Fresh Mart Return & Refund Policy

Effective Date: 03 dec, 2025

At Fresh Mart, we are committed to delivering fresh, high-quality products from trusted sellers. Due to the nature of perishable goods, we have established the following return and refund guidelines to ensure both customer satisfaction and food safety:

1. Order Acceptance & Delivery

• Orders are carefully prepared and packed by our sellers to ensure maximum freshness and hygiene.
• Customers should inspect the products immediately upon delivery.

2. Cancellation Policy

• Customers may cancel their order before delivery confirmation.
• Once the order has been delivered and received by the customer, it cannot be returned due to hygiene and safety reasons.
• Cancellation requests must be submitted via the Fresh Mart platform or app.

3. Refund Eligibility

Refunds are considered only in the following situations:

1. Wrong Product Delivered: If the product delivered does not match the order placed.
2. Damaged or Spoiled Items Upon Delivery: If the product is visibly damaged, spoiled, or unsafe for consumption at the time of delivery.
3. Seller Errors: Any error caused by the seller, such as missing items or incorrect quantity.

Important: Refunds will not be accepted for fresh food once it has been received and accepted by the customer. This is to maintain hygiene and freshness standards.

4. How to Request a Refund

• Customers must report the issue within 24 hours of receiving the order.
• Submit a request via the Fresh Mart website or mobile app, providing:
• Order number
• Photos of the damaged/spoiled product
• Description of the issue
• Our support team will review the request and coordinate with the seller.

5. Refund Process

• Approved refunds will be processed within 3-5 business days to the original payment method.
• In some cases, replacement of the product may be offered instead of a refund.

6. Seller Responsibilities

• Sellers must ensure products are fresh, properly packed, and delivered on time.
• Sellers are responsible for addressing valid complaints regarding wrong or damaged items.

7. Hygiene & Safety Disclaimer

• To ensure food safety and quality, Fresh Mart cannot accept returns for products once they have been delivered and opened.
• Customers are encouraged to inspect their order immediately upon delivery.