Refund Policy
At BioFresh, we stand behind the quality and freshness of every organic product we deliver. Because we deal primarily with perishable goods, our refund policy is designed to be fair, transparent, and prompt.
Last updated: January 2025 · Bio Agriculture Development Project Pvt. Ltd.
Refund Eligibility
Given the perishable nature of organic produce, dairy, bakery, and fresh food products, we accept refund requests under the following conditions:
How to Request a Refund
We have streamlined the refund process to make it as simple as possible. Please follow these steps:
01
Report within 24 hours
Contact our customer support team within 24 hours of receiving your delivery. For perishable items such as fresh produce, dairy, and bakery products, this window is strictly enforced to ensure fair assessment.
02
Provide photographic evidence
Attach clear photographs of the damaged, spoiled, or incorrect product(s) along with your order number. This helps our quality assurance team process your claim quickly and accurately.
03
Receive confirmation and resolution
Our team will review your claim and respond within 48 business hours. Once approved, you may choose between a full monetary refund to your original payment method, store credit, or a free replacement delivery.
Refund Timelines
Once your refund request has been approved, processing times depend on your original payment method:
| Payment Method | Processing Time | Notes |
|---|---|---|
| Digital Wallet (eSewa, Khalti, IME Pay) | 1 — 3 business days | Refunded to original wallet |
| Bank Transfer / Card Payment | 5 — 7 business days | Refunded to original account |
| Cash on Delivery | 3 — 5 business days | Credited as BioFresh store credit or bank transfer on request |
| BioFresh Store Credit | Immediate | Added to your account balance within 24 hours |
Please note that your bank or financial institution may require additional processing time beyond our stated timelines. If your refund has not appeared after the expected window, please contact your bank first, then reach out to our support team.
Product-Specific Conditions
Different product categories carry different refund conditions due to the nature of perishable organic goods. Please review the conditions specific to your purchase:
Fresh Produce (Vegetables, Fruits, Herbs)
Refund requests must be submitted within 24 hours of delivery. Items must not have been frozen, cooked, or significantly consumed. If you received produce that was already wilted, bruised, or visibly past its prime upon arrival, a full refund or replacement will be provided. Variations in size, colour, and shape are natural characteristics of organic produce and are not grounds for a refund.
Dairy Products and Eggs
Dairy items (milk, yoghurt, cheese, paneer, ghee) and eggs are eligible for refund if delivered damaged, leaking, or past their expiry date. Claims must be raised within 24 hours with photographic proof of the packaging condition. Products stored improperly after delivery (e.g., left unrefrigerated for extended periods) are not eligible.
Bakery Products
Freshly baked goods are eligible for refund if they arrive stale, mouldy, or crushed during transit. Due to their short shelf life, claims must be raised within 12 hours of delivery. Custom or special-order bakery items are non-refundable once the order has been confirmed and prepared.
Meat, Seafood, and Frozen Foods
These items are eligible for refund if delivered with a broken cold chain (warm on arrival), past their labelled date, or visibly discoloured or off-smelling. Claims must be made within 12 hours of delivery. Products that have been thawed and refrozen by the customer after delivery are not eligible for refund.
Grocery, Beverages, and Pantry Staples
Non-perishable grocery items, packaged beverages, spices, and pantry staples are eligible for refund if delivered damaged, unsealed, or past their best-before date. Claims may be submitted within 7 days of delivery. Opened packages are not eligible unless the product was defective upon opening.
Personal Care, Baby Care, and Household Items
These items are eligible for refund if delivered in damaged, leaking, or tampered packaging. Opened personal care and baby care products cannot be returned for hygiene reasons unless the product itself is defective. Claims must be raised within 7 days of delivery.
Non-Refundable Items
The following items and circumstances are not eligible for refund:
Replacements and Exchanges
In many cases, we prefer to send a replacement rather than process a monetary refund — this is faster for you and reduces food waste. When a replacement is available:
Delivery Fee Refunds
Delivery charges are refunded in the following scenarios:
Cancellations
You may cancel your order and receive a full refund (including delivery charges) under the following conditions:
Our Quality Guarantee
Every product that leaves our facility carries the BioFresh freshness promise. We inspect, grade, and temperature-check all perishable items before dispatch. If anything arrives below our standard, we make it right — no questions, no hassle.
Bio Agriculture Development Project Pvt. Ltd. — Quality Assurance Team
Our refund policy exists because we believe trust is earned at every touchpoint. When we fall short, we take responsibility and resolve the issue as swiftly as possible. Your satisfaction is the foundation of our business.
Have a question about your order?
Our customer care team is available Monday through Saturday, 7:00 AM to 8:00 PM. Reach us by phone at +977-1-4000000 or email hello@bioagri.com.np. You can also visit our Contact page to submit a detailed request.