Refund-policy

FRESH ORGANIC GROCERIES CANCELLATION, RETURN AND REFUND POLICY

This cancellation, return and refund policy (“Policy”), together with terms and conditions sets out for cancellation, return and refund of products listed and sold on www.freshorganicgroceries.com. The products listed and sold on Our Website shall be referred to herein as “Products”.

1. APPLICABILITY OF POLICY

By using www.freshorganicgroceries.com and/or initiating a request for purchase of Product(s) on our website, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on www.freshorganicgroceries.com. Please note that, we may from time to time change the terms of the Policy that govern your terms of cancellation, return or refund of an order for Product bought on our website. Every time you wish to use www.freshorganicgroceries.com, please check the Policy to ensure you understand the terms and conditions that apply at that time.

2. TERMS OF CANCELLATION

(a) You can cancel the order prior to sending Shipment Confirmation email at no extra cost. Since we take efforts to deliver products to your doorsteps/ lounge at no cost, we will incur a cancellation charge of 5% if Shipment Confirmation email is sent and 15% cancellation charge is incurred if the shipment is bound out for delivery.

(b) The request for cancellation of the order can be made by sending an email with order number, or by calling our customer care number (10am to 10pm – 7 Days a Week), as may be intimated by Fresh Organic Groceries Ltd to you from time to time.

(c) On the receipt of order cancellation request, your order will be cancelled with immediate effect, and the refund process will be initiated only upon reception of the product to our warehouse by our delivery team. Refund might take up to 5-10 business days depending on our payment gateway and your financial institution.

3. TERMS OF RETURN AND REFUND

(a) You may initiate return of Products within the timelines and as per the terms stipulated under Annexure A (refer to the table provided at the end of this Policy) of this Policy. We would accept the request for return of such Product subject to the terms of this Policy. Fresh Organic Groceries Ltd will not process return if you have placed the order for a wrong product model, colour or incorrect Product.

(b) If you have received any Product which is eligible for return in terms of this Policy, we suggest you to immediately register a request with us. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non-compliances claimed in such Products are acceptable by us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request you to send us images of the damaged or defective product received at our Warehouse. At this point we do not have pickup option for retrieving the defective product. Further, to the assessment of the damage or the concern reported in the return request, Fresh Organic Groceries Ltd may in its sole discretion resolve the issue subject to the assessment report, in a manner as it may deem fit.

(c) Please be informed that when you opt to cancel or return the Products, upon our verification of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy, will be processed within a period of 1 business day from the date of us verifying the defect and upon reception of returned goods. Your refund will be processed only when the conditions as may be stipulated by Fresh Organic Groceries Ltd are fulfilled. The refund amount will be credited to the original payment mode opted by you or in your wallet associated with the freshorganicgroceries.com (“Wallet”) eligible for Wallet refund, as may be chosen by you. You acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider terms and conditions.

(d) Please be informed that for Products, for which you had opted for ‘Cash on Delivery’, as a payment option, you will receive refunds in Wallet or you can receive cash when you return the product at our warehouse. This is applicable only after the reception of the goods to our warehouse. Refund might take up to 5-10 business days depending on our payment gateway and your financial institution if the mode of payment is bank transaction (Credit/Debit Card).

4. CUSTOMER SUPPORT TEAM

For any feedback, concern or query, you may please reach out to us on the below contact details:

Write to us on: support@freshorganicgroceries.com

Call us at: 437-333-5821

ANNEXURE A – RETURN TIMELINE AND CONDITIONS

Category	Return Policy
Non-Edible Products listed on our website	14 days Returnable You may return the Product if it is damaged, defective or is not in working condition, or if parts of the Product or accessory is missing, or if the Product delivered is different from what was ordered basis the Product description provided on our website. In addition to the aforementioned conditions, we will accept the return if you keep the Products in its original condition, along with brand outer box, tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. The amount claimed as refund will be refunded to you within 5-10 working days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised.
Edible Products listed on our website	Non-Returnable Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product for the aforesaid reasons. In order for you to successfully get a refund, you shall raise a request for refund within 1 week. The amount will be refunded to you within 5-10 working days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request or can be refunded to your wallet. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you. This is applicable only after the reception of the goods to our warehouse. The product must be brought into our warehouse for return and this point we do not have option to schedule a pickup for retrieving defective product. (However, return request must be notified to us within one week of delivery date with images of the products if required by us).

Category

Return Policy

Non-Edible Products listed on our website

14 days Returnable

You may return the Product if it is damaged, defective or is not in working condition, or if parts of the Product or accessory is missing, or if the Product delivered is different from what was ordered basis the Product description provided on our website.

In addition to the aforementioned conditions, we will accept the return if you keep the Products in its original condition, along with brand outer box, tags attached, user manual, warranty cards, and original accessories in manufacturer packaging for a successful return pick-up. The amount claimed as refund will be refunded to you within 5-10 working days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised.

Edible Products listed on our website

Non-Returnable

Products under this category are non-returnable due to consumable nature of the Products. However, in an unlikely event of you having concerns with the quality, freshness or physical condition of the Product delivered, you may return the Product for the aforesaid reasons.

In order for you to successfully get a refund, you shall raise a request for refund within 1 week. The amount will be refunded to you within 5-10 working days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request or can be refunded to your wallet. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you. This is applicable only after the reception of the goods to our warehouse. The product must be brought into our warehouse for return and this point we do not have option to schedule a pickup for retrieving defective product. (However, return request must be notified to us within one week of delivery date with images of the products if required by us).