Cancellation &Return policy

Here is the Order Cancellation Policy for Urban Fresh. Critical for seafood E-commerce because we deal with live catch and daily procurement.

ORDER CANCELLATION POLICY – URBAN FRESH

Last Updated: 17 June 2026
Website: http://www.urbanfresh.co
Company: Villageguru Innovations Private Limited
Brand: Urban Fresh

1. Cancellation by Customer

A. Before Dispatch – Full Cancellation Allowed

  1. Time Window: You can cancel your order at any time before it is “Dispatched” from our Vodalarevu processing center
  2. How to Cancel: App > My Orders > Select Order > Cancel Order OR Call +91-XXXXXXXXXX OR WhatsApp us
  3. Refund:
  • Prepaid Orders: 100% refund to original payment method in 3-5 business days
  • COD Orders: No charges. Order will be cancelled immediately
  1. Confirmation: You will receive SMS/Email confirmation within 10 minutes of cancellation

B. After Dispatch – No Cancellation
Once your order status changes to “Dispatched” or “Out for Delivery”, cancellation is not possible.

Reason: Seafood is a highly perishable item. Once packed with ice and shipped in our cold chain, it cannot be restocked or sold to another customer due to FSSAI food safety guidelines. Dispatch typically happens within 2-4 hours of order placement as per our 12-Hour Fresh Promise.

C. Bulk Orders Above ₹5000

  1. Cancellation Window: Allowed only up to 24 hours before scheduled dispatch time
  2. Processing Fee: 10% of order value will be deducted as processing and procurement cost
  3. Refund: 90% refund in 5-7 business days
  4. Reason: Bulk orders trigger special boat procurement and dedicated reefer vehicle booking

2. Cancellation by Urban Fresh

We reserve the right to cancel your order under these circumstances with 100% refund:
Reason for Cancellation When We Inform You Refund Timeline
No Catch Day By 9:00 AM on delivery day Instant Urban Cash OR 3-5 days to bank
Cyclone / Weather Ban Immediately when fishing ban announced 100% refund in 24 hours
Quality Fail at Source Before dispatch if temp/storage issue found 100% refund + ₹100 Urban Cash apology
Undeliverable Address Within 2 hours of order placement 100% refund if not yet procured
Stock Unavailable Within 1 hour if specific fish not available 100% refund or option to substitute
Suspicious Order Immediately for fraud prevention 100% refund after verification
Note: If we cancel, you will receive SMS/WhatsApp with reason + refund status. No cancellation fee charged.

3. Partial Cancellation

  1. Before Dispatch: You can remove individual items from your order via App or by calling support. Refund for cancelled items only
  2. After Dispatch: Partial cancellation not allowed. You must accept full order or refuse delivery
  3. Refused Delivery: If you refuse to accept a dispatched order, it is treated as “Customer Unavailable” – 50% refund for prepaid orders, COD orders cancelled with no charge

4. Subscription Orders – Pause/Cancel

If you are on Urban Fresh Weekly/Monthly Subscription:

  1. Pause: Skip next delivery up to 12 hours before dispatch – no charge
  2. Cancel Subscription: Anytime from App. Future deliveries stopped. No refund for already dispatched orders
  3. Modification: Change fish type, quantity, address up to 12 hours before dispatch

5. Non-Cancellation Scenarios

We cannot cancel and no refund will be provided if:

  1. Order is already “Out for Delivery” with delivery partner
  2. Customer was unreachable for 3 delivery attempts
  3. Delivery delayed due to traffic/weather but product is fresh on arrival
  4. Customer dislikes taste/size but product meets quality standards

6. How Refunds Work for Cancellations

Payment Mode Refund Method Timeline
UPI / Net Banking Back to source account 3-5 business days
Credit / Debit Card Back to card 5-7 business days
Wallet – Paytm/PhonePe Back to wallet 1-3 business days
COD UPI/Bank transfer after sharing details 3-5 business days
Urban Cash Used Credited back to Urban Cash wallet Instant
Important: Bank delays are not under our control. If refund not received in stated time, email refunds@urbanfresh.co with Order ID and transaction screenshot.

7. Contact for Cancellation

Cancellation Support: 9:00 AM – 9:00 PM, All days
Instant Cancel: Urban Fresh App > My Orders
Call/WhatsApp: +91-XXXXXXXXXX – Fastest for pre-dispatch cancel
Email: cancellations@urbanfresh.co

Grievance Officer: Pala V K Rajyalakshmi | grievance@urbanfresh.co
Registered Address: Villageguru Innovations Pvt Ltd, Vodalarevu Village, Amalapuram, AP – 533210