Refund and Cancellation Policy
Mangoes are perishable and cannot be restocked once packed, so this policy is necessarily tighter than it would be for a non-perishable product. Within that constraint we try to be fair, and we would rather replace fruit than argue about it.
Cancelling an Order
| When you cancel | What happens |
|---|---|
| Before we harvest and pack | Full refund, no deduction |
| After packing, before dispatch | Refund less our actual harvesting and packing cost for that box, which we tell you before you confirm the cancellation |
| After dispatch | Cannot be cancelled — the fruit is in transit and cannot be recovered or resold |
| Cancelled by us (sold out, cannot reach your PIN code, or we decline the order) | Full refund including any delivery charge paid |
To cancel, message us on WhatsApp at +91 88052 79498 with your order details. The time of your message is what counts, not the time we read it.
What We Replace or Refund
We will replace or refund the affected portion of your order in these cases:
- Fruit damaged in transit — significantly bruised, crushed, leaking or rotten on arrival
- Wrong pack or grade sent — you received a different count or grade from what was confirmed
- Short count — fewer mangoes in the box than the pack you paid for
- Consignment lost by the courier, or delivered so late that the fruit is unusable
- Fruit that fails to ripen at all, or ripens sour and unevenly, indicating it was picked immature
What We Cannot Refund
We want to be straightforward about the limits, so there are no unpleasant surprises:
- Cosmetic marks on sound fruit. Farm mangoes have sap marks, freckles and uneven colour. This is what unwaxed, naturally grown fruit looks like — see what real Alphonso actually looks like.
- Fruit that arrived hard and green. This is intentional. Alphonso ships at mature-green stage and ripens at your home over roughly five to eight days.
- Damage caused after delivery — a box left sealed, left in a car or on a hot balcony, refrigerated while unripe, or simply left too long. Our storage guide and ripening guide cover the correct handling.
- Consignments returned because nobody was available at the delivery address, or because the address or phone number given was wrong.
- Claims reported after the reporting window below, or without photographs.
- Differences in taste preference. Sweetness and aroma vary through the season and between orchards. We cannot refund fruit that arrived sound because it was not to your taste.
- Delivery charges, once a consignment has been dispatched, except where the fault is ours.
How to Report a Problem
Do this on the day the box arrives. Mangoes deteriorate quickly, and a claim raised three days later cannot be assessed fairly by either of us.
- Open and unpack the box as soon as it arrives.
- Photograph the affected fruit clearly, in daylight if possible — both the outside and, where relevant, a cut cross-section.
- Photograph the box itself, including any crushing or damage to the carton, and the courier label.
- Message the photographs to +91 88052 79498 with your order date and how many pieces are affected.
- Keep the affected fruit until we have replied, in case we need to ask anything further. Do not discard it before we respond.
Report on the day the box is delivered. We cannot process claims raised later than that, because there is no way to tell transit damage from post-delivery handling once time has passed.
How We Resolve It
- We assess claims as soon as we have your photographs, and come back to you with the outcome within a few working days.
- Where a claim is accepted, you choose between a replacement of the affected pieces with your next dispatch, or a refund for the affected proportion of the order.
- Replacements depend on stock and on the season still being open. Late in the season, a refund may be the only option we can honestly offer.
- We generally do not require damaged fruit to be returned. Returning perishables costs more than it recovers and helps nobody.
Refund Timelines
- Approved refunds are initiated as soon as the claim is agreed.
- UPI and bank transfer: normally credited within a few working days of initiation.
- Card payments: your bank may take longer to reflect the credit. That timeline is set by your bank, not by us.
- Refunds are made to the original payment method. We do not refund to a different account.
- We will send you a confirmation once the refund has been initiated at our end.
Partial Damage in Larger Orders
On long routes, a small number of pieces in a 24 or 48 pack may be affected — this is the nature of shipping a soft fruit across the country without a cold chain. Our practice is to compensate for the affected pieces rather than the whole box, unless the proportion of damage is high enough that the consignment as a whole cannot be considered fit. We would rather set that expectation clearly than have you discover it at the point of a claim.
Your Statutory Rights
Nothing in this policy limits your rights under the Consumer Protection Act, 2019 or the Food Safety and Standards Act, 2006. If we have sent you fruit that is genuinely unfit, this policy does not override your entitlement under law.
If You Are Not Satisfied With Our Response
Write to us through our contact page with "Escalation" in the subject line and your order details. We will review it ourselves before you need to take it anywhere else. We are a small family business and our reputation in this trade is the only real asset we have — it is very much in our interest to settle a fair claim.
Contact
All refund and cancellation matters: +91 88052 79498. Full details on our contact page.