1. Order cancellation
You may request cancellation before the order is packed or dispatched. Once packing, procurement or dispatch has started, cancellation may not be possible, particularly for fresh, customised or specially procured products. If Root Valley Farms™ cancels an order, any eligible advance payment will be refunded.
2. Eligible delivery concerns
After verification, we may offer a replacement, credit adjustment or refund when:
- the wrong product was delivered;
- an invoiced item or quantity was not delivered;
- the product was materially damaged or spoiled at the time of delivery;
- the delivered product materially differs from the confirmed order; or
- an online payment was successfully debited more than once for the same order.
3. Fresh and perishable products
Fresh vegetables, fruits, flowers, dairy, eggs and similar goods have a limited shelf life. Please inspect them immediately and report a visible quality, shortage or damage concern at delivery wherever possible, and no later than 24 hours after delivery.
Keep the affected product safely and provide clear photographs or video showing the product, packaging and label. Depending on the circumstances, we may arrange inspection or collection before approving a resolution.
4. Cases generally not eligible
- Change of mind after a correct, acceptable perishable order has been delivered.
- Normal variation in the size, colour, shape or appearance of natural farm produce.
- Damage, deterioration or contamination caused by improper handling or storage after delivery.
- A concern reported after the applicable reporting period without reasonable supporting evidence.
- Products consumed, altered, mixed or disposed of before we could reasonably verify the concern.
These exclusions do not override rights that cannot legally be excluded.
5. How to submit a request
Email contact@rootvalleyfarms.in or call 9147093079. Include:
- customer name and registered mobile number;
- order or invoice number and delivery date;
- product and affected quantity;
- reason for the request; and
- clear photographs, video or payment reference where relevant.
6. Review and resolution
We will review the order, delivery proof, product condition and payment record. An approved matter may be resolved through replacement, redelivery of a short quantity, credit against the invoice, or refund. For a partially affected order, the resolution will normally be limited to the affected product or quantity.
7. Refund processing timeline
Once approved, Root Valley Farms™ will initiate the refund within 7 business days. Banks, card networks, UPI applications and payment gateways may require additional time to credit the amount. The refund will normally be sent to the original payment method; where that is not possible, we may request verified bank or UPI details.
8. Failed, pending or duplicate payments
If a transaction shows as failed or pending but your account was debited, first allow the bank or payment provider's automatic reversal process to complete. If the amount is not reversed, contact us with the order number, transaction ID, amount and date. We will verify the transaction with the payment provider before recording or refunding it.
Never share your UPI PIN, card PIN, CVV or one-time password with Root Valley Farms™ or any delivery executive.
9. Contact
Root Valley Farms™
OM Tower, 7th Floor, Park Street, Kolkata - 700071
Email: contact@rootvalleyfarms.in
Mobile: 9147093079