Refund policy
Last updated and effective: 10 October 2026. This policy applies to orders placed on or after this date. Earlier orders are governed by the policy applicable when they were placed.
La Fruita makes fresh fruit bouquets and all-fruit cakes to order. Please read the product description and this policy before purchasing. Perishable products are not eligible for change-of-mind returns after delivery. This does not exclude remedies for defective, unsafe, damaged or misdescribed products.
1. When a refund is not available
- A small surface chip or a few displaced toppings, where the product remains fresh, safe, substantially intact and consistent with its advertised design.
- Natural differences in fruit size, colour, sweetness or arrangement, within the advertised description and agreed requirements.
- A preference for more toppings or less watermelon, where the disclosed composition and advertised design have been substantially fulfilled.
- Damage or deterioration attributable to customer handling, improper storage or delayed consumption after receipt.
Minor cosmetic changes during delivery do not qualify for a refund when the product remains fresh, safe, substantially intact and consistent with its advertised design. This exclusion does not cover substantial damage, significant loss of fruit, unsafe food or a material difference from the advertised product.
2. Partial refunds
Where a verified issue is confined to a separable portion of an otherwise safe and usable product, we may offer a proportionate partial refund with your agreement. We assess the value of the affected portion using the amount actually paid after discounts, and will explain our assessment and proposed amount. We do not automatically apply a fixed refund amount or percentage.
A missing paid item or add-on qualifies for a refund of its actual paid value, or a replacement with your agreement.
3. Full refunds
Verified spoilage, contamination, substantial breakage, significant fruit loss or a material mismatch with the advertised or agreed product qualifies for a full refund of the affected item. A wrong product that cannot be corrected acceptably, or non-delivery attributable to La Fruita or its delivery partner, qualifies for a refund of the affected items.
Where the whole order fails, we also refund the delivery charge. Where other items have been delivered correctly, the refund is assessed for the affected items rather than automatically for the entire order.
Partial refunds, replacements and store credit require your agreement and do not restrict any applicable right to a full refund. We will not require you to accept store credit instead of an eligible refund.
4. Reporting an issue and providing evidence
- Please report visible damage or missing items within one hour of receipt, and freshness concerns within 24 hours.
- These are reporting targets. Later-discovered defects will be reviewed when reported promptly after discovery; passing a reporting target does not automatically waive your consumer rights.
- Provide your order number, a brief description and clear photos or video showing the whole product, the affected area and the packaging where available.
- An unboxing video is helpful but not mandatory. We may request further evidence if the issue is unclear.
- Do not consume food you suspect is unsafe. Contact us for safe handling instructions before arranging any return. Do not send perishable products back without instructions.
Contact hi@lafruita.in or WhatsApp +91 8767452769. We review the evidence, product description, agreed custom requirements and relevant preparation or delivery records before explaining the outcome.
5. Cancellations
- At least 24 hours before the booked delivery slot begins: a full refund, including delivery charges.
- Within one hour of placing the order, before preparation starts: a full refund, including delivery charges.
- Other cancellations, including after preparation or dispatch: we deduct only documented, non-recoverable preparation and delivery costs already incurred. We refund the balance and any unused or recoverable delivery charge.
Deductions exclude anticipated profit and arbitrary administration fees, cannot exceed the amount paid, and will be explained to you. To request cancellation, contact us with your order number; timing is based on when we receive your request and the start of your booked slot in Bengaluru time.
If La Fruita unilaterally cancels a confirmed order: we refund all payments and pay equivalent cancellation compensation, calculated using the same cost basis that would apply to a customer cancellation at that stage.
6. Unsuccessful delivery attempts
Please provide an accurate address and contact number and ensure someone is available during the booked slot. If delivery cannot be completed, our delivery partner will attempt to contact the recipient and the attempt will be recorded accurately as unsuccessful, not as delivered.
Failures caused by an incorrect customer-provided address or recipient unavailability are assessed against documented, non-recoverable preparation and attempted-delivery costs already incurred, up to the amount paid. Unused or recoverable charges are refunded. Any possible re-delivery and its cost must be agreed with you first. Failures attributable to La Fruita or its delivery partner are covered by the refund rules above.
7. Cake composition and substitutions
Our all-fruit cakes use a carved watermelon base with fresh fruit toppings; watermelon forms the main body of the cake. Exact weight, fruit counts and topping proportions are not fixed unless specifically agreed before ordering. We aim to closely match the advertised design and fruit coverage. Natural variation does not excuse a material mismatch or substantially reduced fruit coverage.
Material substitutions require your agreement. We will respect agreed ingredients and custom requirements. Please tell us about essential fruit requirements or allergies before ordering so we can confirm whether we can fulfil them; this does not exclude claims for inaccurate descriptions or failure to follow agreed requirements.
8. Refund processing and goodwill
Approved refunds will be initiated within 2–3 business days to the original payment method. Normal Razorpay refunds generally take 5–7 working days after initiation to reach the customer, depending on the bank or payment provider. We will share refund confirmation and investigate delays where needed.
Goodwill refunds are considered individually and do not create an automatic entitlement for future orders. Nothing in this policy limits your statutory consumer rights.
Contact and grievance redressal
Seller: La Fruita
Email: hi@lafruita.in
Phone / WhatsApp: +91 8767452769
Grievance Officer: Ishwari Kolhe, Founder
Business address: C1202, Tower C, Godrej Park Retreat, Hadosiddapura, Chikkakannalli, Bengaluru, Karnataka 560035, India.
Consumer complaints will be acknowledged within 48 hours and redressed within one month of receipt.