POLICY
Returns and refunds
Last updated July 2026
Food is not something you can inspect before you buy it, so the rule here is short: if a pouch turns up damaged or stale, we replace it or refund it. You send a photo, we sort it out. There is no argument.
THE SHORT VERSION
Damaged or stale pouches are replaced or refunded within 7 days of delivery. Send us a photo on WhatsApp. That is the whole process.
What is covered
Two things, and we do not split hairs about either:
- A damaged pouch. Crushed, split, or the seal has gone — whether that happened in our packing room or on the courier's van.
- A stale pouch. Freeze-dried fruit should snap. If it arrives soft or chewy, something went wrong with the seal and it is on us.
Anything else — wrong fruit, wrong size, a missing pouch — is not written into this policy because we would rather not pretend to have anticipated every case. Message us and we will deal with it properly.
How to claim
- Take a photo of the pouch — including the seal, if that is the problem — within 7 days of it being delivered.
- Send it to us on WhatsApp with your order number. It starts with FB- and it is on your confirmation message.
- Tell us whether you would rather have a replacement or your money back. It is your choice, not ours.
We do not ask you to post the pouch back. Shipping a damaged bag of fruit across Pakistan costs more than the fruit and helps nobody.
How the refund reaches you
There is no gateway sitting between us and your money, so every refund is arranged by a person on our team over WhatsApp. What that looks like depends on how you paid:
- Cash on Delivery. You already paid the rider in cash, so there is nothing for us to reverse. The team sends the money back to whichever account you tell us to use, or replaces the pouch — whichever you asked for.
- Bank transfer, JazzCash or EasyPaisa. We return it to the account the payment came from, by hand. If you would rather it went somewhere else, say so and we will confirm the details with you first.
We are not going to quote you a number of working days, because a manual transfer is not a predictable thing and we would rather not make a promise the banks have to keep. What we will do is tell you when it has been sent.
After 7 days
The window closes at 7 days from delivery. That is not us being difficult — after a week we genuinely cannot tell whether a pouch left our facility that way. If something is clearly our fault and you are outside the window anyway, message us. We would rather look at it than hide behind a date.
Start a claim
WhatsApp is the fastest route — a photo takes one tap and a person reads it.
See also terms of sale and our privacy policy.