Refund & Cancellation Policy

You can cancel an order at no cost until it is dispatched, by emailing contact-bharat@m2-labo.jp or calling +91 89289 39482 with your order reference. We refund the full amount including the delivery charge.

Once the order has been packed and handed to the cold chain it cannot be cancelled, because the fruit has been picked and pre-cooled for your delivery specifically.

Fresh produce cannot be returned once delivered. This is a food-safety limit, not a commercial one: we cannot resell perishable goods that have left our cold chain. It does not affect your right to a refund where the goods are not as described, as set out below.

Please check the goods on arrival. If the fruit is damaged, spoiled, short in quantity or not what you ordered, tell us within 24 hours of delivery and send photographs of the punnets and the outer packaging to contact-bharat@m2-labo.jp.

We will confirm within one working day and then, at your choice, either redeliver the affected items on the next available run to your area, or refund them in full. Where the whole order is affected, the delivery charge is refunded as well.

The 24-hour window exists because we cannot tell, after longer than that, whether a problem arose before delivery or from storage afterwards. If you could not inspect the goods in time for a reason you tell us about, write to us anyway and we will look at it.

• If nobody is available to receive a cold-chain delivery and we cannot reach you on the number given, the goods cannot be left and cannot be re-run the same day. The order is treated as delivered and is not refunded.
• If we cannot deliver for a reason on our side, or the delivery falls outside the window quoted for your area and you no longer want the goods, you get a full refund including delivery.

Refunds go back to the original payment method through Razorpay. Once we approve a refund it is initiated within 2 working days. Your bank or card issuer then takes its own time to post it, normally 5 to 7 working days for cards and net banking, and often sooner for UPI.

We do not issue refunds in cash or to a different account from the one used to pay.

Orders placed against a GST invoice follow the same quality rules. Where the payment terms for that order are still open, an approved claim is settled as a credit note against the invoice instead of a refund to a card.

In line with the Consumer Protection (E-Commerce) Rules, 2020, complaints that are not resolved through the route above can be escalated to our grievance officer at contact-bharat@m2-labo.jp, or by post to 519-A, Pearl Garden, RP Masani Road, Matunga East, Mumbai, Maharashtra 400019, India. We acknowledge a grievance within 48 hours and aim to resolve it within one month of receipt.