Refund policy

Last updated: June 04, 2026

FreshEaze ("we", "our", "us") operates as an online marketplace offering food products, healthy snacks, personal care products, wellness products, gift hampers, lifestyle products, and related goods from independent brands and sellers.

Due to the consumable, personal-use, and hygiene-sensitive nature of many products sold through our platform, this Return & Refund Policy has been designed to ensure fairness, safety, and operational efficiency.

By placing an order on our website www.fresheaze.in, you agree to the terms outlined below.

1. Eligibility for Returns

Returns may be accepted only under the following circumstances:

  • Product received is damaged during transit
  • Product received is expired at the time of delivery
  • Incorrect product received
  • Product missing from the order
  • Product received in a visibly tampered condition
  • Product contains a verified manufacturing defect

All return requests must be raised within 7 days of delivery.

Requests submitted after this period may not be eligible for review.

2. Proof Required for Return Requests

  • To investigate and process any return, replacement, or refund request, customers must provide adequate evidence, including:
    • A clear unboxing video recorded from the moment the sealed package is opened
    • Clear photographs showing the issue
    • Product batch details, expiry date, or packaging information where applicable
    • Order ID and purchase details
  • FreshEaze reserves the right to reject any claim where sufficient supporting evidence is not provided.

3. Non-Returnable Products

The following products are generally not eligible for return, replacement, or refund unless they are expired, damaged during transit, defective, or incorrectly delivered:

  • Opened food products, beverages, skincare products, personal care products, wellness supplements, powders or nutritional products, or more.
  • Consumed food products, beverages and more.
  • Products damaged after delivery
  • Products without original packaging
  • Products showing signs of use or tampering

These restrictions are necessary due to hygiene, food safety, and quality-control requirements.

4. Change of Mind Returns

Change-of-mind returns are not accepted.

FreshEaze does not accept returns or refunds for change of mind, taste preferences, personal preferences, ordering by mistake, or product no longer required.

In exceptional cases involving escalated situations, FreshEaze may review such requests on a case-by-case basis. Any resolution offered in such cases shall be at the sole discretion of FreshEaze and may include:

  • No refund
  • Partial refund
  • Store credit or coupon code

Return shipping costs in such cases shall be borne by the customer, unless otherwise decided by FreshEaze.

5. Return Shipping

  • If the return is approved due to an error on our part, FreshEaze will bear the return shipping cost.
  • If the return is approved for any other reason, the customer may be required to bear the shipping cost.

6. Refunds

  • Approved refunds may be processed through:
    • Original payment method
    • Store credit or Coupon code
    • Partial refund
  • The refund method shall be determined by FreshEaze based on the circumstances of the case.
  • Approved refunds are typically processed within 7–10 working days from the date of approval.
  • Banks, payment gateways, and financial institutions may require additional time to reflect the refunded amount.

7. Order Cancellations

  • Orders may be cancelled any time before dispatch.
  • Orders cannot be cancelled once they have been packed or shipped.
  • FreshEaze reserves the right to refuse cancellation requests for orders that have already entered the fulfilment process.

8. Return To Origin (RTO) & Failed Deliveries

  • The shipment may be classified as Return To Origin (RTO) if an order is returned due to:
    • Customer unavailability
    • Incorrect shipping address or contact information
    • Failure to respond to courier communications
    • Refusal to accept delivery
    • Failure to receive the shipment after multiple delivery attempts
  • In such cases, FreshEaze reserves the right to:
    • Arrange re-dispatch upon payment of additional shipping charges
    • Deduct shipping, return shipping, packaging, payment gateway, handling, and operational costs from any eligible refund
    • Issue store credit instead of a monetary refund
    • Decline refund requests where substantial costs have been incurred
  • All RTO-related decisions shall be made by FreshEaze on a case-by-case basis.

9. Multi-Vendor Orders

  • FreshEaze operates as a multi-vendor marketplace.
  • Products within a single order may be fulfilled by different sellers and may arrive separately.
  • Refunds, replacements, or return approvals may therefore be processed individually for affected products rather than the entire order.

10. Gift Hampers and Custom Orders

  • Customised, curated, festive, corporate, gifting, made-to-order, and bulk orders are generally non-refundable and non-cancellable once confirmed.
  • Once procurement, customization, packaging, branding, or fulfillment activities have commenced, cancellations, returns, and refunds may not be permitted.

11. Fraud Prevention

  • FreshEaze reserves the right to investigate suspicious claims, unusual return patterns, repeated refund requests, or fraudulent activity.
  • Claims determined to be false, misleading, abusive, or unsupported by evidence may be rejected.
  • FreshEaze further reserves the right to suspend future purchases or restrict platform access in cases of abuse.

12. LIMITATION OF LIABILITY

FreshEaze acts as a marketplace connecting customers with independent brands and sellers.

To the maximum extent permitted by applicable law, FreshEaze's liability in relation to any refund, return, replacement, or product-related dispute shall not exceed the amount paid by the customer for the affected product(s).

13. Contact Information

For return or refund-related queries, please contact:

Support Email: info@fresheaze.in
Business Name: FreshEaze Tech Innovations Pvt Ltd

Please include your order ID and supporting proof in your communication.

14. Governing Law and Jurisdiction

This policy shall be governed by and construed in accordance with the laws of India.
All disputes arising out of or in connection with this policy shall be subject to the exclusive jurisdiction of the courts of Bangalore, Karnataka.

15. Policy Amendments

FreshEaze reserves the right to modify this policy at any time without prior notice. Any changes will be effective immediately upon being published on the website.