Having used Deliveroo repeatedly, a diamond customer at one stage, this order should have been no different. However, the driver demanded ID from a customer in their 40's who they'd been delivering tobacco related products to for over 2 years. No ID was available at the time so they refused to deliver tobacco, but they did oddly deliver Rizlas which are also age restricted. Customer service promptly said, of course paraphrasing, tough luck but we're keeping the money. So, no tobacco and no refund. After a bit of back and forth with customer services, no choice but to seek legal recourse and contact the appropriate media outlets too. Deliveroo policy amounts to a licence to steal seemingly.
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