Return Policy
At BioFresh, we stand behind the quality and freshness of every product we deliver. If something doesn’t meet your expectations, we’re here to make it right.
Our Return Guarantee
Because we specialise in organic and perishable goods, our return policy is designed to be fair, fast, and transparent. We understand that freshness is everything — if your order arrives less than perfect, we want to know immediately so we can resolve it the same day.
All return and refund requests are handled by our dedicated customer service team. We aim to process every claim within 24 hours of receipt.
Eligible Return Conditions
We accept returns and issue refunds or replacements under the following circumstances:
Damaged or Spoiled Products
If any item arrives damaged, bruised, wilted, or spoiled beyond reasonable expectation, you are entitled to a full refund or a same-day replacement. Perishable items including organic vegetables, fruits, dairy products, bakery goods, meat, and seafood must be reported within 4 hours of delivery. Please photograph the product and its packaging before discarding.
Wrong Items Delivered
If you receive a product that differs from what you ordered — wrong variety, wrong size, or a completely different item — contact us within 24 hours. We will arrange a free pickup and deliver the correct item at no additional cost. You do not need to return the wrong item before receiving the replacement.
Missing Items
If any items from your order are missing upon delivery, report the discrepancy within 24 hours. Once verified against our dispatch records, we will either refund the missing items or include them in your next delivery free of charge.
Quality Below Expectation
If a product’s freshness, taste, or overall quality does not meet the standard you expect from certified organic produce, let us know within 48 hours. We evaluate these claims on a case-by-case basis and will offer a refund, store credit, or replacement depending on the situation.
Non-Returnable Items
Due to food safety regulations and the perishable nature of organic products, the following items cannot be returned once delivered:
- Products that have been opened, partially consumed, or cooked (unless reporting a quality or safety concern)
- Items reported more than 48 hours after delivery for non-perishables, or more than 4 hours for perishables
- Products purchased during clearance or flash sales marked as “final sale”
- Gift cards and store credit vouchers
- Personal care and baby care products that have been unsealed
If you believe a non-returnable item poses a health or safety risk, please contact us immediately. Safety concerns are always investigated regardless of time elapsed.
How to Request a Return
Follow these steps to submit a return or refund request:
Step 1: Document the Issue
Take clear photographs of the product showing the issue — damage, spoilage, incorrect labelling, or wrong item. Include a photo of the delivery packaging if relevant. Keep the product and packaging until your claim is resolved.
Step 2: Contact Our Team
Reach out to us through any of these channels with your order number and photographs:
- Phone: +977-1-4000000 (Mon–Sat, 7:00 AM – 8:00 PM)
- Email: hello@bioagri.com.np
- Contact form on our Contact page
Step 3: Resolution
Once we verify your claim, we will offer one of the following resolutions within 24 hours:
- Full refund to your original payment method (processed within 3–5 business days)
- Same-day replacement delivered at no extra charge
- Store credit added to your BioFresh account for future orders
Perishable Item Timelines
Different product categories have different reporting windows due to varying shelf lives and storage requirements:
| Product Category | Report Within | Resolution |
|---|---|---|
| Organic Vegetables & Fruits | 4 hours of delivery | Refund or same-day replacement |
| Dairy Products & Eggs | 4 hours of delivery | Refund or same-day replacement |
| Meat & Seafood | 2 hours of delivery | Refund or same-day replacement |
| Bakery | 4 hours of delivery | Refund or next-day replacement |
| Frozen Foods | 4 hours of delivery | Refund or same-day replacement |
| Grocery & Pantry | 48 hours of delivery | Refund, replacement, or credit |
| Herbs & Spices | 24 hours of delivery | Refund or replacement |
| Beverages | 48 hours of delivery | Refund or replacement |
| Baby Products | 48 hours of delivery | Refund or replacement |
| Household Items | 7 days of delivery | Refund or replacement |
| Personal Care | 7 days (sealed only) | Refund or replacement |
Refund Processing
Once a return request is approved, refunds are processed as follows:
- Digital wallets and mobile payments: Refunded within 24 hours
- Debit and credit cards: 3–5 business days, depending on your bank
- Bank transfers: 5–7 business days
- Cash on delivery orders: Refunded as BioFresh store credit or via bank transfer (your choice)
Delivery charges are refunded only when the return is due to an error on our part (wrong item, damaged during transit, or missing products). If you are returning an item due to personal preference or change of mind on non-perishable goods, the original delivery fee is non-refundable.
Frequently Asked Questions
Can I return a perishable item after 24 hours?
Perishable items such as fresh produce, dairy, meat, and seafood must be reported within their designated timeframe (see table above). Claims submitted after the window has passed will be reviewed on a case-by-case basis, but we cannot guarantee a refund for late reports.
Do I need to return the physical product?
For perishable goods, we do not require the product to be returned — photographic evidence is sufficient. For non-perishable items such as household products or sealed personal care items, we may arrange a pickup at no cost to you.
What if my entire order was incorrect?
In rare cases where the entire order is wrong, we will arrange an immediate re-delivery of your correct order and issue a full refund for the incorrect one. Contact our team right away so we can prioritise your case.
Can I exchange an item instead of getting a refund?
Yes. If you prefer a replacement over a refund, we will include the replacement product in your next delivery or arrange a same-day drop-off depending on availability and your location.
Are subscription or membership orders handled differently?
Subscription and membership orders follow the same return policy. If you have an active BioFresh membership, returns are processed with priority and you may also receive bonus store credits as part of our loyalty programme.
Need Help With a Return?
Our customer support team is available Monday through Saturday, 7:00 AM to 8:00 PM. We’re committed to resolving every concern quickly and fairly — your trust in BioFresh matters to us.