Refund policy

Refund & Exchange Policy

At Prime Eats, we stand behind the quality of every order we deliver. Our fruits are carefully selected, packed, and handled to maintain premium quality and freshness from dispatch to delivery.

If your order arrives with any issue related to freshness, damage, or product quality, we are committed to resolving it fairly and promptly.

Quality Assurance

We take pride in delivering premium, carefully handled fruit that meets our quality standards. If your experience does not meet expectations, our support team will work with you to provide an appropriate resolution.

Eligible Refund or Exchange Cases

You may qualify for a refund or replacement if your order has any of the following issues:

  • Damaged or heavily bruised fruit
  • Spoiled or poor-quality fruit upon delivery
  • Unusual taste or freshness concerns
  • Incorrect product received
  • Order significantly different from the product description
  • Quality issues caused during transit or handling

How to Request Support

To help us review your concern quickly, please follow these steps within 24 hours of delivery:

  1. Take clear photos or a short video showing the issue.
  2. Share the details with our support team via WhatsApp at 0325-9313408.
  3. Include your order number and a brief description of the concern.

Our team will review your request and respond as quickly as possible, usually within 24 hours.

Resolution Process

Once the issue is verified, our team will determine the most appropriate resolution based on the situation.

  • For confirmed pre-orders that have not yet been dispatched, eligible advance payments may be refunded upon cancellation approval.
  • For dispatched fresh fruit orders, verified quality concerns are generally resolved through replacements or store credit where applicable.
  • Due to the perishable nature of fresh fruit, refunds are typically not offered after dispatch.

In most cases, there is no need to return the product.

Non-Eligible Cases

Refunds or exchanges may not apply in the following situations:

  • Requests made after 24 hours of delivery
  • Minor natural variations in size, color, or appearance
  • Improper storage after delivery
  • Delivery delays caused by incorrect shipping information provided by the customer

Our Commitment

Prime Eats is built on long-term customer trust and product quality. We believe premium service includes standing behind what we deliver, and we aim to resolve concerns with fairness, transparency, and care.