Last updated 31 Aug 2026
Food is not a normal product to return. Most of what we sell cannot be resold once it has left us, so our policy is built around refunding you quickly rather than getting the goods back.
The freshness guarantee
If anything arrives spoiled, stale, leaking, short-weight or simply not up to standard, tell us within 48 hours of delivery and we refund that item in full. We do not ask you to send it back, and we do not charge you the delivery for it.
Send a photo to haifarmer2025@gmail.com or call 9709704563. The photo is so we can trace the batch and find out what went wrong at our end — it is not a test you have to pass.
What we refund
- Produce that arrived spoiled, mouldy, infested or fermenting.
- Broken jars, leaked oil or honey, torn or burst packs.
- Short weight against what is on the pack.
- The wrong item, or a missing item from the order.
- Anything that fails a reasonable smell, colour or texture test on arrival.
What we cannot take back
For food-safety reasons we cannot accept a return or issue a refund for:
- Packs that have been opened and partly used, unless the problem is the reason you opened it.
- Items reported more than 48 hours after delivery, where we can no longer tell whether the issue arose in transit or in storage.
- Produce stored outside the conditions printed on the pack.
- A change of mind about a perishable item after it has been delivered.
None of this affects your statutory rights under Indian consumer law.
How to raise it
- Call the hotline or email us within 48 hours, with your order number.
- Send one photo of the item and, where relevant, the batch code on the pack.
- We confirm the refund by SMS, usually the same day.
You can find every order number on your My Orders page.
When the money arrives
- UPI — 1 to 3 working days back to the paying account.
- Card — 5 to 7 working days, depending on your bank.
- Net banking — 3 to 5 working days.
- Cash on delivery — by UPI transfer to a number you give us, usually within 2 working days.
We start the refund at our end immediately. The time after that belongs to the bank, and we cannot speed it up — but we can give you the reference number to chase it with.
Cancelling an order
You can cancel free of charge at any point before the order is dispatched, which for a same-day order means before 10 PM on the day you placed it. Call the hotline and we stop it at the collection centre. Once a parcel is on the van it cannot be cancelled, but the freshness guarantee above still applies when it arrives.
Damaged or missing on arrival
If the outer packaging is visibly damaged, photograph it before opening if you can. If an item is missing from an otherwise correct parcel, tell us and we either send it on the next run at no charge or refund it, whichever you prefer.
Repeated problems
If the same product goes wrong twice, we pull that batch from sale while we check it. That is the point of buying from named farms — we can go and look.