Effective Date: January 1, 2024.

SHIPPING OPTIONS:

Farm Fresco offers various shipping options depending on the customer’s location and preference. These options may include:

• Delivery through partnered services: We partner with reliable delivery services to ensure efficient and timely delivery. Available options will be displayed at checkout.
• Self-pickup: Customers can choose to pick up their orders directly from various grocery stores that feature our product.

Shipping Costs:

The shipping cost for each order will be calculated and displayed at checkout based on:

• Delivery distance: Further distances may incur higher shipping costs.
• Chosen delivery method: Express delivery options may have additional charges.
• Order size: larger orders may have higher shipping costs due to weight or packaging requirements.

Delivery Timeframes:

Estimated delivery times will be displayed at checkout and are based on:

• Customer location: Deliveries to farther locations may take longer.
• Your product will be delivered in a minimum of 3 days to 8 days
• Chosen delivery method: Express delivery options offer faster delivery times.
• Kitchen preparation time: Order preparation time will be factored into the estimated delivery timeframe.

Real-time Tracking:

Customers will receive real-time tracking information via web app or SMS once their order is dispatched. This information will allow them to track the progress of their delivery and estimate the arrival time.

Delivery Responsibilities:

Farm Fresco is responsible for ensuring orders are properly packaged and delivered to the correct address within the estimated timeframe. Delivery partners are responsible for safe and timely delivery.

Unforeseen Delays:

Farm Fresco will inform customers of any unforeseen delays impacting their order. These delays may occur due to:

• Extreme weather conditions: Adverse weather conditions may affect delivery times.
• High order volume: Peak periods with high order volume may cause slight delays.
• Delivery partner issues: Unforeseen occurrences with the chosen delivery partner may affect delivery times.

Incorrect or Missing Orders:

Customers should notify Farm Fresco customer support immediately if:

• The delivered order is incorrect or incomplete.
• The order does not arrive within the estimated timeframe.

Farm Fresco will investigate the issue and take necessary actions to resolve it promptly. This may include:

• Resending the missing or incorrect items.
• Issuing a full or partial refund.

CANCELLATIONS:

Customers can cancel orders before they are confirmed. Once an order is confirmed, cancellation is only possible if the package has not been handed over to our delivery partner.

​​​​​​​RETURNS:

• Eligible returns:
  • Food safety or quality concerns: In case of spoiled food, or any other hygiene/quality issue, customers can return the order for a full refund.
  • Incorrect or missing items: If the delivered order is missing items or contains incorrect items not matching the order confirmation, customers can return the incorrect/missing items for a full refund or replacement.
• Return timeframe: Customers can initiate a return within a day of receiving the order.
• Return process:
  • Customers should contact Farm Fresco customer support through the website.
  • Provide photos or videos of the issue (food quality, damaged packaging, etc.).
  • Please follow the instructions provided by the customer support team for returning the items.
• Refund processing:
  • Once the return is approved, refunds will be processed within 7-10 business days to the original payment method.

Additional considerations:

• Non-returnable items: Customized orders, or perishable items with short shelf lives are non-returnable.
• Partial refunds: Consider offering partial refunds for minor issues like incorrect sauces or toppings instead of full returns.

REFUNDS:

Customers are eligible for a full refund (excluding any applicable cancellation fees) under the following circumstances:

• The order is canceled before confirmation.
• The order has not been delivered within the communicated delivery timeframe due to Farm Fresco’s error.
• The customer experiences food safety or quality concerns upon receiving the order.

Refund Processing:

Refunds will be processed within 7-10 business days of the cancellation or refund request being approved. Refunds will be issued to the original payment method used for the purchase.

Conditions not eligible for refunds:

Refunds will not be issued for the following reasons:

• Customer changes their mind after the order is confirmed.
• The customer provided an incorrect delivery address.
• The customer is unavailable to receive the delivery.
• The customer orders an incorrect item.
• The customer is dissatisfied with the taste or preference of the food.

Dispute Resolution:

Any disputes regarding cancellations or refunds should be addressed to Farm Fresco’s customer support team at ask@farmfres.co

This Shipping, Cancelation, and Refund Policy strictly adhere to the Consumer Protection (E-Commerce) Rules, 2020, ensuring transparency and fairness in online transactions.

Additional Information:

• Farm Fresco reserves the right to modify this cancellation and Refund Policy at any time without prior notice.
• The latest version of this policy will always be available on the Farm Fresco website.