Refund & Return Policy
At Rubies Food, customer satisfaction is our top priority. This policy outlines how we handle refund requests, returns, and order cancellations for buyers and sellers.
Filing Window
Issues with fresh produce/perishables must be reported within 24 hours of delivery. Non-perishables have up to 3 days.
Refund Method
Approved refunds are processed to your original payment method or credited to your local bank account.
Seller Mediation
Our support team acts as an impartial mediator between buyers and sellers to ensure fair resolution.
The Refund & Mediation Process
Step 1 — Report the Issue
Contact Support with your order number, specific details of the complaint, and high-resolution photos of the items and packaging.
Step 2 — Investigation & Seller Review
We review the claim and contact the seller for their response. Both parties may be asked to provide additional documentation.
Step 3 — Resolution Decision
Within 48 hours, we make a determination. The resolution can be: a full refund, partial refund, product replacement, or claim rejection.
Step 4 — Payout & Refund Processing
If a refund is approved, the funds are reversed. Bank transfers are typically processed within 1–3 business days.
Eligible Situations for Refunds
Buyers are protected and eligible for refunds or replacements under the following circumstances:
- Spoiled or Perished Goods: If fresh fruits, vegetables, or meats arrive rotten, moldy, or unfit for consumption.
- Damaged Packaging: The packaging was severely torn or damaged, exposing the food to external contaminants.
- Incorrect Items: The seller delivered products different from what was ordered (e.g., incorrect variety, significantly smaller quantity).
- Non-Delivery: The logistics partner failed to deliver the order, or it was lost in transit.
- Quality Discrepancy: The product received was of significantly lower quality than advertised or described by the seller.
Refunds are calculated based on the cost of the affected products. Shipping fees are generally non-refundable unless the error was entirely due to the seller or logistics partner.
Non-Refundable Items & Exceptions
To prevent abuse and support our farming community, the following exceptions apply:
- Delayed Reports: Claims made after 24 hours for perishables or after 3 days for non-perishables cannot be accepted.
- Change of Mind: We do not offer refunds if you simply change your mind, ordered the wrong items by mistake, or no longer need them.
- Improper Storage: Spoiled goods resulting from the buyer's failure to store items correctly (e.g., leaving dairy products unrefrigerated).
- Incorrect Delivery Details: Delays or non-deliveries caused by incorrect address or contact information provided by the buyer.
- Unattended Deliveries: Perishables left outside or unclaimed at the delivery address for an extended period.
Seller Protection Guidelines
We value our sellers and protect them from fraudulent or malicious claims:
- Sellers are not held liable if the buyer provides an incorrect address or fails to answer delivery calls.
- Buyers must return the goods to the seller if requested (and if the items are non-perishable and returnable).
- If a buyer repeatedly files refund claims, their account will be flagged for review and potentially suspended.
- Sellers have the right to dispute any refund claim by providing evidence of product freshness and proper packaging.
Need to Initiate a Refund?
If you have any issues with your order, please do not hesitate to contact our support team immediately.
We strive to resolve all refund disputes within 48 hours of reporting.