Cancellation and Refund Policy
Clear rules for cancellations, failed payments and refunds.
1. Order Cancellation by Customer
Customers may request cancellation before the order is packed, dispatched or out for delivery. Once an order is packed or out for delivery, cancellation may not be allowed except at the discretion of FreshPe support.
2. Cancellation by FreshPe
FreshPe may cancel an order if the item is unavailable, the delivery address is outside our serviceable area, payment verification fails, customer details are incorrect, or there are operational limitations.
3. Failed Online Payments
If an online payment is debited from the customer but the order is not confirmed, FreshPe will verify the payment status with the payment gateway. Eligible refunds will be processed to the original payment method.
4. Damaged, Wrong or Missing Items
If a customer receives a damaged, wrong or missing item, the customer should contact FreshPe support with order details and product evidence. After verification, FreshPe may provide a replacement, partial refund or full refund depending on the issue.
5. Refund Timeline
Approved refunds for online payments are usually processed within 5 to 7 working days. The actual credit timeline may depend on the customer’s bank, card network or payment provider.
6. Cash on Delivery Orders
For Cash on Delivery orders, refund or adjustment may be handled through replacement, order adjustment or bank transfer depending on the case and FreshPe support verification.
7. Contact for Refunds
For cancellation or refund support, email support@freshpe.in with your order ID and registered phone number.