Cancellation & Refund Policy

We want you to be delighted with every order. Because we sell fresh, perishable fruit, the rules below balance fair consumer protection with the realities of food that cannot be restocked. This policy applies to all orders placed on the Hemant Fresh website.

1. Cancelling an order

You may cancel an order free of charge any time before it is dispatched, while its status is “Pending” or “Confirmed”. To cancel, open My Orders and use the Cancel button, or email us your order number. Once an order has been packed and handed to our delivery partner it cannot be cancelled, as the fruit is already in the cold chain.

2. Refund & replacement eligibility

As the goods are perishable, we do not accept change-of-mind returns once delivered. However, you are eligible for a replacement or refund if:

• the order was not delivered or was lost in transit;
• you received the wrong item; or
• the fruit arrived damaged, spoiled or below the quality we promise.

For quality or damage claims, please contact us within 24 hours of delivery with your order number and a clear photo of the item, so we can verify and resolve it quickly. Approved claims are settled as a free replacement on your next delivery or a refund of the affected items — your choice.

3. How and when refunds are made

Once a refund is approved, it is issued to the original payment method:

• Online payments (card / UPI / net banking / wallet) are refunded to the same account or instrument used to pay.
• Cash on Delivery orders are refunded by bank transfer or UPI to the account details you provide.

We initiate approved refunds within 2 business days, and they typically reflect in your account within 5–7 business days, depending on your bank or payment provider.

4. Failed, pending or duplicate online payments

If your payment is debited but your order does not get confirmed (a failed or pending transaction), or if you are charged more than once for the same order (a duplicate charge), you will not be charged for an order you did not receive. In most cases the bank or payment gateway auto-reverses such amounts within 5–7 business days. If it does not, email us your order number and the payment/transaction reference and we will reconcile it with the gateway and refund the full amount to your original payment method.

5. How to reach us about a refund

Email us with your order number and details and we will respond within 1–2 business days.

Hemant Fresh Orchards Pvt. Ltd.
Email: contact@hemantfresh.com