Refund Policy for Freshie Farm E-Commerce
At Freshie Farm, we strive to ensure customer satisfaction with our premium agricultural products, including beef, mangoes, jaggery, dragon fruit, and other farm-fresh goods. We understand that there may be instances where a refund is necessary. This Refund Policy outlines the conditions under which refunds may be requested and processed for purchases made through our e-commerce platform (shop.freshie.farm).
1. Eligibility for Refunds
Refunds may be requested under the following circumstances:
- Non-Delivery: The product was not delivered by the estimated delivery date provided at the time of purchase.
- Damaged or Defective Products: The product received is damaged, spoiled, or does not meet the quality standards advertised (e.g., unfit for consumption).
- Incorrect Order: The delivered product does not match the item ordered (e.g., wrong type or quantity).
- Event-Specific Purchases: For Qurbani Eid cattle purchases, if the animal does not meet the health or weight specifications promised at the time of purchase.
Refunds are not eligible for:
- Change of mind or customer preference after delivery of perishable goods.
- Products that have been consumed, partially used, or improperly stored by the customer.
- Failure to pick up or receive the delivery at the agreed time/location without prior notification.
2. Refund Request Process
To request a refund, please follow these steps:
-
Contact Us: Reach out to our customer support team within 3 days of delivery (or the estimated delivery date for non-delivery cases) via:
- Email: [email protected]
- Phone: 01810-470000
- Corporate Office: House No. 34, Road No. 3, Block B, Banasree, Dhaka, Bangladesh
- Provide Details: Include your order number, a description of the issue, and any supporting evidence (e.g., photos of damaged products).
- Product Return (if applicable): For damaged or incorrect items, we may request the return of the product in its original packaging. Return shipping instructions will be provided.
We will review your request and respond within 5 business days. If approved, the refund will be processed within 10 business days to the original payment method.
3. Refund Conditions for Specific Products
Perishable Goods (e.g., Beef, Mangoes, Dragon Fruit):
- Refunds for perishable items are only issued if the product is reported as damaged, spoiled, or incorrect within 24 hours of delivery.
- Customers must provide photographic evidence of the issue.
Qurbani Eid Cattle:
- If the cattle do not meet the agreed-upon specifications (e.g., weight, health), customers must notify us within 24 hours of delivery or before the animal is processed.
- A replacement animal may be offered instead of a refund, subject to availability.
Non-Perishable Goods (e.g., Jaggery):
- Refunds for non-perishable items are eligible within 7 days of delivery if the product is unopened and in its original condition.
4. Delivery Issues
- Delayed Delivery: If a product is delayed beyond the estimated delivery date, customers may request a refund, provided the delay is not due to incorrect delivery information provided by the customer.
- Failed Delivery: If delivery fails due to an error by Freshie Farm (e.g., wrong address entered by us), a full refund or replacement will be offered. If the failure is due to the customer (e.g., no one available to receive the order), additional delivery fees may apply for re-delivery.
5. Refund Method
- Refunds will be issued to the original payment method used during the purchase.
- For cash-on-delivery orders, refunds will be processed via bank transfer or mobile payment to an account specified by the customer.
- Partial refunds may be issued in cases where only part of the order is eligible (e.g., one item in a multi-item order is defective).
6. Contact Us
For any questions or assistance with refunds, please contact our customer support team:
Email: [email protected]
Phone: 01810-470000
Address: Freshie Farm Corporate Office, House No. 34, Road No. 3, Block B, Banasree, Dhaka, Bangladesh
Business Hours: Saturday–Thursday, 10:00 AM–6:00 PM (Closed on Fridays and Saturdays)
7. Policy Updates
Freshie Farm reserves the right to update this Refund Policy at any time. The most current version will be available on our website (shop.freshie.farm). Any changes will take effect immediately upon posting.
Thank you for choosing Freshie Farm. We value your trust and are committed to providing you with the highest quality farm-fresh products.