Fresh By Brham: Returns, Replacements & Cancellation Policy

A. FIRST, HOW WE WORK

1. We cut only after you order.
2. Your chicken, mutton or fish is not sitting portioned on a shelf waiting for a buyer. The whole bird and the whole fish come in fresh, and the cut is made when your order comes in.
3. That is why our food is fresher. It is also why an order cannot be stopped once it has gone into production. Once a custom cut has been made for your order, we cannot put it back into stock and sell it to someone else as perishable, hygiene-controlled fresh food products cannot be re-stocked.
4. We would rather explain that openly than hide it in small print.

B. IF SOMETHING IS WRONG WITH YOUR ORDER

If anything we deliver is not right, we will replace it.

1. What is covered:

1. The product is spoiled, off, stale, discoloured, or not fresh
2. The wrong item or the wrong cut was delivered
3. Something is missing from your order
4. The packaging is damaged, broken, unsealed, or has leaked
5. The pack weighs less than the weight you ordered (subject to Section C below)
6. Your order arrived so late that the quality, safety, or freshness of the food was affected
7. The product fails to conform with applicable Food Safety and Standards Authority of India (FSSAI) standards or hygiene norms

2. How to tell us:

Please contact us the same day you receive your order:

Please share clear photographs or short video footage of the affected item, package seal, and outer product label showing the batch and pack details. This allows our quality assurance team to immediately verify the issue, initiate redressal, and prevent recurring quality failures.

3. What we will do:

1. Upon preliminary verification of your complaint, we will replace the item on your next delivery slot, or sooner if we can.
2. If an exact replacement item is out of stock or unavailable, we will replace the product with an alternative item of equivalent monetary value.
3. Our remedy is a replacement rather than a refund.
4. None of this affects your statutory rights under the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020. If you are not happy with how we have handled a complaint, you can escalate the matter to our designated Grievance Officer in accordance with Section F below, and subsequently approach the appropriate Consumer Disputes Redressal Commission or the National Consumer Helpline (NCH).

C. WEIGHT ASSURANCE AND WEIGHT SHORTFALLS

1. Fresh food cannot be cut to an exact round number. A piece of fish or a cut of mutton will never land precisely on the weight you selected.
2. So, we keep it simple. You get the weight you ordered, or a little more. Never less.
3. If a pack comes in over, that is on us. You are not charged for the difference, then or later.
4. The actual gross and net weight is shown on the pack label and on your invoice.
5. If a delivered pack ever arrives below the net weight ordered, please notify us on the same day. We will immediately offer you a replacement.

D. CHANGING OR CANCELLING AN ORDER

1. Because fresh meats and seafood are cut on demand, once an order is placed, it cannot be changed, rescheduled or cancelled on our website or app.
2. To change, reschedule or cancel an order, please call our customer care team on 022 6666 9999, between 7:30 AM and 7:30 PM. Our team will help you on the call and will tell you if any permissible charge applies.
3. Once an order has gone into production it cannot be cancelled. We cut only after you order, so those cuts are made specifically for you and cannot go back into stock.
4. A reasonable delivery or handling charge may also apply if delivery fails due to customer-side causes, including:
   1. The delivery address provided was inaccurate, incomplete, or outside our designated delivery service area;
   2. Our delivery executive was unable to contact you on your registered phone number after reasonable attempts at the time of delivery; or
   3. Delivery could not be completed due to premises access restrictions, gated community entry refusals, or lack of necessary delivery instructions.
5. If we cancel your order, or if cancellation occurs due to operational delay, inventory unavailability, delivery failure, or default on our part, you will be charged nothing.
6. Where you have already paid and a charge applies, our team will tell you the amount on the call and adjust the balance for you.
7. We may suspend or close an account where there is a demonstrated pattern of repeated cancellations, misuse of this Policy, or suspected fraud. If we do, we will give you prior written notice stating the specific reasons and allow you an opportunity to respond before final deactivation.

E. AMENDMENTS TO THIS POLICY

1. We may update this Policy from time to time. The date at the top tells shows when it last changed. If a change materially affects your rights or obligations, we will notify you 12 hours before the change takes effect via email, SMS, or prominent notification on our platform.

F. Customer Care & Grievance Redressal Officer

Phone: 022 6666 9999 (7:30 AM to 7:30 PM, all days)
Email: support@freshbybrham.com

If your complaint is not resolved satisfactorily by customer care, or within 48 hours of submission, you may escalate the grievance to our appointed Grievance Officer using the contact details above: