At Fruitnest Hub, your satisfaction is our priority. We are committed to delivering fresh, high-quality food products with every order. However, we understand that there may be instances where you’re not completely satisfied due to unforeseen circumstances. This Return & Refund Policy outlines the terms and conditions under which returns, exchanges, or refunds may be requested.
1. General Policy
Due to the perishable nature of our food items, we do not accept returns for reasons such as change of mind, incorrect orders placed by the customer, or failure to receive the delivery on the scheduled date. However, if there is an issue with your order due to damage, spoilage, missing items, or incorrect products sent, we are happy to help you resolve it swiftly.
2. Eligibility for Return, Exchange or Refund
You may be eligible for a return, refund, or exchange in the following situations:
- Product arrived damaged, spoiled, or visibly defective upon delivery.
- Incorrect item(s) sent (e.g. wrong product, size, or quantity).
- Missing item(s) from your order that were confirmed in the order invoice.
- Items that were past the expiry date at the time of delivery.
3. Conditions for Claims
To ensure prompt and fair resolution, please adhere to the following conditions:
- Timeframe: All claims must be made within 24 hours of receiving your order.
- Proof required: Clear photographs of the product(s), packaging, and invoice must be provided to support your claim.
- Storage responsibility: Once delivered, all products must be immediately stored in appropriate conditions (refrigerated or frozen where necessary). Failure to do so may void your eligibility for a refund or exchange.
- Opened or consumed items: Products that have been opened, tampered with, or partially consumed may not be eligible unless there is a proven issue with the product quality or safety.
4. Refund & Exchange Options
Once we review and verify your claim, we will notify you of the outcome. If your claim is approved, you may choose one of the following resolutions:
- Full or partial refund to your original payment method.
- Store credit for use on your next purchase.
- Replacement or exchange of the affected item(s), subject to availability and delivery scheduling.
Refunds typically take 3–7 working days to be processed depending on your bank or payment provider.
5. Non-Returnable / Non-Refundable Items
The following scenarios do not qualify for a return or refund:
- You provided an incorrect delivery address or failed to receive the parcel on time.
- Change of mind after the order has been processed or shipped.
- Late notifications of product issues beyond 24 hours from the delivery time.
- Products not stored properly after receipt (e.g., perishable items left unrefrigerated).
6. Cancellations
We do not accept cancellations once the order has been confirmed and is in processing or transit, especially for fresh or frozen products. If you need to cancel, please contact us immediately and we will do our best to assist depending on the order status.
7. How to Submit a Return or Refund Request
To initiate a return, refund, or product issue report, please contact us through one of the following channels:
📧 Email:
Please provide:
- Your order number
- Date of delivery
- Description of the issue
- Photos of the affected item(s)
8. Final Notes
We reserve the right to approve or deny any return or refund request at our sole discretion, based on the validity of the claim and adherence to this policy. We also reserve the right to amend this policy from time to time to reflect changes in our operations or regulations.
Your understanding and cooperation help us maintain the highest standards of freshness and service. Thank you for shopping with Fruitnest Hub!