Refund & Cancellation Policy
Frunora (operated by Vrushabh Fruits and Vegetables)
Proprietor: Shri Vaibhav Prakash Dalvi
MSME Reg. No.: UDYAM-KR-03-0055845
Report any fruit that arrives damaged, spoiled, wrong or missing within 24 hours of delivery for a free next-day replacement.
We buy fresh wholesale stock for every order. Orders cannot be cancelled after the cutoff, but delivery slot shifts are supported.
If an item is out of stock, unserviceable, or refused at delivery, you get a full refund to your original payment method with zero fees.
1. About this policy
Orders cannot be cancelled for a refund once placed, and you get a free next-day replacement for any fruit that arrives damaged, spoiled, wrong or missing, if you report it within 24 hours of delivery.
This policy applies to all orders placed on the Frunora website and app. Frunora is operated by Vrushabh Fruits and Vegetables, APMC FRUIT MARKET, Huskur Rd, Electronic City, Singena Agrahara, Karnataka 560100 ("Frunora", "we", "us").
Because fresh fruit is perishable, we cannot accept returns of fruit once it is delivered and accepted, except as described below.
2. Cancelling an order
We buy fresh stock for each pre-order, so orders cannot be cancelled for a refund.
| When you cancel | What you get |
|---|---|
| After the cutoff, before dispatch | Cancellation not allowed; you may request a change of delivery slot, subject to availability. |
| After dispatch | Cancellation not allowed |
If we cancel your order
If we cancel your order — for example, because an item is out of stock, of poor quality at sourcing, or we cannot deliver to your address — you get a full refund of the amount paid for the affected items. We will inform you on WhatsApp as soon as possible.
If only some items in an order are unavailable, we deliver the rest and refund the unavailable items.
3. Damaged, spoiled, wrong or missing items
We check every order before dispatch. If something is still wrong when it reaches you, we will make it right.
Eligible issues:
- •Fruit that is damaged, bruised beyond normal handling, rotten or spoiled on arrival
- •Wrong item, variety or quantity delivered
- •Item charged but missing from the delivery
Please check your order when the delivery partner opens the box at your door. If you see a problem, you may refuse the affected items, and they will be refunded.
Report the issue within 24 hours of delivery, with clear photos of the affected fruit and the packaging. Issues reported after 24 hours cannot be accepted, because fresh produce changes with storage.
Our support team verifies your photos, usually the same day. Once verified, we deliver a free replacement of the affected items (for example, one apple for one bad apple) with your next-day delivery, at no extra charge.
If the same fruit is not available, we replace it with another fruit of equal value, or refund the affected item if you prefer.
4. When a refund is not possible
To keep our prices fair and prevent waste, refunds or replacements cannot be granted under the following circumstances:
- Natural variation in size, colour, shape, sweetness or ripeness, which is normal for fresh fruit
- Change of mind or taste preference after delivery
- Issues reported more than 24 hours after delivery, or without photos
- Fruit spoiled because of storage after delivery (for example, not refrigerated as advised)
- Failed delivery because the customer was unreachable or unavailable, or gave a wrong or incomplete address
- Orders cancelled after the cutoff time
Failed deliveries: For a failed delivery, we will try to contact you on your registered number. If we cannot deliver, we may offer redelivery in another slot where possible.
Replacement limits: Each verified issue gets one replacement. A replacement item is covered on the same terms: report it within 24 hours of delivery, with photos.
Fair use: We may decline a claim, or review an account, if issues are reported repeatedly without valid proof, or if we find misuse of this policy.
5. How and when you get your refund
Approved refunds go back to your original payment method (UPI, card, net banking or wallet), processed through our payment partner.
| Step | Time |
|---|---|
| We review your request | Within 48 hours |
| We start the refund after approval | Within 1 working day |
| Money reaches your account | 5–7 working days after we start it, depending on your bank |
Status updates on WhatsApp
We will confirm each step on WhatsApp. If you have not received your refund after 7 working days, please contact us with your order ID.
Cash on delivery orders
For cash-on-delivery orders (if offered), refunds are made by bank transfer or UPI to an account you provide.
Payment deducted but order not placed
If money is debited and no order is created, or you are charged twice, the extra amount is refunded automatically to your original payment method within 5–7 working days. No request is needed.
Delivery charges
If we cancel your order, the delivery fee is refunded in full. For partial refunds on a delivered order, the delivery fee is not refunded.
Discounts and coupons
Refunds are for the amount you actually paid after discounts. A coupon used on a refunded order is not reissued.
6. How to request a cancellation or refund
- 1Open My Orders on the Frunora website or app and select the order, or message us on WhatsApp.
- 2Share your order ID, the affected items, and the reason.
- 3For quality issues, attach clear photos of the fruit and packaging.
- 4We review and reply within 48 hours with the outcome.
Manage in Your Account
Find past and upcoming pre-orders, check live status, and report item issues directly.
WhatsApp Support Desk
Send photos directly to our customer care team on WhatsApp for prompt review.
Contact us:
7. Changes and grievances
We may update this policy from time to time. The version on our website on the date of your order applies to that order.
If you are not satisfied with how your request was handled, you can contact our Grievance Officer, who will acknowledge your complaint within 48 hours and aim to resolve it within one month:
Frunora — Fresh fruit pre-orders delivered to your doorstep in Bangalore
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