REFUND POLICY
1. OVERVIEW OF REFUND POLICY AND GENERAL PROVISIONS
Hebbevu Fresh is committed to delivering premium organic and farm-fresh products to customers. We understand that sometimes products may not meet expectations due to unforeseen circumstances such as damage, spoilage, or incorrect delivery. To ensure customer satisfaction and maintain high standards of service, Hebbevu Fresh provides a comprehensive refund policy that addresses various scenarios where a refund or replacement may be warranted. Customers must notify us of any discrepancies within 24 hours of delivery to initiate the refund process. Refunds will be processed after verifying the complaint, and the amount will be credited back to the original payment method within 7-10 business days. Our refund policy strictly adheres to relevant provisions of the Information Technology Act, 2000 and other applicable Indian laws governing consumer protection and digital transactions. Illustration: Suppose a customer orders 5 kg of organic tomatoes but receives a batch that is overripe and unfit for consumption. The customer promptly reports the issue with photographic evidence. After reviewing the complaint and verifying the product’s condition, Hebbevu Fresh initiates a refund, ensuring the customer receives the amount back in their original payment account.
2. ELIGIBILITY CRITERIA FOR REFUNDS AND VALID GROUNDS FOR CLAIMS
Refunds are processed only in cases where: The delivered product is defective, damaged, or spoiled at the time of receipt. The product received is significantly different from what was ordered. The order was not delivered within the promised timeline due to logistical errors. Double payment or erroneous billing occurred. Customers must provide verifiable evidence, such as photographs, videos, or detailed descriptions, when requesting a refund. Refund requests for perishable items such as fruits, vegetables, and dairy products will be entertained only if reported within 24 hours of delivery. For non-perishable items such as packaged pulses or oils, refund requests will be processed if the product is returned in its original, unopened, and undamaged condition. Illustration A customer orders a batch of organic mangoes and notices that some of them are rotten upon delivery. If the customer reports this issue immediately with visual evidence, Hebbevu Fresh initiates a refund or replacement. However, if the customer reports the problem after 48 hours, the refund request may be declined due to the perishable nature of the product.
3. CANCELLATION AND REFUND FOR PREPAID AND SUBSCRIPTION ORDERS
Customers may cancel their prepaid or subscription orders before dispatch. If an order is canceled before dispatch, a full refund will be processed. However, once the order is dispatched, cancellation requests are not entertained. For subscription plans offering periodic deliveries of organic products, customers can cancel their subscription at any time. Refunds for canceled subscriptions will be issued on a pro-rata basis for unfulfilled deliveries. Suppose a customer subscribes to Hebbevu Fresh’s monthly vegetable delivery service but decides to cancel after receiving two deliveries. The refund will be issued for the remaining two unfulfilled deliveries, ensuring that the customer only pays for what they have received.
4. REFUNDS FOR TECHNICAL ERRORS AND DUPLICATE PAYMENTS
In cases where customers encounter duplicate charges or erroneous billing, Hebbevu Fresh will verify the payment details and process a refund for the excess amount. Refunds for duplicate payments are typically processed within 5-7 business days after verification. Hebbevu Fresh’s payment partners maintain secure transaction systems to minimize such errors, but customers are encouraged to report any anomalies immediately to expedite the resolution process. Illustration: If a customer accidentally makes two payments while placing an order due to a technical glitch, the customer can report the issue to Hebbevu Fresh. After confirming the duplicate payment, the extra amount will be refunded to the original payment method within the specified time frame.
5. NON-REFUNDABLE AND INELIGIBLE REFUND SCENARIOS
Hebbevu Fresh reserves the right to deny refund requests under the following circumstances: Incorrect or incomplete delivery address provided by the customer. Delay in reporting damaged, defective, or incorrect products beyond the stipulated 24-hour window. Refusal to accept the delivery after multiple failed attempts by the delivery partner. Products that have been consumed or tampered with after delivery. Repeated refund requests without valid grounds, indicating possible abuse of the policy. Illustration: If a customer provides an incorrect delivery address, leading to multiple failed delivery attempts, a refund will not be processed. Similarly, if a customer opens and consumes a part of the product before raising a complaint, they may not be eligible for a refund.
6. REFUND TIMELINE AND MODE OF REFUND
Refunds are initiated once the complaint is verified and approved by Hebbevu Fresh’s quality control team. The refunded amount is credited to the customer’s original payment method within 7-10 business days, depending on the payment gateway and banking institution’s processing time. Customers will be notified of the refund status via email or SMS. For refunds involving Cash on Delivery (COD) orders, Hebbevu Fresh may issue refunds via bank transfer or store credit. Illustration: After confirming that a customer received a damaged product and approving the refund, the amount will be processed and credited back to the customer’s account within 7-10 business days. In the case of COD payments, the customer may be asked to provide their bank details for direct refund processing.
7. RETURN AND PICKUP POLICY FOR REFUND PROCESSING:
In cases where a product needs to be returned for quality inspection before processing the refund, Hebbevu Fresh arranges a pickup service through its logistics partners. Customers are requested to securely pack the product and ensure it is returned in its original condition. Refunds will be initiated only after the returned product undergoes inspection and is found eligible for a refund. Illustration: If a customer receives a defective batch of organic honey and reports the issue within the stipulated time, Hebbevu Fresh may arrange for a pickup to inspect the product before approving the refund.
8. SPECIAL CASES: REFUNDS FOR BULK AND CUSTOMIZED ORDERS
Refund requests for bulk orders or customized organic gift hampers are handled on a case-by-case basis. Since these orders involve larger quantities and may be personalized to meet customer requirements, refunds may be granted only in cases of defects, damage, or quality concerns. For bulk orders, customers must notify Hebbevu Fresh within 12 hours of receipt to initiate the refund process. Illustration: If a corporate client orders 50 customized organic gift baskets for a company event and receives damaged items in some baskets, they can report the issue within 12 hours to be eligible for a partial refund or replacement.
9. ABUSE AND FRAUD PREVENTION IN REFUND PROCESS:
Hebbevu Fresh maintains a strict policy to prevent misuse of its refund policy. Repeated refund requests without valid grounds, false claims of defective products, and attempts to exploit the refund process may result in denial of future refunds, account suspension, or legal action. Illustration: If a customer frequently claims refunds for minor or fabricated issues without sufficient evidence, their account may be flagged, and future orders may be denied or restricted.
10. COMPLIANCE WITH IT ACT AND CONSUMER PROTECTION LAWS:
This Refund Policy is drafted in compliance with the Information Technology Act, 2000, and relevant consumer protection laws to ensure transparency and safeguard customer interests. Hebbevu Fresh abides by all applicable laws regulating e-commerce transactions, returns, and refunds, ensuring fair treatment and legal compliance in all refund-related matters. Illustration: By adhering to Indian legal frameworks and ensuring compliance with IT regulations, Hebbevu Fresh guarantees that customers’ refund requests are handled fairly and in accordance with the law.
