Refund policy

Return & Refund Policy

Effective Date: 19 September 2026

At FarmSmart®, we are committed to delivering fresh, high-quality meat that is carefully selected, hygienically handled, freshly cut and delivered to your doorstep.

Since our products are fresh and perishable food items, we follow a specific return and refund policy to maintain food safety and hygiene standards.

1. No General Returns

Due to the perishable nature of fresh meat products, we do not accept returns or exchanges once the order has been delivered and accepted by the customer.

We request customers to check the order at the time of delivery and immediately report any issue to our customer support team.

2. When Can You Request a Refund or Replacement?

You may contact us if:

  • You received a wrong product or an item different from what you ordered.

  • An item is missing from your order.

  • The delivered quantity is significantly different from the quantity ordered.

  • The packaging is damaged, leaking or appears tampered with at the time of delivery.

  • You receive a product that appears to have a quality or freshness issue.

  • The product does not match the specifications or customization confirmed in your order.

  • There is any other genuine issue related to the fulfillment of your order.

All complaints will be reviewed by the FarmSmart team before a refund or replacement is approved.

3. Time Limit for Raising a Complaint

For quality, freshness, packaging, wrong-item or missing-item complaints, customers must contact FarmSmart within 2 hours of delivery.

For missing items or incorrect products, please report the issue as soon as possible.

Because our products are fresh and perishable, complaints raised after the specified period may not be eligible for a refund or replacement.

4. Photo/Video Evidence

For certain complaints, FarmSmart may request:

  • Photograph of the product received

  • Photograph of the packaging

  • Photograph of the order/invoice

  • Short video showing the issue, where applicable

This information helps us investigate the complaint and improve our quality and delivery processes.

Customers should not consume the product if they believe there is a food-quality or safety concern.

5. Refund Options

If a complaint is approved, FarmSmart may provide one of the following, depending on the nature of the issue:

  • Full or partial refund

  • Replacement of the affected item

  • Store credit

  • Refund of the affected product value

The resolution will depend on the specific circumstances of the complaint.

6. Refund Processing

Once a refund is approved, the refund will be initiated to the original payment method, wherever applicable.

The time taken for the amount to reflect in the customer's account may depend on the payment gateway, bank or payment service provider.

For Cash on Delivery orders, FarmSmart may contact the customer to arrange an appropriate refund method.

7. Order Cancellation

Orders may be cancelled before processing or preparation begins, subject to FarmSmart's confirmation.

Once an order has been accepted for preparation, cutting, packing or dispatch, cancellation may not be possible because the products are prepared specifically for the customer's order.

Customized cuts may be subject to additional cancellation restrictions once preparation has started.

8. Customized Cuts

FarmSmart offers customized meat cuts based on customer requirements.

Once a customized order has been prepared according to the customer's confirmed instructions, returns or cancellations due to a change of preference may not be accepted.

However, if FarmSmart has made an error in preparing the confirmed order, the customer may contact us within the applicable complaint period.

9. Incorrect Address or Customer Unavailability

Customers are responsible for providing accurate delivery details and being available to receive the order.

If an order cannot be delivered because of:

  • Incorrect or incomplete address

  • Customer being unavailable

  • Customer refusing to accept the order

  • Failure to respond to delivery calls

  • Any other issue attributable to the customer

FarmSmart may not be able to provide a refund, particularly where the product has already been prepared or dispatched.

10. Delivery Delays

We make reasonable efforts to deliver orders within the estimated delivery time.

In the event of an unexpected delay caused by traffic, weather, operational issues, delivery-partner issues or circumstances beyond our reasonable control, please contact our support team.

Where the delay materially affects the quality or safety of the product, FarmSmart will review the matter and determine an appropriate resolution.

11. Food Safety

FarmSmart follows applicable food safety and hygiene requirements while handling, preparing, packing and delivering food products.

Customers should refrigerate the product promptly after delivery and follow appropriate food-storage and cooking practices.

If you believe that a product presents a food safety concern, do not consume it and contact FarmSmart immediately.

12. How to Raise a Complaint

To report an issue with your order, please contact FarmSmart through our available customer support channels and provide:

Order ID:
Registered mobile number:
Issue description:
Photographs/videos, if applicable:

Our team will review the complaint and communicate the resolution.

13. Policy Changes

FarmSmart reserves the right to modify or update this Return & Refund Policy from time to time. Any changes will be published on this page with the revised effective date.

FarmSmart® – Meat, The Fresh!

Fresh. Carefully Selected. Hygienically Handled. Delivered to Your Door.