2026 Harvest Is Live — picked fresh in Kinnaur & Shimla| Free Delivery Across India|Bulk Orders: +91 82198 70604
Refund & replacement policy
If something's wrong, we make it right
Fresh fruit travels a long way from our hills to your door. Almost every box arrives perfectly — and when one doesn't, one short unboxing video is all we need to fix it.
The one rule
Claims are settled with an unboxing video. Photographs alone cannot be accepted — they can be edited, downloaded or generated. Film the sealed box being opened and we'll put it right, usually the same day. Without a video we can still review your case, but we may need to ask more questions first.
How a claim works
Four steps, usually settled within a day
Step 1
Film the unboxing
Start recording with the box still sealed. Show the shipping label, cut the tape, and open it in one continuous shot.
Step 2
Send it on WhatsApp
Send the video and your order number to +91 82198 70604 within 24 hours of delivery.
Step 3
We review it
A person watches it — usually the same day — and confirms what we'll do. We reply within 24 hours.
Step 4
Replaced or refunded
Your choice: replacement fruit with your next dispatch, or money back for the affected fruit.
Filming tip — it takes twenty seconds. Show the shipping label, show the box is still sealed, then cut the tape and open it without stopping the recording. One clear video means we can settle your claim the moment we watch it.
Why video, not photos
We used to accept photographs. We stopped, for a simple reason: an image proves almost nothing now. It can be edited, taken from a search result, or generated by AI in seconds — and we have no way to tell.
A single continuous video of a sealed box being opened is different. It shows the parcel arrived sealed, shows the packing, and shows the fruit as it actually was on the day. It protects honest customers from being doubted, and it means we can approve genuine claims immediately instead of asking questions.
What's covered — and what isn't
Both lists are exact, so there's nothing to argue about later
We replace or refund
Damaged fruit on arrival — crushed, split, leaking or badly bruised in transit
Spoiled or rotten fruit on the day of delivery
A damaged, opened or tampered box
The wrong item — not the variety or size you ordered
A lost or undelivered box — full refund or full replacement
Spoilage caused by courier delay, including monsoon delays
Not covered
Claims supported only by photographs. We need video to settle a claim
Video that starts after the box is already open, or is cut, edited or paused
Claims made more than 24 hours after delivery
Taste preference — sweetness and tartness vary tree to tree
Natural appearance — our fruit is wax-free, so it won't shine, and sizes vary
Fruit stored badly after delivery — it needs a cool, dark spot
Change of mind once picking has begun
Boxes returned undelivered (RTO) due to a wrong address, unreachable phone, or nobody available to receive
How much you get back
We refund by the share of the box affected, not by a fixed count — apple sizes vary with each picking
Up to 40%A few affected
Refund for the affected fruit
We refund pro-rata — the value of the damaged fruit as a share of your box. If a few apples are affected, we refund those few, not the whole box. You keep and enjoy the rest.
41–60%Around half
Your choice
Either a pro-rata refund for the affected fruit, or a complete replacement box sent free with our next dispatch to your area. You decide which.
Over 60%Most of the box
Full refund or full replacement
At that point the box has failed and we won't part-refund it. Full refund or a complete replacement box — whichever you prefer.
Lightly pressed fruit
Half the value of the affected fruit. Pressed apples are still good to eat but won't keep as long — eat those first.
Box lost or undelivered
Full refund or full replacement. No video needed — the courier record is the evidence.
If the season has ended
If that variety's harvest window has closed, a replacement isn't possible and we'll refund instead. We won't promise fruit we can't pick.
The details
Claim window
24 hours from delivery, with the unboxing video.
Our response
Within 24 hours. Approved refunds are processed within 48 hours.
Refund method
Back to your original payment method. Cash-on-delivery orders are refunded by UPI. Banks take 5–7 working days.
Replacements
Sent with the next harvest dispatch to your area, at no cost.
Returns
Never required. Fruit is perishable — we will not ask you to courier anything back.
Cancellations
Free any time before your harvest window begins. Once picking starts, the fruit was harvested for you and the order cannot be cancelled.
Part of your order missing
If an item from your order doesn't arrive, tell us and we'll refund or resend that item in full. No video needed — our dispatch record is the evidence.
Wrong address or phone number
Please check your address and phone number carefully at checkout. If a box is returned to us because the address was incorrect, the phone was unreachable, or nobody was available to receive it, we are unable to refund it. The fruit was picked for your order and cannot survive a return journey or be sold again.
Refused or undelivered (RTO)
A box refused at the door, or returned undelivered after the courier's attempts, cannot be resold or sent back to the orchard. These are not refundable. If you know you'll be away, message us before your harvest week and we'll hold your order for a later dispatch.
If we can't reach you
We'll try WhatsApp, phone and email. If there's no reply within 7 days of us opening a claim, we'll close it — but you can reopen it any time by messaging us.
Delays beyond our control
Landslides, road closures, floods, strikes and extreme weather are part of shipping from the Himalayas. We'll keep you informed and cover spoilage caused by such delays, but we can't compensate for the delay itself.
Cancellation requests
We acknowledge every cancellation request within 24 hours. If your harvest window hasn't begun, the order is cancelled and refunded in full.
Repeated claims
We keep a record. Accounts with a pattern of claims may be asked for additional evidence or declined.
Governing jurisdiction
This policy is governed by the laws of India. Any dispute is subject to the jurisdiction of the courts and consumer forums at Shimla, Himachal Pradesh.
Common questions
Why do you only accept video, not photos?
A photograph can be edited, borrowed from the internet, or generated by AI in seconds. A single continuous video of the sealed box being opened cannot. It protects honest customers from being doubted, and protects us from claims that aren't genuine.
What exactly should the video show?
Start recording before you open anything. Show the shipping label, show the box is still sealed, then cut the tape and open it in one continuous shot without stopping the recording. Then film the affected fruit. Twenty to forty seconds is enough.
What if I already opened the box before filming?
Message us anyway. Without a video we can't settle a claim straight away, but we will still review it — we may ask for photographs, the courier's condition note, and a description of what happened. Filming the unboxing simply makes it immediate.
How much do I get back?
We refund pro-rata for the fruit affected, as a share of your box — if a few apples are damaged we refund those few, not the whole box. If more than 40% of the box is affected you can choose a pro-rata refund or a free replacement box, and over 60% we refund or replace in full.
Is lightly pressed fruit covered?
Partly. Pressed apples are still good to eat but won't keep as long, so we refund half the value of the affected fruit. Fruit that is split, crushed, leaking or rotten is refunded in full.
How long do I have to claim?
24 hours from delivery. Fruit changes fast — a video on day one shows how it travelled, by day four it shows how it was stored.
Can I cancel my order?
Yes, free of charge, any time before your harvest window begins. Once we have picked fruit for your order it cannot be cancelled, because it was harvested specifically for you and cannot go back on the tree.
How long does a refund take?
We respond within 24 hours and approve within 48. Once approved, banks take 5–7 working days. Cash-on-delivery orders are refunded by UPI.
Something wrong with your box?
Send your unboxing video and order number now. A real person replies within 24 hours.
