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Refund Policy

Refund, Return & Exchange Policy – Tucci Fresh

At Tucci Fresh, we are committed to delivering the freshest, high-quality organic produce right to your doorstep. As most of our items are perishable in nature, our refund, return, and exchange options are limited. Please read this policy carefully before placing your order.

1. Eligibility for Return, Replacement, or Refund

You may request a return, replacement, or refund only under the following conditions:

  1. Damaged or Defective Products: The product is visibly spoiled, rotten, infested, crushed, or otherwise unfit for consumption at the time of delivery or the packaging is torn, leaking, or tampered with, resulting in compromised product quality.
  2. Incorrect or Incomplete Orders: You received an item different from what was ordered (wrong product delivered) or, one or more items from your order are missing.
  3. Expired or Near-Expiry Products: The product delivered has already passed its expiry date or best-before date at the time of delivery or products delivered with an unreasonably short shelf life (for example, a product expiring on the same day of delivery) may also qualify, provided the short shelf life was not clearly mentioned on the product page.
  4. Quality Concerns (on a case-by-case basis): If the delivered produce does not meet expected freshness standards (e.g., wilted greens, overripe fruits), you may request a review. Such claims must be supported with clear photographs/videos taken at the time of delivery or immediately thereafter. Our team will assess the claim to determine whether it qualifies for replacement/refund.

Exclusions (Not Eligible for Return/Replacement/Refund):

  • Change of mind or dislike of taste/texture after consumption.
  • Products stored improperly by the customer after delivery (e.g., refrigeration not maintained).
  • Products marked as non-returnable on the product page.
2. Exchange Policy

At Tucci Fresh, we understand that sometimes you may prefer a replacement instead of a refund. Our Exchange Policy is designed to ensure fairness, hygiene, and customer satisfaction while respecting the perishable nature of our products.

Eligible Scenarios for Exchange: You may request an exchange if:

  • The product delivered is damaged, defective, or spoiled at the time of receipt.
  • The product delivered is incorrect (different from what you ordered).
  • The product is incomplete (e.g., missing quantities from a bundled order).

 

Non-Eligible Scenarios for Exchange: Exchanges will not be processed if:

  • The product has been partially consumed or used.
  • The product is returned without its original packaging (where applicable).
  • The exchange request is raised beyond 12 hours of delivery for perishable goods.
  • The issue arose due to customer error, such as providing the wrong delivery address or failing to collect the order in time.

 

Exchange Process

  • Customers must raise an exchange request through our Customer Care team at +91 99999 55666 or tuccifresh.india@gmail.com.
  • The request must include order ID, photos/videos of the product and packaging, and a brief description of the issue.
  • Upon verification, our team will arrange a replacement delivery of the same or similar product at no extra cost.
  • In cases where the same product is unavailable (seasonal or out-of-stock items), the customer may:
    • Accept a similar substitute product of equal value, or
    • Opt for a refund or store credit, as per our Refund Policy.

 

Timeline for Exchange

  • Exchange requests for perishable goods (fruits, vegetables, dairy, bakery, etc.) must be raised within 12 hours of delivery.
  • Exchange requests for non-perishable goods (packaged organic staples, dry goods, etc.) must be raised within 3 days of delivery, provided the packaging is unopened and intact.
3. Non-Returnable / Non-Exchangeable Items

Categories of Non-Returnable / Non-Exchangeable Products: The following items are strictly non-returnable and non-exchangeable:

  • Fresh Produce – All fruits, vegetables, herbs, leafy greens, sprouts, and other highly perishable items.
  • Dairy & Bakery Products – Milk, curd, cheese, butter, ghee, paneer, bread, cakes, and similar items.
  • Opened/Unsealed Packaged Goods – Organic staples, dry fruits, pulses, grains, oils, and packaged products once opened/unsealed after delivery.
  • Products Marked “Non-Returnable/Non-Exchangeable” – Any product explicitly identified as such on the product description page.
  • Digital Goods & Subscriptions – Digital gift cards, online memberships, or downloadable items, where applicable.

 

Situations Where Return/Exchange Will Not Be Accepted

  • If the product is partially consumed, used, or tampered with.
  • If the request is made after the stipulated return/exchange window (12 hours for perishables, 3 days for non-perishables).
  • If the product was damaged due to improper storage/handling after delivery by the customer (e.g., not refrigerating dairy/produce in time).
  • If the delivery could not be completed due to incorrect address, customer unavailability, or refusal at the doorstep.

