Refund and Returns Policy
At SB Freshmart, we aim to provide fresh, quality products and accurate order fulfilment. If there is a problem with your order, please contact us and we will review the issue and provide an appropriate resolution.
1. Eligibility for Refunds or Replacements
You may request a refund or replacement if:
- You received a wrong product.
- A product is missing from your order.
- A product was damaged during delivery.
- A product was spoiled, defective, or not fit for use when delivered.
- The product received is materially different from the product ordered.
- There is another genuine issue with the order that requires correction.
For fresh and perishable products, please report the issue as soon as possible after delivery.
2. Fresh and Perishable Products
Fresh products such as:
- Fruits
- Vegetables
- Leafy vegetables
- Dairy products
- Fresh food
- Bakery products
- Ice cream and frozen products
- Other perishable products
generally cannot be returned after delivery because of food-safety and hygiene considerations.
However, if a fresh or perishable product arrives damaged, spoiled, defective, or otherwise unsuitable, please contact us promptly. After reviewing the issue, we may provide a replacement, refund, or another suitable resolution.
3. Non-Perishable Products
Non-perishable products may be eligible for return, replacement, or refund when they are:
- Damaged during delivery
- Defective
- Incorrectly delivered
- Significantly different from the product ordered
Where applicable, the product should remain unused and in its original packaging.
4. Reporting an Issue
Please contact SB Freshmart as soon as possible after receiving your order.
To help us resolve the issue quickly, please provide:
- Your order number
- Your name
- Product name
- Description of the problem
- Photographs or other evidence, if requested
We may request photographs of damaged, defective, incorrect, or spoiled products before approving a refund or replacement.
5. Wrong or Missing Products
If you receive the wrong product or an item is missing from your order, please contact us.
After verification, we may:
- Deliver the correct product
- Replace the incorrect product
- Refund the amount for the affected product
- Provide another appropriate resolution
6. Damaged Products
If a product is damaged when delivered, please report it to us promptly.
We may request photographs showing the product and its packaging.
If the claim is approved, we may offer a replacement or refund depending on product availability and the circumstances of the order.
7. Refunds
Once a refund is approved, the applicable amount will be processed.
For prepaid orders, refunds may be made to the original payment method or through another appropriate method, depending on the payment method and payment provider.
The time taken for a refund to appear in your account may depend on your bank, payment gateway, or payment service provider.
8. Cash on Delivery Orders
For Cash on Delivery orders, if a refund is approved, SB Freshmart may contact the customer to arrange an appropriate refund method.
Additional information may be requested to process the refund securely.
9. Order Cancellation
Customers should request cancellation as early as possible.
An order may not be cancellable once it has been:
- Processed
- Packed
- Dispatched
- Prepared for delivery
For fresh or specially prepared products, cancellation may also be restricted once preparation or processing has started.
If an eligible cancellation is accepted and payment has already been made, the applicable refund will be processed.
10. Non-Returnable Products
The following products generally cannot be returned after delivery:
- Fresh fruits and vegetables
- Dairy and other perishable food products
- Freshly prepared food
- Opened food products
- Products that have been consumed or used
- Products damaged after delivery because of improper handling or storage
- Products that are not in their original condition, where original condition is required
This does not affect any rights available to customers under applicable law.
11. Exchanges and Replacements
If an eligible product is defective, damaged, or incorrectly delivered, we may offer a replacement.
Replacement is subject to product availability.
If the same product is unavailable, SB Freshmart may offer a refund or another suitable resolution.
12. Sale and Discounted Products
Products purchased during sales, promotions, coupons, or special offers may be subject to the same refund rules unless the applicable offer specifically states different conditions.
Any refund will be calculated based on the amount actually paid for the eligible product or order.
13. Return Shipping
For products that are approved for return, SB Freshmart will provide instructions regarding the return process.
Customers should not send products back to a manufacturer or any address unless specifically instructed by SB Freshmart.
Where a return is required because of an error or issue caused by SB Freshmart, the applicable return arrangements will be communicated to the customer.
14. Refund Not Received
If an approved refund has not appeared in your account within the expected processing period:
- Check your bank or payment account.
- Check with your payment provider or bank.
- Contact SB Freshmart with your order number and refund details.
We will assist you in checking the status of the refund.
15. Contact Us
For questions about refunds, returns, replacements, or cancellations, please contact us:
SB Freshmart
Phone: +91 8839238628
Email: contact@sbtgoc.com
Website: https://fm.sbtgoc.com
When contacting us about an order, please provide your order number so that we can assist you more quickly.
16. Changes to This Policy
SB Freshmart may update this Refund and Returns Policy from time to time to reflect changes to our services, products, business practices, or applicable requirements.
Any updated version will be published on this page with a revised Last Updated date.
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