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Refund & Cancellation Policy

Effective date: 14 August 2026. This policy is required for transparent checkout and payment-gateway compliance.

Prime Farmers wants you to receive fresh, correct products. This policy explains when you can cancel, return or get a refund.

1. Cancellation by you

  • You may cancel an order from the app (Orders) or by emailing support@primefarmers.in before the order is packed / dispatched.
  • Once the order is out for delivery, cancellation is not guaranteed. You may refuse the delivery if the seal is broken or items are visibly spoiled; otherwise a delivery attempt counts as fulfilled unless you raise a quality complaint.
  • COD orders cancelled after dispatch may still attract a small logistics cost in cases of repeated fake orders; we will tell you before applying any fee.

2. Cancellation by Prime Farmers

We may cancel if a product is out of stock, the delivery address is incomplete or outside our service area, payment is not authorised, or we detect suspected fraud. Any amount collected for a cancelled order is refunded in full.

3. Returns — what is eligible

Because most items are food and perishables, we do not accept “change of mind” returns after delivery. You can request a return or replacement if:

  • The item is missing from the bag.
  • The wrong item or wrong quantity was delivered.
  • Packaging is leaking, broken or unsealed for dairy.
  • Produce is spoiled, stale or unfit at the time of delivery.
  • The product is expired on or before the delivery date.

Report the issue within 24 hours of delivery (within 2 hours for milk, curd and paneer) with your order id and a photo where possible.

4. How to request a refund

  1. Open the order in the Prime Farmers app, or email support@primefarmers.in with order id, item name and the problem.
  2. Our team may ask for a photo or a short call.
  3. Approved cases are refunded or replaced. Replacement depends on stock in your slot.

5. Refund timelines and method

  • UPI / wallet: typically 3–5 business days after approval, to the same VPA or wallet.
  • Credit / debit card and net banking: typically 5–7 business days after we initiate the refund with the payment aggregator. Your bank may take additional time to post the credit.
  • COD: refund by UPI to a VPA you confirm, or store credit, within 7 business days of approval.

We refund to the original payment method wherever the payment aggregator and bank allow it. Prime Farmers does not deduct a processing fee on approved quality or missing-item refunds. Bank or UPI delays after we have initiated the refund are outside our control; we will share the aggregator reference id on request.

6. Partial refunds

If only some items in an order are eligible, we refund those line items. Delivery fee is refunded only if the entire order is cancelled or the remaining payable value after refunds would have qualified for free delivery and you still paid the fee.

7. Failed payments

If your account is debited but the order is not confirmed, the authorised payment aggregator usually auto-reverses a failed transaction. If money is not reversed within 7 business days, write to support@primefarmers.in with the UTR / transaction id. We will raise the case with the gateway.

8. Chargebacks

If you open a dispute with your bank, please also inform us so we can share delivery proof. False disputes may lead to account suspension.

9. Contact

support@primefarmers.in · +91 12345 67890
Prime Farmers, Sector 45, Gurugram, Gurugram, Haryana 122003, India

See also Privacy Policy and Terms & Conditions.