Return Policy
HOW CAN I CANCEL MY ORDER?
Perishable food products cannot be returned. All items from Balai Mart are sold on a non-returnable basis unless defective. Please check that all items received are what you have ordered. If you have received an INCORRECT item DO NOT OPEN IT. We will not accept any returns or provide refunds of items that have been opened, tampered with or not in their original condition.
For instances where a product is defective, damaged or contaminated, you may contact us to request a return or replacement of your purchase within 24 hours of receiving your shipment for a refund or exchange.
Refund or exchange is not eligible on the following conditions:
- Change of mind.
- Incorrect orders made by the recipient.
- If a request is initiated after days of order delivery.
If you wish to cancel the order or part of it you can do so on call prior to delivery.
In such cases, the order will be canceled and will initiate the refund within 2 to 7 working days post the cancellation request.
HOW LONG DOES THE RETURN PROCESS TAKE?
Pick-up of the product will be done within 24-48 hours of you raising a return request. Please keep the product ready and our delivery partner will arrive for pick-up with necessary documentation.
HOW DO I INITIATE A RETURN?
Send a message to us via Balai Mart Facebook Messenger or send an email to balaimart@fruitasholdings.com.
HOW CAN I TRACK MY RETURN STATUS?
Once we have received your returned order, we'll take the necessary action and we'll update you through email.
WHEN AND HOW CAN I GET A REFUND?
- In case of cancellation before shipment, we will process the refund within 48 business hours after receiving the cancellation request.
- In case of cancellation requests for orders already shipped, refunds will be initiated after the product is delivered back to us and the quality of the products are verified.
- Within 7-10 business days from the day of initiating the refund, you should receive a refund via the initial method of payment used to place the order.
- For COD orders, please mention your bank account details for crediting the refund amount.
CAN I RETURN PART OF MY ORDER?
Yes. A return can be created at an item level. You can initiate a return/replacement/refund for any individual item by following the process mentioned under.
Within days of receiving the order, follow one of the following steps:
Step 1: Contact our Customer Support team via email on balaimart@fruitasholdings.com or on Facebook Messenger.
Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly share an image of the product and the invoice for our reference through email.
Step 3: We will be responsible to pick the item from you. We will initiate the refund or replacement process only if the products are received by us in their original packaging with their seals, labels and barcodes intact.
If it is a case of replacement, it is subject to the availability of stock. In cases when a replacement may not be available, we will refund you the full amount.
HOW WILL I GET REFUNDED FOR THE RETURNED ORDERS AND HOW LONG WILL THIS PROCESS TAKE PLACE?
- In case of cancellation before shipment, we will process the refund within 24 business hours after receiving the cancellation request.
- In case of cancellation requests for orders already shipped, refunds will be initiated after the product is delivered back to us and the quality of the products are verified.
- Within 7-10 business days from the day of initiating the refund, you should receive a refund via the initial method of payment used to place the order.
- For COD orders, please mention your bank account details for crediting the refund amount
