Refund Policy

Return, Exchange & Refund Policy

Last updated: 22 July 2026

Terra Fresh is a brand operated by Serene Fresh LLP, a Limited Liability Partnership registered in India. In this policy, “Terra Fresh”, “we”, “us”, and “our” refer to Serene Fresh LLP operating under the Terra Fresh brand.

At Terra Fresh, every order of fresh and exotic fruits is hand-picked, quality-checked, and carefully packed before dispatch. Since our products are fresh and perishable, we follow the policy below to ensure a fair resolution for genuine delivery-related issues.

Returns and Exchanges

Because fruits are perishable products, we do not accept returns or exchanges for:

  • Change of mind

  • Taste preference

  • Natural variation in colour, size, ripeness, or appearance

  • Delay in consuming or refrigerating the product after delivery

  • Orders for which no issue is reported within the required reporting period

A return, replacement, refund, or other resolution may be offered only in the following cases:

  • Damaged product: The product arrived crushed, spoiled, rotten, leaking, or otherwise unfit for consumption.

  • Wrong product: The item delivered is materially different from the item ordered.

  • Missing item: An item paid for in your order was not delivered.

How to Raise a Claim

To request a resolution, please contact us within 24 hours of delivery.

Please provide:

  • Your Order ID

  • Clear photographs of the product, outer packaging, and delivery package

  • An unboxing video, where available

  • A brief description of the issue

You may contact us through our Contact page, by replying to your order confirmation email, or using the contact details below.

Claims submitted after 24 hours of delivery may not be eligible because fresh produce can naturally deteriorate over time after delivery.

Claim Review

Our team will review the information provided and may request additional details where necessary. We aim to respond to eligible claims within 24 to 48 hours of receiving complete information.

Approval of a claim is subject to verification of the reported issue. We may decline a claim where the evidence is insufficient, the product was improperly stored after delivery, or the claim does not fall within this policy.

Resolution Options

Where a claim is approved, Terra Fresh may offer one of the following resolutions, depending on product availability, delivery location, and the nature of the issue:

  • A free replacement of the affected item(s), delivered on the next available delivery date; or

  • A full or partial refund for the affected item(s).

The refund or replacement applies only to the affected item(s), unless we determine that the entire order was materially affected.

Refund Timelines

  • Approved refunds are processed within 7 to 10 business days.

  • Refunds will ordinarily be made to the original payment method used for the order.

  • Your bank, card issuer, UPI provider, or payment gateway may require additional time for the amount to appear in your account.

  • For Cash on Delivery orders, where applicable, refunds may be issued by bank transfer or store credit after verification of the required details.

Order Cancellations

  • Orders may be cancelled free of charge before dispatch.

  • To cancel an order, contact us as soon as possible and provide your Order ID.

  • Once an order has been dispatched, it cannot ordinarily be cancelled because fresh produce is packed specifically for each order.

  • If an order cannot be delivered because of an incorrect address, unavailable recipient, or failure to respond to delivery attempts, a refund may not be available for perishable items.

Contact Us

For questions, claim requests, cancellations, returns, replacements, or refunds, contact:

Serene Fresh LLP (operating as Terra Fresh)
Email: hello@myterrafresh.com
Phone: +91 9326910012
Registered Address: B 504, B Wing, Shankar Dham S.R.A. CHS Ltd., Nehru Road, Opp. Vakola Masjid, Beside P & T Colony, Santacruz East, Mumbai, Maharashtra - 400055, India.