Effective Date: 1st May 2025

At Fresh@, our goal is to provide a smooth, reliable, and community-focused shopping experience for residents of ASBL Spire, Hyderabad. This Refund and Cancellation Policy outlines the conditions under which you may cancel your orders or request a refund.

1. Order Cancellation Policy

1.1 Customer-Initiated Cancellation

  • Orders can be canceled before they are packed or dispatched.

  • You can cancel an order directly through the Fresh@ website under "My Orders."

  • If payment was made online, the amount will be refunded as per the refund timeline below.

1.2 Post-Dispatch Cancellation

  • Once an order has been packed or dispatched, cancellation is not allowed unless:

    • There is an issue with product availability

    • There is a valid error or issue in the order (e.g., wrong items)

1.3 Auto-Cancellation

  • Fresh@ may cancel an order due to:

    • Non-availability of a product

    • Delivery constraints

    • Resident unavailability despite repeated attempts

  • A full refund will be processed in such cases.

2. Return Policy

2.1 Return Eligibility Returns are accepted only under the following conditions:

  • Product is damaged or broken at the time of delivery

  • Wrong product delivered

  • Product is expired or not fit for consumption (especially in non-perishable items)

2.2 Return Window

  • Return requests must be raised within 24 hours of delivery.

  • Raise return requests via the Fresh@ website or by contacting support at +91 89777 68210 or support@freshat.in.

2.3 Non-Returnable Items

  • Perishable items such as fruits, vegetables, dairy, and frozen items are not eligible for return unless damaged or spoiled upon delivery.

  • Opened or used products

  • Items without original packaging or seal (if applicable)

3. Refund Policy

3.1 Refund Modes Refunds will be processed in one of the following ways:

  • Original payment method (UPI, credit/debit card, wallet, etc.)

  • Fresh@ Wallet credit, which can be used for future purchases

3.2 Refund Timeline

  • Refunds to original payment mode: 5–7 business days

  • Refunds to Fresh@ Wallet: within 24 hours of approval

3.3 Partial Refunds In case only some items from your order are missing, defective, or returned, a partial refund will be issued based on the value of the affected item(s).

4. Fresh@ Coins and Refunds

  • If Fresh@ Coins were redeemed in a refunded order, the coins will be restored to your account upon refund approval.

  • Purchases that are refunded will not earn Fresh@ Coins.

  • Any Fresh@ Coins earned from refunded items will be deducted.

5. Contact for Refunds & Cancellations

If you face any issues or need assistance with a cancellation or refund:

Fresh@ Support

whatsapp