Effective Date: May 2026

Welcome to Freshie (“Freshie”, “we”, “our”, or “us”).
Freshie is an online grocery delivery platform providing fresh fruits, vegetables, dairy products, meat, seafood, daily essentials, and other household items.

This Return & Refund Policy governs all purchases made through the Freshie platform, including our website, mobile platform, and related services.

By placing an order on Freshie, you agree to the terms mentioned below.

1. Eligibility for Returns, Replacements & Refunds

Customers may request a return, replacement, or refund if:

An incorrect item was delivered
A product is missing from the order
The delivered item is damaged, defective, or expired
The product quality or freshness is unsatisfactory
The item delivered does not match the order description

To be eligible, customers must report the issue within 2 hours of delivery along with clear photo or video proof.

All requests are subject to verification and approval by Freshie.

2. Non-Returnable & Non-Refundable Products

Due to hygiene, safety, and perishability standards, certain products are not eligible for return or refund once delivered, including:

Fresh fruits & vegetables
Fish, chicken, meat & seafood
Dairy and frozen products
Bakery and ready-to-eat items
Opened or partially used packaged goods
Personal care and hygiene products
Products without original packaging
Items purchased during clearance, sale, or promotional offers

Freshie reserves the right to determine the final eligibility of any return or refund request.

3. Shipping, Delivery & Convenience Charges

Shipping and delivery charges are calculated based on:

Delivery location
Order value
Delivery slot availability
Express or priority delivery selection

Non-Refundable Charges

The following charges are generally non-refundable once the order is successfully delivered:

Delivery fees
Platform or convenience fees
Packaging charges
Handling charges
Surge or priority delivery charges

However, if Freshie cancels the order before dispatch, eligible prepaid charges may be refunded.

4. Refund Process

Once approved, refunds will be processed through the original payment method wherever applicable.

Refund Timelines

UPI / Wallet / Online Payments: 3–7 business days
Bank Transfer Refunds: 5–10 business days
Cash on Delivery (COD): Refund via UPI or bank transfer after verification

Depending on the nature of the issue, Freshie may provide:

Full refund
Partial refund
Product replacement
Store credit or wallet balance

Refund timelines may vary depending on banking partners and payment gateways.

5. Cancellation Policy

Orders may be cancelled before they are packed or dispatched.

Once an order has been:

Packed,
Processed, or
Out for delivery,

the cancellation request may not be accepted.

Freshie also reserves the right to cancel orders due to:

Product unavailability
Pricing or technical errors
Delivery limitations
Suspected fraudulent or unauthorized transactions

Eligible refunds for cancelled orders will be processed accordingly.

6. Delivery & Order Acceptance

Customers are advised to inspect the order at the time of delivery.

Customers may refuse delivery if:

The package appears tampered with
Incorrect items are delivered
Products are visibly damaged

Once the order is accepted without any complaint, it may be considered successfully delivered.

7. Situations Where Refunds May Be Rejected

Refund or replacement requests may be declined if:

The complaint is raised after the permitted reporting period
Valid proof is not provided
The product has been consumed, altered, or partially used
Damage occurred after delivery due to improper handling or storage
Delivery failed due to incorrect address or customer unavailability
Fraudulent, abusive, or repeated unreasonable claims are identified

Freshie’s decision regarding refunds and replacements shall be final and binding.

8. Quality Assurance

Freshie works with trusted suppliers and vendors to maintain high standards of freshness, quality, and hygiene.

While we strive to provide the best shopping experience, occasional issues may occur. Our support team will make reasonable efforts to resolve all genuine customer concerns fairly and promptly.

9. Contact Us

For any return, refund, cancellation, or support-related queries, customers may contact us at:

Freshie Official Website

Customer Support: +91 7029432266
📧 Email: info@freshie.in

10. Changes to This Policy

Freshie reserves the right to modify, update, or revise this Return & Refund Policy at any time without prior notice.

Customers are encouraged to review this page periodically for the latest updates and terms.

Refund and Returns Policy