Refund & Return Policy
Our commitment to customer satisfaction
Introduction
At CultFresh, customer satisfaction is our top priority. We understand that sometimes a product may not meet your expectations or may be damaged during delivery. This Refund and Return Policy outlines the guidelines for returning products and requesting refunds.
By placing an order with CultFresh, you agree to the terms of this policy.
Return Eligibility
You may return products purchased from CultFresh under the following circumstances:
- Products that are damaged or defective upon delivery
- Products that are significantly different from what was ordered
- Products that are past their expiration date or not fresh
- Products incorrectly delivered (wrong items)
Our Freshness Guarantee
If you're not satisfied with the freshness of any product, we'll replace it or refund you, no questions asked.
Return Process
To initiate a return and request a refund, please follow these steps:
- Contact our customer service team within 24 hours of receiving your order by:
- Calling our customer service hotline at +91 44 87654321
- Sending an email to returns@cultfresh.com
- Using the "Report Issue" feature in our mobile app
- Provide your order number, details of the products you wish to return, and the reason for the return.
- Our customer service representative will guide you through the return process. In most cases, we will:
- Arrange for a pickup of the products (if applicable)
- Schedule a replacement delivery
- Process your refund
For perishable items, we may ask you to provide photos of the products to verify the condition, rather than requiring a physical return.
Refund Process
Once your return is approved, we will process your refund as follows:
- For credit/debit card payments: Refunds will be issued to the original payment method within 5-7 business days.
- For payments through e-wallets: Refunds will be processed within 1-3 business days.
- For Cash on Delivery (COD) orders: Refunds will be processed via store credit or direct bank transfer within 7-10 business days.
Please note that the time it takes for the refund to appear in your account depends on your payment provider's processing times, which are beyond our control.
Non-Returnable Items
Due to health and safety reasons, certain items cannot be returned once delivered, unless they were delivered in a damaged or defective condition:
- Cut or prepared fresh produce
- Items that have been opened or partially consumed
- Personal care products with broken seals
Cancellation Policy
You may cancel your order at no cost under the following circumstances:
- Before the order enters the "Processing" stage (usually within 1 hour of placing the order)
- If there is a significant delay in delivery beyond the promised delivery window
To cancel an order, please contact our customer service team immediately through any of the channels mentioned in the Return Process section.
Contact Us
If you have any questions about our Refund and Return Policy, please contact us:
- By email: returns@cultfresh.com
- By phone: +91 44 87654321
- Through our mobile app: Help Center > Returns & Refunds
Last updated: May 10, 2025