunds under the Guarantee based on unusual refund request activity or for suspected fraud or abuse. 

Instacart may issue a partial item refund if only a portion of an item is missing or damaged. Instacart may allow the customer to select a credit towards a future order in lieu of a refund. This offer is non-transferable.

Refunds or credits will only be issued on orders placed using a valid payment method via the Instacart platform. Credits will not be issued on items purchased using an EBT card. Instacart shall not be required to issue a refund or credits with respect to any items purchased using coupons or other promotional credits. Any credit issued shall be subject to the Instacart credit terms and may expire. Instacart may deny any request or revoke a credit if we suspect fraud or abuse, or if we determine the customer directly or indirectly caused the order issue. Instacart reserves the right to modify or cancel the Guarantee at any time.