Return & refund policy

RETURN & REFUND POLICY – URBAN FRESH

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

1. No Return Policy for Perishable Goods

Due to the perishable nature of seafood, agriculture produce, and FSSAI Food Safety guidelines, Urban Fresh does not accept returns or exchanges once an order has been delivered and accepted by the customer.

Seafood and fresh produce cannot be resold once delivered due to hygiene, safety, and quality control reasons. We request you to not place an order if you do not agree with this policy.

2. Eligibility for Refund / Replacement

You are eligible for a 100% refund or free replacement only under these specific conditions:
Situation What You Must Do Resolution
Spoiled/Damaged on Delivery Record unboxing video within 2 hours of delivery showing smell, color, texture issue 100% refund or free replacement on next order
Wrong Item Delivered Send photo of received item + order ID within 2 hours Free replacement + ₹50 Urban Cash
Missing Items in Order Report missing items within 2 hours with unboxing video Refund for missing item value or add to next order
Order Cancelled by Us No action needed – includes No Catch Day, weather ban, quality fail 100% auto-refund in 3-5 business days
Packaging Damaged If ice packs are fully melted or box is torn – share video 100% refund if cold chain is broken
Important: Claims reported after 2 hours of delivery cannot be accepted. Seafood quality deteriorates quickly once out of our cold chain.

3. How to Raise a Quality Complaint

  1. Step 1: Record a clear unboxing video as soon as you receive the order. Do not cut the video
  2. Step 2: WhatsApp video + Order ID to +91-XXXXXXXXXX or email support@urbanfresh.co within 2 hours
  3. Step 3: Our quality team will verify within 4 working hours
  4. Step 4: Approved claims get instant Urban Cash credit or refund initiated

Note: Do not discard the product until our team confirms. We may arrange pickup for quality inspection in select cities.

4. Order Cancellation by Customer

Order Status Cancellation Allowed Refund Amount
Before Dispatch Yes, via App/Website or Call 100% refund for Prepaid, COD – no charge
After Dispatch No No refund. Perishable item already in transit
Bulk Orders ₹5000+ Only 24 hours before dispatch 90% refund, 10% processing fee deducted
To cancel before dispatch: Go to App > My Orders > Cancel Order OR Call +91-XXXXXXXXXX.

5. Refund Process & Timeline

  1. Urban Cash: Instant credit for approved claims. Use on next order. 1 Urban Cash = ₹1
  2. UPI/Bank Transfer: 3-5 business days after refund approval
  3. Credit/Debit Card: 5-7 business days, depending on bank
  4. COD Orders: Refund via UPI/Bank transfer only. Share details with support

If refund is not received in the stated timeline, email grievance@urbanfresh.co with transaction details.

6. Non-Refundable Cases

We will NOT provide refund in these situations:

  1. Customer Unavailable: 3 failed delivery attempts = order cancelled, only 50% refund for prepaid orders
  2. Incorrect Address: If delivery fails due to wrong/incomplete address given by customer
  3. Late Complaint: Quality issue reported after 2 hours of delivery
  4. No Video Proof: Claims without unboxing video for spoiled/damaged items
  5. Taste Preference: If you do not like the taste, size, or appearance but product is not spoiled
  6. Delayed Cooking: Seafood spoilage due to delayed refrigeration after delivery
  7. Force Majeure: Delivery delays due to cyclones, roadblocks, strikes – 12-Hour Promise suspended

7. Partial Refunds

If only part of your order is affected:

  1. Example: You ordered 1 KG Prawns + 1 KG Fish. Prawns are spoiled.
  2. Resolution: Refund for 1 KG Prawns only. You keep the fish if quality is good.
  3. Urban Cash will be credited for the exact value of affected item.

8. Export Order Refunds – B2B

  1. Sample Approval: B2B buyers must approve pre-shipment samples. No refund after shipment
  2. Quality Dispute: Must be raised within 24 hours of receiving at destination port with surveyor report
  3. MPEDA Standards: Refunds only if product fails MPEDA/FSSAI export standards, proven by lab test
  4. Payment Terms: Advance payments are non-refundable if buyer cancels order after processing begins

9. Compensation for Delay

If we fail our “12-Hour Fresh Promise” by more than 2 hours without force majeure reason:

  1. Auto Credit: ₹50 Urban Cash per order credited within 24 hours
  2. Applies To: Only Tier 1 cities – Hyderabad, Vizag, Vijayawada
  3. Exclusions: No compensation on No Catch Days or weather ban days

10. Contact for Refunds

Refund Support: 9:00 AM – 9:00 PM, All days
WhatsApp: +91-7981848884- Fastest response for video claims
Email: refunds@urbanfresh.co
Grievance Officer: Pala V K Rajyalakshmi | grievance@urbanfresh.co

Registered Address:
Villageguru Innovations Pvt Ltd,
Vodalarevu Village, Amalapuram,
East Godavari Dist, Andhra Pradesh – 533210