Ruvya Refund & Replacement Policy

All Sales Final – No Cancellations or Refunds

At Ruvya, we take pride in providing high-quality organic food products to our customers. Due to the perishable nature of our items, we do not accept order cancellations or refunds once an order is confirmed. All products are sold on a non-returnable, final sale basis unless the item delivered to you is defective or damaged. In other words, we cannot entertain change-of-mind returns or exchanges for any of our food products. This policy ensures product safety and quality for all customers, as returned perishable goods cannot be resold or reused safely. (Please note: personal taste preferences or subjective dissatisfaction with a product’s flavour/appearance do not qualify for any refund or replacement.)

Damaged or Defective Products – Replacements & Store Credits

Your satisfaction is our priority, so while we do not offer refunds, we will gladly replace any product that arrives damaged, spoiled, or otherwise defective. If you receive an item that is damaged in transit or not in proper condition, please follow these guidelines to request a replacement or store credit:

• Report Promptly (Within 3–4 Days): Contact our customer support within 3 days of delivery (up to a maximum of 4 days) to report the issue. Timely reporting is crucial – if more than 4 days have passed since delivery, we may be unable to honour the claim.

• Do Not Use the Product: If the product delivered is incorrect (not the item you ordered) or visibly contaminated, please do not open or consume it. Keep the item in its original condition and packaging. Using or opening the item may void your eligibility for a replacement.

• Provide Proof of Damage: To help us verify the problem quickly and fairly, please provide clear photo or video evidence of the damage or defect. Ideally, take a short video during unboxing or as soon as you notice an issue – this visual proof is extremely helpful in validating your claim. (Ensure the images/videos clearly show the product’s condition and any damage to the packaging or item.)

• Resolution – Replacement or Store Credit: Once we receive your report and required evidence, our team will review it promptly. If we confirm that the product was damaged or defective before it reached you, we will offer you either a free replacement of the same item or a store credit equal to the product’s purchase value. The choice of replacement or store credit may be at our discretion or based on your preference (subject to product availability). We will arrange to ship any replacement item to you at no additional cost. Store credits can be used for future purchases on our website.

• No Cash Refunds: Please note that we do not issue direct monetary refunds for damaged/defective product claims. Our policy for such cases is limited to replacements or store credits as described above. This approach aligns with industry best practices for perishable goods, providing a fair resolution without handling returns of food items.

We strive to resolve verified damage claims as quickly as possible. After you submit your claim with the necessary information, our customer care team will typically respond within 1-2 business days to update you on the status and next steps. We may ask for additional details if needed (for example, batch numbers or an order ID) to process your replacement/credit.

Policy Applicability to All Products

This refund and replacement policy applies to all items sold by Ruvya, without exception. We maintain a consistent policy for every product in our catalog – no special categories or items have different return/refund terms. Whether you purchased a single product or multiple items, the same rules outlined above will apply uniformly to each item in your order. Our goal is to be transparent and fair by treating every customer request under the same standards.

How to Contact Us

If you encounter an issue with your order (such as a damaged or wrong item) or have questions about this policy, please reach out to our Customer Support team for assistance. You can contact us via email at support@ruvyafarm.com or by phone/WhatsApp at [Customer Care Number]. Be sure to include your order number and a brief description of the problem when you contact us, so we can help you as efficiently as possible. We are here to assist you and will do our best to resolve any valid concerns in line with the above policy.