Refund & Cancellation Policy

Eligible for Refund

• Damaged items: Produce that arrives significantly damaged or bruised beyond normal handling
• Missing items: Items that were ordered and paid for but not delivered
• Spoiled produce: Items that are clearly spoiled or past their prime upon delivery
• Wrong items: Items that differ significantly from what was ordered
• Quality issues: Produce that doesn't meet our published freshness standards

NOT Eligible for Refund

• Natural variations in size, shape, or color of produce
• Minor cosmetic imperfections that don't affect quality
• Change of mind after delivery is completed
• Items that spoil after proper delivery due to customer storage
• Delivery delays due to customer unavailability
• Personal preference or taste-related issues

Reporting Process

• Contact customer support immediately upon discovering issues
• Provide photos of damaged or spoiled items when possible
• Include your order number and delivery details
• Describe the specific problem clearly

Before Order Processing

• Orders can be cancelled free of charge if not yet processed
• Processing typically begins within 1-2 hours of order placement
• Cancellations must be requested through the app or customer support
• Full refund will be issued to the original payment method

After Order Processing

• Once produce is selected and packed, cancellation is not possible
• Orders in transit cannot be cancelled
• If delivery cannot be completed, rescheduling options are available
• Emergency cancellations may be considered on a case-by-case basis

How to Request a Refund

1. Contact our customer support team within 24 hours of delivery
2. Provide your order number and describe the issue
3. Submit photos if requested for damaged or spoiled items
4. Our team will review your claim within 24 hours
5. If approved, refund will be processed to your original payment method

Refund Timelines

• Claim review: 24-48 hours
• Refund processing: 5-7 business days
• Credit card refunds: 5-10 business days
• Bank transfer refunds: 3-5 business days

Our Commitment

FruitPack guarantees the freshness and quality of all produce delivered. We hand-select items and maintain proper cold chain storage to ensure you receive the best possible products.

Quality Standards

• All produce is checked for freshness before delivery
• Items are stored at appropriate temperatures
• Damaged or spoiled items are removed before packing
• We provide storage and handling tips in the app