Cancellation / Replacement / Refund Policy
CANCELLATION, REPLACEMENT, REFUND POLICY
Order Modification & Cancellation Policy
Owing to the perishable nature of certain Products listed on the platform, those products once ordered by the User cannot be cancelled or their quantities modified except under the following circumstances:
Where the item to be modified or cancelled is a fruit or vegetable product, order modification or cancellation may be requested up to five (5) hours prior to the scheduled delivery time.
Where the item to be modified or cancelled is a pre-packaged product, order modification or cancellation may be requested up to two (2) hours prior to the scheduled delivery timeline.
However, in any such instance, cancellation of an order or product will be at sole discretion of Farmstruck.
Farmstruck will not entertain any request for the cancellation of an order or product(s) at the time of delivery.
Cancellation of an order due to the User’s non-availability at the scheduled time of delivery will result in the levying of cancellation charges on the User, as Farmstruck may deem fit and which may be upto 100% of the value of the cancelled order.
For any cancellation requests and related queries Users may contact customer care through the app or write to us at: firstname.lastname@example.org
Replacement & Refund Policy
If it is reported to us that any Products delivered to User are of deficient quality or are not as per the order placed by the User, we will promptly replace the same, provided that the same is reported to us within a reasonable time with due regard to the nature of the Product and as follows:
If the Product delivered is a meat item, the said deficiency in quality must be reported within a maximum time-frame of 2 hours from the time of delivery; in case of fruits and vegetables, deficiencies must be reported within a period of 8 hours from the time of delivery and in the case of pre-packaged items deficiencies must be reported within a period of 24 hours from the time of delivery.
Undelivered or missing items in an order or wrong item delivered must be intimated to the delivery personnel at the time of taking delivery of the order or must be reported to Farmstruck no later than two (2) hours from the time of taking delivery of the order. In cases where the payment for the order has been collected, the value of the undelivered items will be credited to the Farmstruck wallet/ source account. Where the payment mode is cash on delivery, the value corresponding to the undelivered item(s) will be adjusted in the bill amount payable at the time of delivery.
In case of delivery of a wrong product or item not ordered by the User, the User may be reasonably required to store certain products appropriately, as per their storage instructions, until a suitable replacement or refund for the said product(s) can be arranged.
In any instance where there is a failure to deliver any ordered Product(s) or source replacements for any defective/ deficient Products or an order is cancelled, attributable to Farmstruck (which will be determined at Farmstruck's discretion), Farmstruck will, based on User preference and as the context requires, either offer a similar or comparable product to User, reschedule delivery of the order or where payment has already been collected, refund the value of the undelivered products to User’s Farmstruck Wallet/ source account.
Refunds against cancellation of orders initiated by the User will be processed to their Farmstruck wallet/ source account in accordance with our cancellation policy.