This Refund & Exchange Policy applies to purchases made from Cherubim Fruits (SMC-Private) Limited (“Company,” “we,” “us,” or “our”).

As an international exporter of fresh fruits, dried fruits, and nuts, we deal with products that may be perishable and are often shipped internationally. Due to the nature of these products and the very high courier, return-shipping, customs, and logistics costs associated with international shipments, the following policy applies.

1. Items Are Generally Non-Refundable and Non-Exchangeable After Receipt

Once an order has been received by the customer, the products are not refundable and are not exchangeable.

This policy applies because:

  • Fresh fruits and certain food products are perishable;
  • Products may be subject to storage and handling conditions after delivery;
  • International return shipping can involve very high courier charges;
  • Customs and clearance procedures may apply to returned shipments; and
  • Returned food products may no longer be suitable for resale.

Accordingly, customers should carefully review their order before completing the purchase.

2. Orders Not Received

Where an order has not been received by the customer, the customer may be eligible for a refund, subject to verification.

A refund may be considered where the company or its delivery partner confirms that the shipment was not successfully delivered to the customer and cannot reasonably be redelivered.

Before processing a refund, we may verify the shipment status with the relevant courier, logistics provider, freight forwarder, or other delivery service.

Where a shipment is shown by the courier as successfully delivered to the address provided by the customer, the Company may request appropriate delivery evidence before considering any claim.

3. Incorrect or Incomplete Delivery Information

The customer is responsible for providing a complete and accurate delivery address, telephone number, email address, and other information necessary for delivery.

If a shipment cannot be delivered because the customer:

  • provided an incorrect address;
  • provided an incomplete address;
  • provided incorrect contact information;
  • refused delivery;
  • failed to respond to courier/customs communications; or
  • failed to complete required customs or import procedures,

The company may not be required to provide a refund.

4. Customs and Import Issues

Customers are responsible for confirming that the products can legally be imported into their destination country.

If an order is delayed, held, returned, destroyed, confiscated, or otherwise affected because of destination-country customs, quarantine, import restrictions, documentation requirements, taxes, duties, or other regulatory requirements, the refund position will depend on the circumstances and applicable law.

5. Damaged or Defective Products

If a product arrives in a condition that may reasonably constitute a significant defect or damage attributable to the company or the delivery process, the customer should contact us as soon as possible after delivery.

The customer may be requested to provide:

  • order number;
  • photographs or video of the package;
  • photographs of the products;
  • description of the issue;
  • delivery date; and
  • any relevant courier documentation.

Any remedy will be considered on a case-by-case basis and subject to applicable law.

Because fresh agricultural products naturally vary in size, shape, color, texture, and appearance, such natural variations do not automatically constitute a defect.

6. Refund Process

Where a refund is approved, the refund will generally be made using the original payment method, where reasonably possible.

The time required for the funds to appear in the customer’s account may depend on the payment provider, bank, card issuer, or other financial institution.

Any refund does not include charges that are non-refundable and have been imposed by third-party service providers, to the extent permitted by applicable law.

7. No Change-of-Mind Returns

We do not generally accept returns or exchanges merely because a customer changes their mind, orders an incorrect quantity, or no longer wants the product after the order has been shipped or received.

Customers should carefully check product selections, quantities, delivery information, and other order details before placing an order.

8. Cancellation Before Shipment

A customer may contact us to request cancellation before an order has been dispatched.

Cancellation requests are not guaranteed and will depend on the status of the order, product preparation, packaging, and shipment.

If cancellation is accepted before shipment and a refund is applicable, the refund will be processed subject to any applicable non-refundable costs and applicable law.

9. How to Request a Refund

Refund requests may be made through email and contact/WhatsApp given on the website.

The request should include:

  • Customer name;
  • Order number;
  • Contact details;
  • Product details;
  • Reason for the request; and
  • Supporting documents or photographs, where applicable.

10. Policy and Applicable Law

Nothing in this Refund & Exchange Policy is intended to exclude or restrict any mandatory consumer rights or legal remedies that cannot lawfully be excluded under the applicable law.

The Company reserves the right to amend this policy from time to time. The version published on our website at the relevant time shall apply, subject to applicable law.

11. Contact Information

Cherubim Fruits (SMC-Private) Limited
Address: Plot No. 1, Chan Agha Colony, Outside Yakkatooh, Peshawar City, Khyber Pakhtunkhwa, Pakistan
Email: sales@cherubimfruits.com
WhatsApp: 00923715721815.