Return and Refund Policy (Updated)

1. Cancellation Charges

A cancellation charge will apply if an order is cancelled or returned in any of the following situations (or a combination thereof):

a) The address provided by the user is incomplete or incorrect
b) The premises are found locked
c) The user is not reachable on phone and/or does not respond to attempts to contact them
d) For COD orders, the customer refuses or is unable to pay the full amount at the time of delivery

2. Refund for COD Orders

Cash payments made at the time of delivery (for COD orders) will be refunded only to the user’s “My Wallet” balance.

3. Order Cancellation or Amendment

Users may cancel or amend an order through My Account → My Orders.
Cancellations or amendments must be made before the order status changes to “Out-for-delivery.”
Once the order is out for delivery, cancellation or modification is no longer possible, as the delivery personnel has already left the warehouse.

4. Situations Where No Cancellation or Refund Is Available

No refund or cancellation will be provided in the following circumstances:

i. The customer has fully consumed the product and no remnants are available to be returned
ii. The user has not followed the appropriate usage, handling, or storage instructions provided on the product packaging, leading to the product’s deterioration

5. Product Returns and Complaints

If the customer notices any deficiency in a product after delivery, they must notify Freshokit via:

  • Email

  • Customer care phone number

  • Raising a complaint under My Account → Orders

Updated Return Window:

All products can be returned within 15 days of delivery, subject to the following conditions:

  • The product must be unused (unless the issue involves quality or defect)

  • The product must be in its original condition

  • Proof of purchase must be available

If you face a situation where you have a valid reason to return product(s) after the 15-day window, please contact us. We will try to resolve your issue satisfactorily.

6. Refund Limit

The refund amount for any order cannot exceed the amount actually received by Freshokit for that order.
Freshokit is not liable for any consequential or indirect loss beyond the amount received.

7. Order Modification (Reiterated)

Users may modify or cancel their order under My Account → Orders, only before the order moves to the “Out-for-delivery” status. After this stage, cancellation or amendment is not possible.