 

Exceptions: The above exclusions will not apply in cases where the product delivered was:

  • Damaged at the time of delivery,
  • Defective, spoiled, or expired, or
  • Incorrect/mismatched with the order placed.

In such cases, customers must immediately notify us within the applicable timeline with photo/video proof, and our Exchange or Refund Policy will apply.

4. Time Frame for Requests

To ensure fair resolution and maintain product quality standards, customers are required to raise return, replacement, or refund requests within the following timelines:

Perishable Products (Fresh Produce, Dairy, Bakery, Juices, etc.)

  • Requests must be raised within 12 hours of delivery.
  • Beyond this window, no return, exchange, or refund will be entertained, as these items are highly perishable and their quality can be affected by storage conditions at the customer’s end.
    1. Non-Perishable & Packaged Products (Grains, Oils, Dry Fruits, Organic Staples, Beverages, etc.)
  • Requests must be raised within 3 calendar days from the date of delivery.
  • The product must remain unused, sealed, and in its original condition with tags/labels intact.

 

Products with Specific Shelf Life or Manufacturer Warranty:For products such as organic health supplements, packaged consumables, or other goods carrying a printed expiry date or manufacturer warranty, the return/exchange window (if applicable) will be mentioned on the product description page. Customers are advised to check this before purchase.

 

Digital Products & Services (if any): Digital goods such as gift cards, e-vouchers, subscriptions, or downloadable items are non-returnable and non-refundable once purchased, unless otherwise specifically stated at the time of sale.

 

Reporting Requirements

  • Customers must provide clear photo/video evidence of the product and packaging at the time of raising a request.
  • Requests can be initiated through:
    • Customer Support Helpline: +91 99999 55666 (9 AM – 7 PM IST)
    • Email: tuccifresh.india@gmail.com
  • Requests raised beyond the stipulated timelines will not be eligible for consideration.
5. Resolution & Refund Process

Once a return, exchange, or refund request has been initiated by the customer, Tucci Fresh will follow the below process to ensure fair and timely resolution:

  1. Verification of Request: Upon receiving a request, our customer support team will review the details provided (including images/videos of the product and packaging). If additional clarification or evidence is required, the customer will be contacted. Requests that do not meet the eligibility criteria or fall outside the specified time frame will be respectfully declined.
  2. Product Pickup / Customer Responsibility: For eligible requests, Tucci Fresh will arrange a reverse pickup (where feasible) through its delivery/logistics partners. In areas where reverse pickup is not available, the customer may be requested to self-ship the product to our designated return center. In such cases, reasonable courier charges may be reimbursed as per company policy. The returned product must be packed securely in its original packaging to prevent damage in transit.
  3. Inspection & Approval: All returned items will undergo quality inspection upon receipt at our facility. A refund, replacement, or exchange will only be processed once our team is satisfied that the product meets the return conditions (unused, intact, within return window, not tampered with). In case the product is found to be ineligible (e.g., used, damaged post-delivery, missing original packaging), the same will be communicated to the customer and the request will be declined.
  4. Refund Processing: Refunds for approved requests will be processed in the following manner:
  • Prepaid Orders (Debit Card, Credit Card, Net Banking, UPI, Wallets, etc.): Refund will be initiated to the original payment method used at the time of purchase, unless mutually agreed otherwise.
  • Cash on Delivery (COD) Orders: Refunds will be issued via bank transfer, UPI, or in the form of store credit/coupon code, as per customer preference.
  • Store Credit / Wallet: Where applicable, customers may opt to receive refunds as Tucci Fresh Credits for faster resolution, usable on future purchases.
  • Refunds are generally processed within 7–10 working days from the date of approval, but actual timelines may vary depending on the payment provider’s policies.

Exchange & Replacement Process: If the customer opts for a replacement/exchange instead of a refund, the replacement product will be shipped once the returned item passes inspection. In case the requested product is unavailable or out of stock, the customer will be offered either:

  • An alternate product of equal value, or
  • A full refund as per the process above.

Communication & Tracking: Customers will be kept informed via email/SMS/phone about the status of their request (approval, pickup, inspection, refund initiation, replacement dispatch, etc.). A tracking number will be provided for replacement shipments wherever applicable.

