At FruitBasket, customer satisfaction and product quality are among our highest priorities. This Refund and Return Policy outlines the terms and conditions governing cancellations, refunds, returns, and payment procedures to ensure transparency, fairness, and efficient transaction management for both customers and administrators.
1. Pre-Order Down Payment Requirement
To confirm and secure all fruit pre-orders, customers are required to provide a non-refundable 50% down payment upon checkout or order confirmation. This policy is implemented to:
- Reserve product availability
- Prevent fraudulent or abandoned orders
- Support inventory preparation and logistics scheduling
- Ensure commitment between the customer and the seller
Orders will only be processed once the required down payment has been successfully verified.
2. Order Cancellation Policy
Customers may request cancellation of their pre-order under the following conditions:
- Cancellation requests made before order preparation may be reviewed for partial refund eligibility.
- Once the order has been prepared, packed, scheduled for delivery, or marked for pickup, cancellations may no longer qualify for refunds.
The 50% down payment is generally considered non-refundable, as it covers operational costs, inventory reservation, and preparation expenses associated with the pre-order process.
3. Refund Eligibility
Refunds may only be approved under the following circumstances:
- Incorrect product delivered
- Damaged or spoiled fruit upon delivery
- Incomplete order fulfillment
- Proven payment duplication or system error
- Unavailable products due to stock limitations initiated by the seller
Approved refunds will be processed using the original payment method whenever possible.
4. Return Conditions
Due to the perishable nature of fruits and agricultural products, returns are subject to strict quality verification procedures. Customers requesting a return must:
- Report the issue within 24 hours of receiving the order
- Provide clear photo evidence of the product condition
- Ensure that products have not been excessively consumed, altered, or mishandled
Products that fail to meet return verification standards may not qualify for replacement or refund.
5. Non-Refundable Situations
Refunds and returns will not be granted in the following situations:
- Change of mind after order confirmation
- Failure to claim pickup orders on the agreed schedule
- Incorrect customer-provided delivery information
- Minor natural variations in fruit appearance, size, or color
- Delays caused by unforeseen circumstances such as weather conditions, transportation interruptions, or force majeure events
6. Replacement Policy
Where applicable, approved concerns may qualify for:
- Product replacement
- Partial refund
- Full refund depending on the severity of the issue and management assessment
The company reserves the right to evaluate all claims before approval.
7. Processing Time
Refund requests may require 3–7 business days for verification and processing depending on the payment provider and transaction method used.
8. Policy Acceptance
By placing an order through our website, customers acknowledge that they have read, understood, and agreed to this Refund and Return Policy, including the mandatory 50% down payment requirement for all pre-orders.
9. Contact Information
For refund concerns, return requests, or payment-related inquiries, customers may contact us through the official contact details provided on our website.