Refunds & Returns Policy

F&W Foods Pvt. Ltd. ("F&W Foods", "Company", "we", "our", or "us") operates retail channels under the FreshTerra brand and other brands. FreshTerra is a retail brand licensed to F&W Foods Pvt. Ltd. by the licensor. This Refunds & Returns Policy ("Policy") governs all purchases made through any channel operated by the Company — online and offline.

This Policy aims to build and maintain customer trust through fair, transparent resolutions, provide operational clarity for store and support teams, and protect the business against misuse and fraudulent claims.

1. Applicability

This Policy applies to all purchases made through:

• •Online Platform — Mobile App
• •Offline Retail Stores — All F&W Foods / FreshTerra physical stores

2. Return Eligibility

a) Eligible Reasons for Return / Refund

• •Damaged or defective product received
• •Incorrect item delivered (wrong product or variant)
• •Quality issues, subject to validation — this includes expired products at the time of delivery or purchase
• •Missing items from the order
• •Late delivery — compensation or credit offered on a case-by-case basis

b) Non-Eligible Scenarios

Returns will NOT be accepted in the following cases:

• •Change of mind after purchase
• •Opened or used perishable items, unless a quality issue is established
• •Purchases without valid proof of purchase (bill / order ID)
• •Minor packaging damage that does not affect product quality
• •Damage caused by improper storage after delivery

3. Return Windows & Process — Online Orders

The following return windows and conditions apply based on product category for orders placed through the App:

a) Fresh & Perishables

Includes: Fruits, Vegetables, Dairy, Bakery, Chilled, Frozen.

• •Return window: Within 24 hours of delivery
• •Proof required: Minimum photos or a video of the issue required as per the App suggestion.

b) Staples & Packaged Goods

Includes: Flour, Pulses, Spices, Snacks, FMCG.

• •Return window: Within 24 hours of delivery
• •Proof required: Minimum photos or a video of the issue required as per the App suggestion.

c) Non-Food Items

Includes: Household Supplies, Kitchenware.

• •Return window: Within 24 hours of delivery
• •Proof required: Item must be unused and in original packaging

4. Return Windows & Process — Offline (In-Store) Orders

The following return windows and conditions apply for purchases made at any F&W Foods / FreshTerra physical store:

a) Fresh & Perishables

Includes: Fruits, Vegetables, Dairy, Bakery, Chilled, Frozen.

• •Return window: Within 24 hours of purchase
• •Return mode: Physical return at store by customer

b) Staples & Packaged Goods

Includes: Flour, Pulses, Spices, Snacks, FMCG.

• •Return window: Within 24 hours of purchase
• •Return mode: Physical return at store by customer

c) Non-Food Items

Includes: Household Supplies, Kitchenware.

• •Return window: Within 24 hours of purchase
• •Return mode: Physical return at store by customer

5. Refund & Replacement Options

Customers would be refunded eligible amount to original payment method.

6. How to Raise a Return Request

a) Online Orders

• •Submit a request via the App within the applicable return window
• •Provide/Select Order ID, product details, and photo or video proof where required
• •Requests would be reviewed and accordingly refunds would be processed within 24 hours.
• •Pickup is initiated upon approval, where applicable.

b) Offline (In-Store) Purchases

• •Visit the store with the original bill and product
• •A Store Associate validates the request and issues a credit note or resolution upon approval by the Assistant Manager or Store Manager

7. Cancellation Policy

a) Before Dispatch

• •Cancellation is permitted at any time before dispatch
• •Refund: 100% refund to original payment method

b) After Dispatch (Before Delivery)

• •Cancellation is not guaranteed once an order has been dispatched
• •If approved, delivery charges will be deducted from the refund
• •No refund will be issued for Fresh & Perishables (Fruits, Vegetables, Dairy, Bakery, Chilled, Frozen) once dispatched other than the reasons mentioned in Section 2(a).

8. Fraud Prevention & Policy Misuse

F&W Foods Pvt. Ltd. reserves the right to:

• •Reject claims that appear suspicious or cannot be substantiated
• •Block accounts with a pattern of repeated or unjustified claims
• •Restrict return eligibility for users identified as high-risk

9. Customer Support

For any return, refund, or quality-related queries, please reach out to:

• •Email: support@freshterra.in

10. Policy Governance

• •This Policy is subject to periodic review and updates
• •The final decision on all return and refund matters rests with F&W Foods Pvt. Ltd.
• •Customers will be notified of material changes via the App, Website, or in-store notices