6. Delivery Issues

At Tucci Fresh, we strive to ensure that every order reaches you promptly and in perfect condition. However, we understand that delivery challenges may sometimes occur. Please read the following guidelines carefully:

Delivery Failures Due to Customer-Related Reasons: Refunds or exchanges will not be provided in cases where the order could not be delivered due to reasons beyond our control, including but not limited to:

  • Incorrect address or contact information: Orders sent to an invalid or incomplete address.
  • Customer unavailability: No one was present to receive the order during the scheduled delivery window.
  • Access restrictions: Delivery prevented by building security, gated communities, or local authorities.
  • Delivery refusal: Customer refuses to accept the order without a valid reason.

In such cases, we may attempt redelivery, if possible, but costs associated with failed delivery may be charged to the customer.

Delivery Failures Due to Tucci Fresh or Partner-Related Reasons: If an order cannot be delivered due to circumstances attributable to Tucci Fresh or our delivery partners, the following will apply:

  • Full Refund: The total amount paid for the order will be refunded to your original payment method.
  • Rescheduling Option: If preferred, we may offer to reschedule delivery at the earliest available slot.
  • Communication: Customers will be notified promptly about the issue and the steps being taken to resolve it.

 

Delayed Deliveries: While we make every effort to deliver on time, occasional delays may occur due to:

  • Severe weather conditions.
  • Traffic disruptions or natural disasters.
  • Operational issues with delivery partners.

In case of delays:

  • Customers will be informed about the revised delivery time.
  • If the delay exceeds 24 hours beyond the scheduled delivery date, customers may request a refund or reschedule the delivery.

 

Damaged Products During Transit: If products are damaged while in transit, please contact our support team immediately with photos or videos of the damaged items. Replacement or refund will be provided as per the Exchange Policy outlined in Section 2.

 

Lost Shipments: In rare cases of lost shipments, customers should report the missing order within 24 hours of the expected delivery date.

  • Tucci Fresh will investigate with the delivery partner.
  • Upon verification, a full refund or replacement order will be issued.
7. Misuse of Policy

Tucci Fresh is committed to providing a fair and transparent return, refund, and exchange experience. To protect both our customers and the integrity of our operations, the following activities are considered misuse of the policy and may result in restrictions, account suspension, or denial of claims:

Excessive or false claims:

  • Submitting multiple return, refund, or exchange requests without valid reasons.
  • Making frequent claims for similar issues with different orders, indicating a pattern of abuse.
  • Customers identified engaging in excessive claims may be warned, restricted, or temporarily blocked from using return/exchange services.

 

False or Misleading Claims

  • Providing inaccurate, misleading, or fabricated information regarding product condition, delivery issues, or order discrepancies.
  • Submitting false photographic or video evidence to claim refunds or replacements.
  • Accounts found making false claims may be permanently blocked, and legal action may be considered in severe cases.

 

Frequent Cancellations or Refusals

  • Repeatedly cancelling orders after confirmation without a valid reason.
  • Refusing to accept delivered orders without justification.
  • Customers exhibiting such behavior may face restrictions on future order placements, including temporary suspension or denial of service.

 

Abuse of Refund/Exchange Benefits

  • Attempting to exploit the policy to obtain products free of charge or repeatedly receive replacements for personal reasons unrelated to product quality or delivery errors.
  • Using multiple accounts to bypass restrictions or exploit offers.
  • Such activities will be considered a violation of the policy, and affected accounts may be blocked permanently.
  1. Investigation & Enforcement
  • Tucci Fresh reserves the right to investigate all suspected cases of policy misuse.
  • Customers are required to cooperate during investigations, including providing order details, proof of purchase, and relevant communication.
  • Final decisions regarding misuse, restrictions, or account termination rest solely with Tucci Fresh, and such decisions will be communicated to the customer via email or phone.
8. Contact Us

At Tucci Fresh, we value our customers and aim to resolve all return, refund, and exchange requests promptly and efficiently. For any queries, concerns, or requests regarding your order, please reach out to our support team using the following channels:

Customer Support Channels

Our customer support team is available from 09:00 AM to 07:00 PM IST, Monday to Saturday. Please include your order ID, date of purchase, and a brief description of the issue to help us process your request quickly.

  1. Response Time: Our team strives to acknowledge all requests within 24 hours of receipt. Resolution, including refunds or replacements, will typically be processed within 7 working days, subject to verification and product availability.
  2. Additional Assistance: For queries about our policies, product quality, or delivery issues, our support team is happy to guide you. Customers may also contact us through our official social media channels for general inquiries, but all return/refund/exchange requests must be submitted via phone or email for proper tracking.
  3. Feedback: We encourage customers to provide feedback about their experience. Your input helps us improve our services and ensure the highest quality standards for all future orders.