Refund & Cancellation Policy

Our commitment to customer satisfaction and fair refund practices

Last Updated: December 2024

1. Overview

At SANJEEV FRUITS, we are committed to providing high-quality fresh fruits and excellent customer service. This Refund and Cancellation Policy outlines the circumstances under which refunds and cancellations are available, taking into account the perishable nature of our products.

We understand that sometimes orders need to be cancelled or refunded, and we strive to handle such requests fairly and efficiently while maintaining the quality and freshness standards that our customers expect.

2. Order Cancellation

2.1 Cancellation Timeline

  • Before Processing: Orders can be cancelled free of charge before we begin processing
  • During Processing: Cancellation may be possible but may incur processing fees
  • After Dispatch: Cancellation is not possible once the order has been dispatched for delivery

2.2 How to Cancel

To cancel an order, please contact us immediately:

  • Phone: +91 9948596493
  • Email: contact@sanjeevfruits.shop
  • Please provide your order number and reason for cancellation

2.3 Cancellation Fees

  • No fees for cancellations made before processing begins
  • Processing fees may apply for cancellations during processing
  • Delivery charges are non-refundable if the order has been dispatched

3. Refund Eligibility

3.1 Qualifying Circumstances

Refunds will be considered in the following situations:

  • Quality Issues: Fruits that are spoiled, damaged, or do not meet quality standards
  • Wrong Items: Delivery of incorrect items or quantities
  • Service Failure: Failure to deliver within the promised timeframe without prior notice
  • Order Cancellation: Successful cancellation of orders before dispatch
  • Duplicate Orders: Accidental duplicate orders placed by customers

3.2 Non-Refundable Circumstances

Refunds will not be provided in the following cases:

  • Change of mind after delivery (unless within 24 hours and fruits are unopened)
  • Fruits consumed or partially used
  • Fruits stored improperly by the customer
  • Natural variations in fruit appearance, size, or ripeness
  • Orders delivered to incorrect addresses provided by the customer
  • Refusal to accept delivery without valid reason

4. Refund Process

4.1 Reporting Issues

To request a refund, please follow these steps:

  1. Contact Us: Reach out within 24 hours of delivery
  2. Provide Details: Include order number, issue description, and photos if applicable
  3. Investigation: We will investigate the issue within 24-48 hours
  4. Resolution: We will provide appropriate resolution based on our findings

4.2 Refund Timeline

  • Processing Time: 2-5 business days for refund processing
  • Bank Processing: 3-7 business days for bank transfers
  • Credit Card: 5-10 business days for credit card refunds
  • Digital Wallets: 1-3 business days for digital wallet refunds

4.3 Refund Methods

Refunds will be processed using the same payment method used for the original order:

  • Credit/Debit cards
  • Bank transfers
  • Digital wallets (Paytm, PhonePe, etc.)
  • UPI payments

5. Special Considerations for Perishable Goods

5.1 Perishable Nature

Due to the perishable nature of fruits, special considerations apply:

  • Fruits have limited shelf life and must be consumed promptly
  • Quality may vary based on natural ripening processes
  • Proper storage is essential for maintaining freshness
  • We cannot guarantee fruits will remain fresh beyond their natural shelf life

5.2 Quality Standards

Our quality standards include:

  • Fresh, unspoiled fruits at the time of delivery
  • Proper packaging to maintain quality during transport
  • Cold-chain handling for temperature-sensitive fruits
  • Quality inspection before dispatch

6. Replacement Policy

6.1 When Replacements Are Offered

In certain cases, we may offer replacements instead of refunds:

  • Quality issues with specific items in an order
  • Damaged items during delivery
  • Short quantities in bulk orders
  • Customer preference for replacement over refund

6.2 Replacement Process

  • Replacements will be delivered within 24-48 hours
  • No additional charges for replacement delivery
  • Original items must be returned if requested
  • Quality guarantee applies to replacement items

7. Bulk and Wholesale Orders

7.1 Special Terms

Bulk and wholesale orders have specific refund terms:

  • Quality issues must be reported within 12 hours of delivery
  • Partial refunds may be provided for specific items with issues
  • Minimum order quantities may affect refund eligibility
  • Custom orders may have different refund terms

7.2 Corporate Orders

  • Corporate orders may have extended refund timelines
  • Bulk discounts may be adjusted in case of partial refunds
  • Special arrangements may be made for regular customers

8. Customer Responsibilities

8.1 Proper Handling

Customers are responsible for:

  • Proper storage of fruits upon delivery
  • Consuming fruits within their optimal freshness period
  • Reporting quality issues promptly
  • Providing accurate delivery information

8.2 Documentation

  • Keep order confirmations and receipts
  • Take photos of quality issues if applicable
  • Maintain records of communication with our team

9. Dispute Resolution

9.1 Internal Resolution

We are committed to resolving all customer concerns fairly:

  • All refund requests are reviewed by our management team
  • We consider each case individually and fairly
  • Customer satisfaction is our priority
  • We may offer alternative solutions when appropriate

9.2 Escalation Process

If you are not satisfied with our resolution:

  • Contact our customer service manager
  • Provide detailed documentation of the issue
  • We will conduct a thorough review within 48 hours
  • Final decisions will be communicated clearly

10. Contact Information

For refund and cancellation requests, please contact us:

  • Email: contact@sanjeevfruits.shop
  • Phone: +91 9948596493
  • Address: D-97, D-BLOCK, Near Kala Mandir Hall, Mangol Puri, New Delhi, North West Delhi, Delhi, 110083
  • Business Hours: Monday to Saturday: 8:00 AM - 8:00 PM, Sunday: 9:00 AM - 6:00 PM

11. Policy Updates

We reserve the right to update this Refund and Cancellation Policy at any time. Changes will be posted on our website with the updated date. Continued use of our services constitutes acceptance of any modifications.

12. Governing Law

This policy is governed by the laws of India and is subject to the jurisdiction of the courts in New Delhi. Any disputes will be resolved in accordance with Indian consumer protection laws.