You can cancel an order free of charge from My Orders as long as it has not yet been packed/dispatched for delivery. Once an order has been packed or handed to the delivery partner, it cannot be cancelled from the App — please contact support and we will assist on a case-by-case basis, particularly for perishable items already picked for you.
Because fruits, vegetables, dairy and other fresh/perishable items are packed specifically for your order, they cannot be returned simply because you changed your mind. They can be reported for a refund or replacement under Section 3 if there is a genuine quality, quantity or safety issue.
If an item is missing, wrong, damaged, spoiled, or short in weight, please raise a complaint from Help & Support → "Raise a complaint" within 24 hours of delivery, with a photo where possible. Verified issues are resolved by one of the following, at our discretion:
Once a refund is approved: Fresh Wallet credits are applied instantly; refunds to the original payment method (card, UPI, net-banking) are initiated within 2 business days and, per your bank/payment provider's processing time, typically reflect within 5–7 business days; cash-on-delivery refunds are issued as a Fresh Wallet credit unless bank details are provided for a direct transfer.
If we cancel or are unable to fulfil an order (e.g. stock-out, serviceability, pricing error), any amount already paid is fully refunded to your original payment method or Fresh Wallet, at your choice, within the timelines in Section 4.
You can pause or cancel a recurring weekly plan from the Subscriptions screen any time before the next basket is prepared; baskets already prepared/dispatched follow the ordinary order policy above. Fresh Prime membership can be cancelled from Profile → Fresh Prime membership; cancellation stops future renewals but does not refund the current billing period unless required by law.
Use Help & Support inside the App (call, email, WhatsApp or "Raise a complaint"), available on the Help & Support / Contact page. If you are not satisfied with the resolution, you may escalate to our Grievance Officer named in the Privacy Policy, or approach the appropriate consumer forum under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020.