At FreshBox, we want you to be completely satisfied with your purchase. If something isn't right, we're here to help.

1. Eligibility for Refunds

You may request a refund under the following circumstances:

• Items received are damaged, spoiled, or expired
• Wrong items delivered
• Missing items from your order
• Quality issues with fresh produce, meat, or dairy
• Order not delivered within the promised time (for perishable items)

2. Refund Request Timeline

For perishable items (meat, dairy, vegetables, fruits), refund requests must be made within 24 hours of delivery. For non-perishable items, requests can be made within 48 hours.

3. How to Request a Refund

1. Go to "My Orders" in the app or website
2. Select the order with the issue
3. Tap "Report Issue" or "Request Refund"
4. Select the affected items and describe the problem
5. Upload photos of damaged/wrong items (required)
6. Submit your request

You can also contact our support team at [email protected] or through live chat.

4. Refund Methods

Refunds will be processed through the original payment method:

5. Partial Refunds

If only some items in your order are affected, you will receive a partial refund for those specific items. Delivery charges are refunded only if the entire order is affected or if the issue was caused by delivery delay.

6. Non-Refundable Items

The following items are generally not eligible for refunds:

• Items consumed or used
• Items without proper packaging
• Issues reported after the eligible time window
• Items on final sale or clearance

7. Replacements

In some cases, we may offer a replacement instead of a refund. This is subject to product availability and your preference. Replacements are delivered at no additional cost.

8. Cancellations

You can cancel your order for a full refund under these conditions:

• Before the order is confirmed by the store (usually within 2-5 minutes)
• Before the rider picks up the order

Once the rider has picked up your order, cancellation may result in a partial refund or no refund, depending on the circumstances.

9. Contact Us

If you have any questions about our refund policy or need assistance with a refund request, please contact us: