Refund and Return Policy
Effective Date: August 5, 2025 | Last Updated: August 5, 2025
🌟 Our Freshness Guarantee
We guarantee 100% satisfaction with every order!
If you’re not completely satisfied with the quality, freshness, or condition of your organic produce, we’ll make it right with a full refund, replacement, or store credit.
1. Overview
At Firivo.com, we understand that fresh, organic produce is perishable and requires special handling. Our refund and return policy is designed to ensure you receive the highest quality products while accounting for the unique nature of fresh food delivery.
Important Note: Due to food safety regulations and the perishable nature of organic produce, we cannot accept physical returns of delivered items. All refunds and replacements are processed based on photo evidence and quality assessments.
2. Eligibility for Refunds and Replacements
2.1 Qualified Issues
| Issue Type | Description | Resolution | Reporting Time |
|---|---|---|---|
| Quality Issues | Spoiled, damaged, or poor quality produce | Full refund or replacement | Within 24 hours |
| Wrong Items | Incorrect products delivered | Full refund + correct items | Within 24 hours |
| Missing Items | Items paid for but not delivered | Refund or redelivery | Within 24 hours |
| Late Delivery | Delivery beyond promised timeframe | Partial refund or credit | Within 48 hours |
| No Delivery | Order not delivered at all | Full refund | Within 48 hours |
| Packaging Issues | Damaged or contaminated packaging | Replacement or refund | Within 24 hours |
2.2 Non-Eligible Issues
- Natural variations in organic produce appearance (color, size, shape)
- Issues reported after 24-48 hours of delivery
- Damage caused by improper storage after delivery
- Change of mind or preference after delivery
- Issues with items consumed before reporting problems
- Unavailability of specific varieties (we offer substitutions)
3. Refund and Replacement Process
1 Report Issue
Contact us within 24 hours with photos
2 Assessment
Our team reviews your complaint
3 Resolution
Refund, replacement, or credit issued
4. Follow-up
Confirmation and feedback collection
📱 How to Report an Issue
- Take Clear Photos: Capture the affected items from multiple angles
- Contact Us Immediately: Use app, website, phone, or email
- Provide Order Details: Order number, delivery date, specific items
- Describe the Issue: Be specific about the quality problem
- Upload Evidence: Submit photos through our platform
4. Types of Resolutions
4.1 Full Refund
- Complete reimbursement of item cost and applicable taxes
- Processed to original payment method within 3-5 business days
- Includes delivery charges if entire order is affected
- Available for major quality issues or non-delivery
4.2 Partial Refund
- Proportional refund for affected items only
- Applied when part of order meets quality standards
- May include service credits for inconvenience
- Used for minor quality issues or delayed delivery
4.3 Replacement Items
- Fresh replacement of affected products
- Delivered with next available slot or expedited delivery
- No additional charges for replacement delivery
- Alternative products offered if originals unavailable
4.4 Store Credit
- Credit applied to your Firivo account
- Includes bonus credit for inconvenience (typically 10-20% extra)
- No expiration date on credits
- Can be combined with other payment methods
5. Special Circumstances
5.1 Weather-Related Issues
Extreme Weather Policy: During severe weather conditions (storms, floods, extreme heat), delivery times may be extended to ensure product quality and delivery safety. We offer full refunds if delays exceed 24 hours.
5.2 Seasonal Variations
- Organic produce appearance varies naturally by season
- We provide seasonal guides to set proper expectations
- Substitutions offered when seasonal items are unavailable
- Advanced notice provided for seasonal transition periods
5.3 Supply Chain Disruptions
- Full refunds for cancelled orders due to supply issues
- Alternative product suggestions with price adjustments
- Priority notification for restocked items
- Extended return window during supply disruptions
6. Refund Processing Times
| Payment Method | Processing Time | Additional Notes |
|---|---|---|
| Credit/Debit Cards | 3-5 business days | May take additional time based on bank processing |
| Digital Wallets | 1-3 business days | Usually faster processing |
| Net Banking | 2-4 business days | Depends on bank’s processing schedule |
| Store Credit | Immediate | Applied to account instantly |
| Cash on Delivery | 5-7 business days | Refunded via bank transfer |
7. Quality Assurance Measures
🎯 Our Quality Commitment
- Source Verification: Direct partnerships with certified organic farmers
- Cold Chain Management: Temperature-controlled storage and transport
- Quality Checks: Multiple inspection points before delivery
- Packaging Standards: Eco-friendly, protective packaging materials
- Delivery Training: Specialized training for delivery personnel
8. Subscription Order Refunds
8.1 Weekly/Monthly Subscriptions
- Individual delivery refunds processed normally
- Subscription can be paused after quality issues
- Full subscription refunds for repeated quality problems
- Customization options to avoid problem items
8.2 Subscription Cancellation
- Cancel anytime before next scheduled delivery
- Prorated refunds for unused subscription periods
- Processing fee may apply for early cancellation
- Pause option available instead of full cancellation
9. Bulk and Corporate Orders
- Special refund terms for orders over ₹5,000
- Dedicated customer success manager for resolution
- Expedited replacement process for business customers
- Volume-based credit adjustments available
10. Dispute Resolution
10.1 Internal Resolution
- Customer service team (first level)
- Quality assurance manager (second level)
- Customer experience director (final internal level)
10.2 External Resolution
- Consumer protection agencies
- Online dispute resolution platforms
- Local consumer courts
- Independent arbitration services
11. Fraudulent Claims
Anti-Fraud Measures: We monitor refund patterns and may investigate suspicious claims. Fraudulent refund requests may result in account suspension and legal action. We use photo analysis and delivery confirmations to verify legitimate claims.
12. Contact Information for Refunds
📞 Refund Support
Email: help@firivo.com
Average Response Time: 1 day during business hours
13. Policy Updates
This Refund and Return Policy may be updated to reflect changes in our service, legal requirements, or to improve customer experience. We will notify customers of significant changes through:
- Email notifications to registered users
- In-app notifications
- Prominent website notices
- 30-day advance notice for major changes
Your Satisfaction is Our Priority! We’re committed to delivering the freshest organic produce and exceptional customer service. If you ever have concerns about your order, don’t hesitate to reach out. Our dedicated team is here to ensure every Firivo experience exceeds your expectations.