Order cancellation policy:
Orders received from customers trigger a series of measured steps that make it possible to fulfil your requirements. Farmers within our network are notified and the choicest of plucked mangoes that are checked for size and quality are picked to be packed as your order. To ensure we deliver the best service to you, this packing process takes place as swiftly as possible so that the mangoes go straight from the farmers hands into yours. To ensure that the farmers get their dues on time, they are paid for plucked mangoes right after your order and payment is received.
Due to the irreversibility of this process, it is impossible to cancel an order once it is received from your end. Under special circumstances, and this is totally at the discretion of the farmers, orders can be postponed if prior written notification is received from the customer’s end. However in most cases, orders once received shall be processed for plucking and packing without the possibility of any cancellation.
The delicate and perishable nature of mangoes makes the transport of our produce an immensely challenging task. While we are working with the industry’s best supply chain providers, we are bound by the natural shelf-life of our mangoes. Mangoes cannot be naturally stored for long durations of time, and so we ensure that we comply with all controllable factors while processing your orders. Thus as a policy any orders once delivered cannot be returned, except for when completely rotten mangoes are delivered or delivery dates that were requested have surpassed beyond 24 hours of the requested date and time.
In the unlikely and rare case that any such untoward circumstance arises, please refer to the ‘refund and replacement policy’ for further clarifications.
Refund and replacement policy:
NO TO REFUNDS, YES TO REPLACEMENTS.
Going back to what we can control and what we cannot, picking the highest grade product and providing best-in-class packaging are factors we can and do control diligently. We pluck mangoes while they are green, and then clean and sort each mango before observing them for 48-72 hours in controlled storage environments. Any quality issues become apparent during this period and rejected quality is simply discarded. What eventually gets packed for you is the best of our Hafoos mangoes.
These mangoes are then hand packed into boxes made out of high-strength, 5-ply, food-grade cardboard packaging material. Providing exceptional structural rigidity, this cardboard material also makes for a conducive environment for mangoes to ripen naturally during the shipment process. Shipped only through trusted courier partners, we ensure that your order is hand carried with utmost care as it journeys from our farms to your delivery address. With these factors covered, we are confident that no-to-low quantity of mangoes ‘go-bad’ during the shipment process.
We work well within the industry standard of 15% or less mangoes going-bad during shipment and as a policy, we do not provide replacement for mangoes that might be slightly marked or spoilt by the time they reach you. Unless of course if there are completely rotten mangoes in the lot you have received. In this case you are requested to send us pictures of these mangoes by email/or/Facebook message/or/ whatsapp within 6 hours of receiving the consignment. (Please see the procedure below for claiming replacement mangoes)
As we operate within the norms of human capacity and efficiency, there are chances you receive mangoes that are spoilt or damaged due to courier related issues such as pressing, scratching, squeezing or total crushing of consignments. If this is the case as well, we request you to send us pictures of these mangoes by email/or/Facebook message/or/ whatsapp within 6 hours of receiving the consignment.
Process for claiming replacement mangoes:
Rotten mangoes (with packaging intact):
Simply open the box when you have received the consignment and check for completely spoilt / damaged / rotten mangoes and immediately take 2 pictures. 1st of the courier person holding the box opened up with the damaged mangoes pulled out on top of the rest and 2nd of the mangoes that were spoilt. We will verify the claim and within 24-48 hours you will receive a replacement code which warrants free replacements for you in your next order.
Damaged mangoes due to courier related issues:
If your mangoes are damaged due to courier related issues, the damage is going to be apparent on the packaging as well. In this case, simply open the box when you have received the consignment and check for completely spoilt / damaged / rotten mangoes and immediately take 3 pictures. 1st of the courier person holding the box opened up with the damaged mangoes pulled out on top of the rest, 2nd of the mangoes that were spoilt and 3rd of the damage sustained by the box which eventually resulted in the damaged mangoes. We will verify the claim and within 24-48 hours you will receive a replacement code which warrants free replacements for you in your next order.
Refunds policy (in case of extreme exceptions):
As mentioned above we do not give refunds. However in the unlikely event that we are not able to provide you with replacements, we do consider refunds in extreme circumstances. These circumstances could include but are not limited to factors such as the end of the Hafoos season, unavailability of organic crops, unsafe delivery address, lack of reach by courier, etc, we will issue you refunds for the amount of mangoes due upon us as replacements.
These refund payments will be made to the payment source where from the initial payment from your end was received. Failing this option, refunds will be issued to a bank account, the details of which will be sought from you by contacting you the email ID with which the order was placed or with which you have registered with hafoos.com . Such transactions however may require time to affect, and we assure you that our team will support you throughout the process.
The last mile of our product journey from farm to plate is the most crucial. It begins with you, the customer and ends with you as well. We expect you to also shoulder certain responsibilities in this process:
- Providing complete and relevant contact and address details
- Payments made in a timely manner
- Answering calls on the contact numbers you have provided
- Being available at your delivery address on the expected/requested delivery date and time
- Providing access to entry and exit to your premises (especially in guarded areas/colonies/societies)
- Signing receipts upon receiving deliveries, etc.