Refund policy

Last Updated: 12 August 2026

At Fidelo Farms Private Limited, we take utmost care to ensure that your order reaches you safely and that you receive the products you ordered. However, in the event that your order is delivered in a damaged condition or an incorrect item is delivered, we will be happy to assist you with a replacement.

Please read the following policy carefully to understand when a return or replacement can be accepted.

1. When Are Returns Accepted?

We accept returns/replacements only in the following situations:

A. Package Delivered in Damaged Condition

If the outer packaging is visibly damaged, torn, leaking, crushed, or tampered with at the time of delivery, we request you to not accept the delivery from the delivery partner.

If you accept a package despite visible external damage, Fidelo may not be able to process a return or replacement.

If the damage is visible from the outside at the time of delivery, please refuse the delivery and inform us immediately. Once the package is returned to us, we will arrange a replacement, subject to product availability.

B. Incorrect Item Delivered

If you receive an item that is different from the item ordered, you must provide an unboxing video clearly showing:

  • The unopened package before opening.

  • The package/order label.

  • The package being opened continuously without cuts or edits.

  • The incorrect product received.

An unboxing video is required for us to verify and process a claim for an incorrect item.

2. Missing or Incorrect Quantity

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

For such claims, we may request photographs, an unboxing video, or other information to verify the issue before processing a replacement or refund.

3. Damage Discovered After Opening

If the outer package appeared intact at the time of delivery but the product inside is damaged, please contact us within 24 hours of delivery.

Please provide clear photographs and, where possible, an unboxing video showing the package being opened. Our team will review the claim and determine whether a replacement or other resolution can be provided.

4. Products That Are Not Eligible for Return

Returns or replacements will generally not be accepted 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 is related to an eligible damaged or incorrect delivery.

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

  • Claims made after the applicable reporting period.

  • Packages that had visible external damage at delivery but were accepted by the customer.

5. Reporting a Return or Replacement Request

Any eligible issue must be reported to us within 24 hours of delivery.

To raise a request, please contact us through our customer support channels with:

  • Order ID

  • Name and contact details

  • Description of the issue

  • Clear photographs of the product and packaging

  • Unboxing video, wherever applicable

Our team may request additional information or evidence to verify the claim.

6. Verification and Resolution

Once we receive your request and the required information, our team will review the claim.

If the claim is approved, we may provide a replacement of the affected product. If a replacement is unavailable, we may provide an appropriate alternative resolution, including a refund where applicable.

The final resolution will be determined after verification of the claim.

7. Important Delivery Check

We strongly recommend checking the condition of the outer package at the time of delivery.

If the package is visibly damaged, torn, leaking, crushed, or appears tampered with, please do not accept the delivery.

Accepting a package with visible external damage may affect your eligibility for a return or replacement.

8. Contact Us

For any return or replacement-related queries, please contact Fidelo Farms Private Limited through the customer support details provided on our website.

Fidelo Farms Private Limited reserves the right to verify all claims and reject requests that do not meet the conditions outlined in this policy.