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Refund and Return Policy

Effective Date: October 5, 2026

Website: freshfood.com.bd

At Fresh Food, we are committed to delivering fresh, authentic, and premium-quality products straight to your doorstep. Customer satisfaction is our top priority. If you receive a damaged, defective, or incorrect product, our Return and Refund Policy outlines how we resolve the issue quickly and hassle-free.

1. Eligibility for Returns & Replacements

Due to the perishable nature of groceries and food items, returns or replacement requests are accepted under the following conditions:

  • Damaged or Spoiled Items: Products received in a damaged, leaked, or spoiled condition upon delivery.

  • Incorrect Items: Products delivered that do not match your original order details.

  • Missing Items: Any item that was paid for or included in the invoice but missing from the package.

  • Quality Issues: Products that fail to meet expected quality standards (e.g., expired items or severe defects).

2. Timeframe for Reporting Issues

To process a return, replacement, or refund smoothly, you must report the issue within the following timeframes:

  • Perishable Items (Fresh Produce, Dairy, Prepared Foods): Must be reported at the time of delivery or within 6 hours of receiving the order.

  • Non-Perishable Items (Packaged Foods, Spices, Dry Grocery): Must be reported within 24 hours of delivery.

Note: Please inspect your order in front of the delivery person whenever possible.

3. Return & Refund Process

  1. Contact Support: Reach out to us via Helpline or WhatsApp with your Order ID and photos/videos of the damaged or incorrect item.

  2. Verification: Our customer support team will review the claim and verify the issue promptly.

  3. Resolution: Upon verification, we will offer one of the following solutions:

    • Free Replacement: Delivering the correct or fresh product in the next available delivery slot.

    • Full/Partial Refund: Refunding the amount for the affected item(s).

4. Refund Methods & Timelines

Once approved, refunds will be processed based on your original payment method:

  • Cash on Delivery (COD): Refunds for COD orders will be transferred via Mobile Financial Services (bKash, Nagad, Rocket) or adjusted as store credit for your next order.

  • Online Payment (Cards / MFS): Refunds will be credited back to the original payment channel within 3 to 7 business days (depending on bank and payment gateway processing times).

5. Non-Returnable Items

We cannot accept returns or issue refunds under the following circumstances:

  • Requests submitted after the specified timeframe (6 hours for perishable / 24 hours for non-perishable).

  • Items damaged due to improper storage or mishandling after delivery.

  • Change of mind after order confirmation and delivery completion.

  • Partially consumed or altered products.

6. Contact Us

If you have any questions or need assistance regarding returns and refunds, please contact us at:

  • Website: freshfood.com.bd

  • Email: [email protected]

  • Helpline: 09638-775533

  • WhatsApp: +880 1997-297969