REFUND AND REPLACEMENT POLICY OF NEOFRESH

Effective Date: 08 December 2025
Official Email for Communication: contact@neofresh.life
Official Support Number: 0906040446

This Refund and Replacement Policy applies to all purchases made from NeoFresh whether through direct delivery, website order, telephone order or through any other communication channel authorised by Farmnova Dairytech Private Limited.

NeoFresh sells fresh produce sourced from local farmers, regional mandis and verified suppliers. Since produce is naturally perishable, refund and replacement handling follows specific timelines, and must be initiated under clear conditions that ensure fairness to customers and fairness to the ecosystem of farmers, delivery personnel and supply chain operators.

This policy forms binding terms when customer accepts delivery or interacts with service team.

1. WHERE THIS POLICY APPLIES

This Refund and Replacement Policy applies when any of the following situations occur:

• Goods supplied appear damaged at time of delivery
• Goods supplied are not matching quantity billed
• Goods supplied are visibly spoiled
• Delivery was not attempted within accepted time slot
• Goods were not handed over due to supplier shortage

This policy does not apply when deterioration happened after delivery due to improper storage at customer location.

2. CUSTOMER RESPONSIBILITY AT DELIVERY TIME

Refund and replacement evaluation is valid only when customer inspects products at handover moment. Customer is expected to:

• Check the visible quality
• Confirm quantity
• Verify that ordered items match delivered items
• Point out defect to delivery representative immediately

If customer fails to check during delivery and raises issue after delay, NeoFresh cannot determine whether problem existed at handover or occurred thereafter. Therefore inspection at handover is mandatory.

Customer agrees that inspection is part of delivery process.

3. CONDITIONS FOR VALID REFUND OR REPLACEMENT

Refund or replacement will be approved in any of these cases:

A. When product is visibly damaged

For example crushed fruit, broken vegetable, fungus development, decay clearly observable.

B. When product quantity supplied is less than billed

For weighted produce minor natural variation is acceptable, but significant shortage is not.

C. When wrong item is supplied

Replacement or refund will apply immediately.

D. When product quality is inappropriate for consumption

Based on visible evidence at delivery.

E. When NeoFresh cancels due to non availability

Automatic refund will apply for undelivered items.

Refund or replacement is not granted when complaint arises without real time evidence.

4. PROCESS OF REPORTING ISSUE

To initiate refund or replacement, customer must report by any of the following:

• Inform delivery representative directly
• Send message within short time window
• Call or write to support number or email

All communication must indicate:

• Order identification
• Item in dispute
• Reason for rejection

Timing matters. NeoFresh expects complaint within handover moment.

Once complaint is logged, NeoFresh records it in system with timestamp.

5. HOW REPLACEMENT IS EXECUTED

Replacement is provided either:

• In next delivery slot
• Through nearest store aligned with customer area
• By same delivery representative if route still active

Replacement depends on availability. Fresh produce arrives in daily cycles; therefore same item may not be available immediately.

If replacement is not possible because supply is exhausted, refund will be processed automatically.

6. HOW REFUND IS PROCESSED

Refund is processed as follows:

• For digital payment: amount is reversed to same payment source
• For cash payment: amount is returned either in cash or adjusted in next bill

Refund acknowledgment is provided.

Refund is visible on invoice history or as separate entry.

Refund may require formal confirmation to ensure data correctness.

7. REFUND VALUE CALCULATION

Refund for weighted goods is calculated based on final invoice weight, not estimated weight at ordering time.

For example if customer ordered produce listed as approximate and received actual billed weight lower than correct quality level, refund will reflect actual billing.

Refund value includes tax when applicable.

Refund does not include special occasion discount, offer value or goodwill benefit beyond actual item value.

8. INCIDENT THAT DOES NOT QUALIFY FOR REFUND

Refund cannot be approved in the following cases:

• Goods deteriorated after acceptance
• Goods stored improperly by customer
• Goods changed taste due to air exposure
• Customer used partial quantity and returned remaining
• Goods were consumed or cut before complaint
• Customer raises complaint next day or after long gap

Fresh produce can deteriorate naturally if not stored properly. NeoFresh is not responsible after handover completion.

9. MULTIPLE DISPUTE PATTERN

Account review becomes necessary when:

• Customer raises repeated complaints on items accepted at delivery
• Customer states contradictory reasons over time
• Customer repeatedly rejects delivery even when items are fresh
• Customer requests refund for personal choice, not actual defect

NeoFresh may restrict service to ensure fairness.

Record of earlier disputes will be reviewed before deciding next replacement.

10. NON DELIVERY SITUATION

If no delivery attempt was made within delivery window due to unforeseen cause, NeoFresh shall refund full value of undelivered items.

If delivery was attempted but customer was unreachable, handover at gate is treated valid if authorised.

If entry was denied by building management and customer had not provided alternate handover instructions, refund eligibility reduces.

11. SERVICE BEHAVIOUR AND SAFETY CLAUSE

NeoFresh expects customers to raise complaints respectfully. NeoFresh has women directors and staff whose dignity is important. If complaint is abusive, threatening or insulting, service access may be suspended.

Refund decisions are based on documentary record, not pressure or verbal escalation.

12. RECORD KEEPING CLAUSE

Refund record remains part of account history. NeoFresh maintains:

• Timestamp of report
• Photo or observation when provided
• Replacement decision
• Refund posting status

Record cannot be removed later because such removal changes factual history.

Record protects both parties.

13. GOVERNING PRINCIPLE FOR DECISIONS

NeoFresh takes decision based on following principles:

• Immediate evidence at delivery
• Freshness condition when agent was present
• Communication timing record
• Availability of same item for replacement
• Legal requirement regarding invoice

Customer acknowledges that late complaint cannot override evidence already concluded during delivery.

14. GOVERNING LAW

Any dispute relating to refund or replacement will be interpreted exclusively under Indian laws. In case of disagreement regarding whether refund was valid or not, decision will rely on:

• Invoice
• Timestamp of delivery
• Internal communication record

Customer cannot challenge completed evidence arbitrarily.

15. JURISDICTION

In matters requiring legal interpretation, the courts located in Bokaro Jharkhand shall have exclusive jurisdiction as Farmnova Dairytech Private Limited is registered in that jurisdiction.

REGISTERED OFFICE
Farmnova Dairytech Private Limited
House Number 523B Tenu Road
Gomia Bokaro Jharkhand 829111