Refund Policy

Last Updated: 12 August 2026

At Fidelo Farms Private Limited, we aim to ensure that every order reaches you safely and that you receive exactly what you ordered.

Refunds are provided only in accordance with the circumstances and conditions set out in our Return & Replacement Policy and this Refund Policy.

1. When Is a Refund Applicable?

A refund may be provided in the following circumstances:

  • An order is confirmed to have been lost in transit and cannot be successfully delivered.

  • A product is delivered in an incorrect condition or as an incorrect item, and the claim is verified and approved by our team, where a replacement is not possible or appropriate.

  • A damaged product is verified and approved for return/replacement, and a replacement cannot be provided due to product availability or other operational reasons.

  • Any other situation where Fidelo Farms Private Limited determines that a refund is appropriate.

A refund will be processed only after the claim has been reviewed and approved by our team.

2. Damaged Deliveries

If the outer packaging is visibly damaged, torn, leaking, crushed, or tampered with at the time of delivery, customers are requested to refuse the delivery.

Please refer to our Return & Replacement Policy for the complete process.

Where a damaged delivery is accepted and a claim is subsequently raised, Fidelo may request photographs, videos, or other evidence before determining whether the claim qualifies for a refund or replacement.

3. Incorrect Items

If you receive an item different from the one ordered, an unboxing video is required to verify the claim.

The video should clearly show the unopened package, the order/package label, and the opening of the package without cuts or edits.

Once the claim is verified, Fidelo may provide a replacement. If a replacement is not possible, a refund may be issued.

4. Missing Items or Quantity Discrepancies

If an item is missing from your order or you receive fewer units than ordered, please notify us within 24 hours of delivery.

We may request photographs, an unboxing video, or other information to verify the claim.

If the claim is verified and approved, Fidelo may provide a replacement or refund for the affected item(s), as applicable.

5. Non-Refundable Situations

Refunds will generally not be provided for:

  • Change of mind or no longer wanting the product.

  • Incorrect product selected by the customer while placing the order.

  • Products that have been opened, used, consumed, or altered, except where the issue qualifies under our Return & Replacement Policy.

  • Products damaged after delivery due to improper handling, storage, or use.

  • Claims made after the applicable reporting period.

  • Orders that could not be delivered because of an incorrect, incomplete, or inaccessible address or incorrect contact details provided by the customer.

  • Orders refused or abandoned by the customer for reasons unrelated to an eligible product issue.

  • Prepaid orders cancelled after the order has been placed, except where Fidelo agrees to a refund under applicable circumstances.

6. Refund Method

Approved refunds will generally be processed to the original payment method used for the order, wherever technically possible.

For Cash on Delivery orders, where a refund is approved, Fidelo may request the customer's bank account or other payment details required to process the refund securely.

7. Refund Processing Time

Once a refund has been approved, Fidelo will initiate the refund within the applicable processing period.

The time taken for the amount to reflect in the customer's account may vary depending on the payment gateway, bank, card issuer, or other financial institution involved.

8. Shipping Charges

Where a refund is approved due to an eligible product or delivery issue attributable to Fidelo, the applicable amount will be determined based on the circumstances of the order.

Shipping charges may not be refundable in cases where the order could not be delivered due to an incorrect or incomplete address, incorrect contact information, customer unavailability after the applicable delivery attempts, or other circumstances attributable to the customer.

9. Partial Refunds

Where only part of an order is affected—for example, a missing, incorrect, or damaged item—the refund, if approved, may be limited to the affected item or applicable portion of the order.

10. Verification of Refund Claims

Fidelo Farms Private Limited reserves the right to request photographs, videos, order details, packaging information, or any other information reasonably required to verify a refund claim.

We reserve the right to reject claims that do not meet the conditions of this policy or where sufficient evidence is not provided.

11. Contact Us

For any refund-related questions or to raise a refund request, please contact our customer support team using the contact details provided on our website.

Fidelo Farms Private Limited reserves the right to modify this Refund Policy from time to time. Any changes will be updated on this page.