Refund & Cancellation Policy

Effective Date: July 2026

Welcome to VegCrop HORECA (horeca.vegcrop.in), operated by VegCrop Agro Products Pvt. Ltd. This Refund & Cancellation Policy explains the conditions under which orders may be cancelled, modified, replaced, or refunded.

As our products are frozen food items that require continuous cold-chain storage at -18°C, this policy has been designed to protect product quality, food safety, and customer satisfaction.

1. Order Cancellation

Before Order Dispatch

Customers may cancel their order before it has been dispatched from our warehouse.

If payment has already been made, the amount will be refunded to the original payment method within 5–7 business days, subject to payment gateway and banking timelines.

After Dispatch

Once an order has been dispatched from our warehouse or handed over to our refrigerated delivery vehicle, cancellation requests cannot be accepted because frozen food products cannot be returned to inventory while maintaining food safety standards.

2. Order Modification

Customers may request changes to:

• Products

• Quantities

• Delivery date

• Delivery address (within our service area)

only before dispatch.

Once an order has been dispatched, modifications may not be possible.

3. Returns

Due to the perishable nature of frozen food products and strict food safety regulations:

VegCrop does not accept returns of products that have been delivered and accepted by the customer.

Returns are accepted only under the following circumstances:

• Wrong product delivered

• Incorrect quantity supplied

• Product damaged during transportation

• Packaging found damaged at the time of delivery

• Product received in thawed condition due to cold-chain failure during delivery

• Manufacturing defect verified by VegCrop

Any issue must be reported at the time of delivery or within 2 hours of receiving the shipment, along with clear photographs or videos showing the issue.

4. Refund Eligibility

Refunds may be approved only in the following cases:

• Order cancelled before dispatch.

• Product unavailable after payment.

• Verified delivery error by VegCrop.

• Verified manufacturing defect.

• Verified cold-chain failure during transportation.

• Duplicate payment or payment processing error.

Refunds will not be provided for:

• Change of mind after dispatch.

• Improper storage by the customer.

• Products stored above -18°C after delivery.

• Products that have been opened, partially consumed, or repackaged.

• Orders refused at delivery without a valid quality-related reason.

5. Replacement Policy

Where applicable, VegCrop may choose to provide a replacement instead of a refund.

Replacement requests are considered for:

• Wrong product supplied

• Damaged packaging

• Manufacturing defects

• Cold-chain failure during delivery

Replacement is subject to product availability.

6. Delivery Inspection

Customers are requested to inspect the shipment immediately upon delivery.

Please verify:

• Product quantity

• Product condition

• Packaging integrity

• Frozen condition of products

Any discrepancies should be reported immediately to the delivery representative or to VegCrop Customer Support.

Claims raised after the products have been accepted and stored may not be eligible for replacement or refund.

7. Cold Chain Responsibility

All VegCrop frozen products must be stored at -18°C or below immediately after delivery.

VegCrop shall not be responsible for any loss of product quality arising from:

• Improper storage

• Power failure at customer premises

• Re-freezing thawed products

• Mishandling after delivery

• Temperature abuse

8. Refund Processing

Once a refund request has been approved, refunds will be processed through the original payment method.

Typical processing time:

• UPI: 2–5 business days

• Credit/Debit Cards: 5–7 business days

• Net Banking: 5–7 business days

• Bank Transfer (where applicable): 5–7 business days

Actual credit timelines may vary depending on the customer's bank or payment service provider.

9. Business (B2B) Orders

Large HORECA, institutional, catering, hotel, restaurant, café, cloud kitchen, and corporate orders may be governed by separate commercial agreements.

Where a signed agreement exists, its terms shall prevail over this policy.

10. Contact Us

For cancellation, replacement, or refund assistance, please contact:

VegCrop Agro Products Pvt. Ltd.

Customer Support

Phone: +91 8169109062

Email: sales@vegcrop.in

Address:

K7/D, Kothari Warehouse No. 3 CHS Ltd.

Tikujiniwadi Road, Manpada

Thane West – 400610

Maharashtra, India

11. Policy Updates

VegCrop reserves the right to modify this Refund & Cancellation Policy at any time without prior notice.

The latest version will always be available on horeca.vegcrop.in.

By placing an order through our website, you acknowledge that you have read, understood, and agreed to this Refund & Cancellation Policy.