Hassle-free help for fresh produce.

1) Eligibility

You may be eligible for a replacement or refund if:

• Items are damaged, spoiled, or not usable on arrival
• Wrong items delivered (wrong fruit/vegetable or wrong quantity)
• Missing items from the order

2) Time window to report

• Please report issues as soon as possible after delivery.
• For best results, report within a few hours of delivery (fresh produce is time-sensitive).

(Adjust this time window to your real operations policy.)

3) Photos & verification

We may request photos of the item(s) to verify quality issues. This helps us improve vendor checks and delivery handling.

4) Replacement vs refund

Replacement

• Preferred when the same item is available.
• We may replace the affected items (not necessarily the entire order).

Refund

• Refund may be issued if replacement is not possible or not preferred by you.
• Refunds are typically processed to the original payment method.

5) Refund processing time

• Approval may be near-instant or may require review.
• Bank/wallet processing times can vary depending on your provider.

6) Non-refundable cases

Refunds or replacements may be denied if:

• Request is made too late after delivery (freshness window exceeded)
• Items were consumed, damaged after delivery, or stored improperly
• Repeated misuse/abuse of the refund system is detected

7) Cancellations

• Orders may be cancellable before dispatch (based on order status in-app).
• Once dispatched, cancellation may not be possible.

8) Support

Need help? Contact us at support@trawi.in or visit Contact.