latest update: 09/05/2025

Refund and Cancellation Policy

This Refund and Cancellation Policy outlines the conditions under which you may cancel your order or request a refund for products purchased through our platform.

General Principles

  • Meat, seafood, and related products are highly perishable. For health, hygiene, and food safety reasons, once delivered, such products cannot be returned.

  • Refunds or cancellations are therefore governed by strict timelines, described below.

Order Cancellation

  • Before dispatch:
    Customers may cancel an order within 5 minutes of placing it, or until the order is confirmed by the vendor/partner, whichever is earlier. A full refund will be issued to the original payment method. Orders in Processing status may also be cancelled with a valid reason (such as wrong item ordered, change in quantity, or unsuitable delivery time).

  • After dispatch:
    Orders cannot be cancelled once the vendor has handed over the items for delivery. However, customers may request cancellation/refund within 60 minutes after delivery only in cases of misorder (wrong item delivered) or spoiled meat. Requests beyond this timeframe will not be eligible.

  • Bulk or scheduled orders:
    Orders scheduled in advance must be cancelled at least 12 hours prior to delivery time to be eligible for refund.

Refunds

Refunds may be issued under the following situations:

  1. Non-availability of item(s):
    If an ordered item is unavailable or out of stock, the amount will be refunded.

  2. Failed delivery:

    • If delivery cannot be completed due to our fault (e.g., rider unavailability, operational failure), a full refund will be processed.

    • If delivery fails due to incorrect address, unreachable phone, or customer unavailability, refund will not apply.

  3. Quality concerns:

    • If you receive a product that is spoiled, damaged, or not as described, you must report it within 1 hour of delivery, with clear photo/video evidence through the app or support email.

    • After verification, we will issue a replacement or refund at our discretion.

  4. Payment failures:
    If your payment is charged but the order is not confirmed, the amount will be automatically refunded to your source account

Timelines

  • Refunds to cards, wallets, or UPI usually take 5–7 business days, subject to the bank/payment gateway.

  • Refunds to the app wallet/credits (if applicable) are processed instantly.

No-Refund Situations

  • Change of mind after delivery.

  • Minor variations in weight or size (fresh products are approximate by nature).

  • Delays due to factors outside our control (traffic, weather, force majeure).

How to Request Refund/Report Issue

  • Email: service@fisshemart.com or Whatsapp +91 80564 08077

  • Provide order ID, issue details, and supporting evidence (if applicable).

Grievance redressal

We appoint a Grievance Officer as required by law.

Grievance Officer: [Name]
Email: [grievance@domain]
Address: [Office address]

Complaints are acknowledged within 48 hours and resolved within one month (or within 15 days if covered by IT Rules).