GENERAL

1.1. Reliance Retail Limited, having its registered office at 3rd Floor, Court House, Lokmanya Tilak Marg, Dhobi Talao, Mumbai–400002, Maharashtra, India, India (“Reliance”, “we”, “us” or “our”) is managing and operating the website, and mobile or tablet applications www.freshpikonline.com (collectively referred to as “Freshpik”, or “Website”, or “App”), through which inter alia facilitate the sale and purchase of various products listed and sold (“Product(s)”) to the Customer (“Customer” or “User” or “Users” or “you” or “your”).

1.2. We aim to provide the best Customer experience to our Users beginning from placing order to initiating a cancellation/return/refund. While transacting on FreshPik, you can expect a hassle-free experience in returning, cancelling the Product that you have ordered and can rely on us as your preferred shopping destination.

1.3. The Cancellation, Return, and Refund policy (“Policy”), together with the Terms and Conditions set out in Reliance’s policies and processes for: (a) accepting Cancellation, (b) accepting Return, or (c) processing Refund.

APPLICABILITY OF POLICY

2.1. By using FreshPik and/or initiating a request for purchase of Products on the Website, you agree to be bound by the terms contained in this Policy without modification. If you do not agree to the terms contained in this Policy, you are advised not to transact on FreshPik. Please note that, we may from time to time change the terms of the Policy that govern your terms of cancellation, return or refund of an order for Products bought on FreshPik. Every time you wish to use FreshPik, please check the Policy to ensure you understand the terms and conditions that apply at that time.

TERMS OF CANCELLATION

3.1. You can cancel the order prior to the confirmation of the order by Reliance. Once the order is confirmed, it cannot be cancelled. However, once the order is confirmed, and you wish to cancel the order, you may reject the delivery at doorstep.

3.2. The request for cancellation of the order can be made by cancelling the order from ‘My Orders’ section by using the order tracking number, or by calling our customer care number, or any other method, as may be intimated by Reliance to you from time to time.

3.3. On the receipt of order cancellation request, your order will be cancelled with immediate effect, and the refund process will be initiated within 24 hours of confirmation of cancellation.

TERMS OF RETURN AND REFUND

4.1. You may initiate return of Products in the event of you having concerns with the wrong product delivered, quality, freshness or physical condition of the Products delivered, within 24 (twenty-four) hours of receipt of the order or you may reject the Product on door-step delivery for the said reasons. We would accept the request for return of such Products subject to the terms of this Policy.

4.2. All our packages come with sealed packaging. Please ensure that you do not accept packages where the seal is tampered/and or outer package is damaged. Acceptance of a tampered or a damaged package will automatically disqualify you from any return claims for physically damaged/defective Products, incorrect Product, or missing accessories.

4.3. You agree that Reliance will not process return requests for the following reasons:
a) Product is damaged due to misuse/overuse;
b) Order placed for a wrong Product;
c) Product is received in physically damaged condition;
d) Product is used or altered by the User;
e) Product is returned without original packaging including, price tags, labels, original packing, freebies and other accessories or if original packaging is damaged;
f) Serial Number and/ or the bar code of the Product is tampered by the User; and
g) Request is initiated beyond 24 hours of order delivery.

4.4. Please note: For certain marketing campaigns or mega sale periods, special return rules may apply. Information regarding this is visible on the promotion banner.

4.5. If you have received any Product which is eligible for return in terms of this Policy, we suggest you to immediately register a request in this regard on FreshPik. We will in our sole discretion verify if: (a) the defects and damages in the Products or the non- compliances claimed in such Products are acceptable by us, or (b) such defects, damages or non-compliances are due to our default, and will accordingly post verification, accept or reject the request for return. For such verification, we may request you to send us images of the damaged or defective product received. Further to the assessment of the damage or the concern reported in the return request, Reliance may in its sole discretion resolve the issue subject to the assessment report, in a manner as it may deem fit.

4.6. Please be informed that when you opt to cancel or return the Products, upon our verification of the Products and the documents relating thereto, the refund amount for such Products which are eligible for return as per the terms of this Policy, will be processed within a period of 1 (one) business day from the date of us verifying the defect or the non-compliance in the Product. Your refund will be processed only when the conditions as may be stipulated by Reliance are fulfilled. The refund amount will be credited to the original payment mode opted by you. You acknowledge that after initiation of refund, it may take additional time for your refund to reflect in your account which is subject to your financial institution or payment solution provider terms and conditions.

4.7. Please be informed that for Products, for which you had opted for ‘Cash on Delivery’, as a payment option, you will receive refunds in your bank account as per the bank account details provided by you to us, and it may take an additional time for the amount to reflect in your account depending upon the banks and the financial institution. We do not make any cash refunds.

4.8. Please be informed that in case you are not available at the shipping address at the time of delivery or the delivery could not take place since you are unreachable or the shipping address provided is incorrect, we will make a maximum of three (3) attempts to deliver the purchased Product(s) to you and if the third delivery attempt is unsuccessful, we reserve the right to cancel the order of the purchased Products at our sole discretion and the Product will be sent back to its original source. The refund for any pre-paid order shall be initiated as per standard timelines indicated in the Policy.

4.9. The amount claimed as refund will be refunded to you within 15 (fifteen) working days depending upon the mode of payment chosen by you. Sometimes banks or financial intermediaries take a longer time to process the refund request. However, if the refund does not happen by the date advised, you may contact us, and we will gladly help you.

CUSTOMER SUPPORT TEAM:

5.1. Any queries or concerns relating to the fees and payments may be directed by you to our customer support team who can be contacted at:
Contact Details:
Customer Support Email - cs@freshpikonline.com
Toll Free Number - +91 08068172458, Timings - 10:00 AM to 10:00 PM