Replacements & Substitutions

1. Exact re-sourcing comes first

If an expected source cannot provide the exact item, Couranr first attempts to obtain the exact item from another approved source when the order can still be fulfilled safely and within the accepted promise.

The same exact Couranr item sourced from another approved supplier or location is not a substitution.

Supplier identity and Couranr's internal source cost remain private.

2. No silent material substitution

A different brand, size, flavor, configuration, model, or variant is a replacement when the difference is material.

Couranr does not silently replace an ordered product with a materially different one.

3. Your replacement preference

Where available, you may choose:

Ask me first

Couranr requests your approval before using a proposed materially different replacement.

Best match OK

You authorize Couranr in advance to select a replacement, only within Couranr's current bounded replacement rules. This is not open-ended authority for a shopper or an AI assistant to choose any product.

Refund if unavailable

After exact re-sourcing is exhausted, Couranr resolves the unavailable line through the refund process rather than waiting for replacement approval.

4. Food and beverage always require your explicit approval

A replacement is never applied automatically when the item you ordered, or the item Couranr proposes, is a food or beverage product — including chilled and frozen items.

"Best match OK" does not cover food. Couranr asks you first every time, and describes the exact product being proposed.

Couranr does not tell you that a proposed food replacement is equivalent for allergen, dietary, ingredient, or medical purposes. Read the product information and decide for yourself, and decline the replacement if you are not certain it is right for you.

5. Launch price rule

At launch, Couranr will not charge you more for a replacement than your accepted price for the unavailable original item.

A higher-priced replacement that would require charging you more is not available under the launch replacement policy.

6. Cheaper replacement

When an approved replacement costs less than the accepted original item price, Couranr refunds the applicable merchandise difference and related tax difference.

Couranr does not add a new delivery or small-order service fee merely because a replacement was needed.

7. Deadline

A replacement request may have a response deadline because Couranr must still satisfy the accepted delivery obligation.

If you do not respond within the stated operational deadline, Couranr applies your existing replacement preference or the applicable refund path.

An expired request is not silently revived after fulfillment has moved on.

8. AI boundary

Couranr's AI assistant may explain replacement options or present approved candidates.

The AI assistant does not have authority to substitute silently, to increase your accepted item price, to bypass your preference, to invent availability, or to authorize a product that fails safety or compliance gates.

9. A wrong product is not an approved replacement

If Couranr delivers a product that was never authorized under this policy, you may report it as a wrong-item claim rather than being forced into a preference return.