1. Introduction
At Fruitien, operated by Citropak Limited, we aim to ensure that customers receive products in good condition and according to their confirmed orders.
This Return & Refund Policy explains the circumstances in which a customer may request a replacement, return, or refund for an order placed through the Fruitien Online Store.
2. Eligible Issues
A customer may contact Fruitien for assistance if:
- an incorrect product was delivered;
- a product was damaged during delivery;
- a product appears defective or unsuitable due to a verified product issue;
- an item shown in the confirmed order was missing;
- an incorrect quantity was delivered;
- another order fulfilment error occurred.
3. Reporting an Issue
Customers should report an order-related issue as soon as reasonably possible after receiving the order.
When contacting customer support, customers may be asked to provide:
- order number;
- customer name;
- registered phone number;
- description of the issue;
- photographs or videos of the affected product;
- photographs of the packaging;
- proof of purchase where required.
Providing complete information may help us review the request more quickly.
4. Product Condition
Where a return or replacement is requested, the affected product should generally be kept:
- in its original packaging where possible;
- with labels and product information intact;
- in the condition in which it was received;
- together with any relevant proof of purchase.
Customers should not intentionally dispose of a damaged or incorrect product before the issue has been reviewed unless advised otherwise by Fruitien support.
5. Food and Consumable Products
Because Fruitien products include food and consumable items, returns may be restricted for hygiene, safety, and quality reasons.
Products that have been opened, consumed, misused, improperly stored, or damaged after delivery may not normally be eligible for return unless a genuine product quality issue is verified.
6. Change of Mind
Returns or refunds for a simple change of mind may not be available for food and consumable products.
Customers are encouraged to review the selected products, quantities, delivery location, and order details carefully before confirming an order.
7. Incorrect Products
If a customer receives a product different from the item confirmed in the order, Fruitien may, after verification:
- arrange a replacement;
- arrange collection where necessary;
- provide an appropriate refund or adjustment.
The available resolution may depend on product availability and delivery location.
8. Damaged Products
If a product arrives damaged, the customer should contact Fruitien customer support and provide reasonable evidence of the damage.
After review, Fruitien may offer:
- replacement of the affected product;
- refund of the affected product;
- another appropriate resolution.
9. Missing Items
If an item included in the confirmed order is missing from the delivery, customers should report the issue with the relevant order details.
After verification, Fruitien may:
- deliver the missing item;
- provide a replacement;
- issue an appropriate refund or adjustment.
10. Refund Eligibility
Refunds may be considered where:
- the ordered product cannot be supplied;
- an eligible damaged product cannot be replaced;
- an incorrect product cannot reasonably be replaced;
- an order is cancelled before fulfilment where permitted;
- Fruitien determines that a refund is the appropriate resolution.
Refund eligibility remains subject to verification of the order and circumstances.
11. Refund Method
Where a refund is approved, it may be processed through:
- the original payment method where technically available;
- an approved digital payment method;
- another method agreed with the customer.
For Cash on Delivery orders, additional customer information may be required to process a refund.
12. Refund Processing Time
Approved refunds may require processing time depending on:
- payment method;
- payment provider;
- bank or mobile wallet processing;
- internal verification;
- distributor coordination.
Customers will be informed where additional information is required.
13. Delivery Charges
Delivery charges may not always be refundable.
Where the entire order is cancelled by Fruitien before successful delivery, or where a delivery failure is attributable to Fruitien or its authorized fulfilment network, applicable delivery charges may be reviewed as part of the refund.
14. Order Cancellation
Customers should request cancellation as soon as possible after placing an order.
Cancellation may not be possible once an order has:
- entered fulfilment;
- been packed;
- been dispatched;
- been handed over for delivery.
If an advance payment has already been made for an eligible cancelled order, the applicable refund process will be followed.
15. Orders Refused at Delivery
Customers should avoid refusing a valid order without contacting support.
Repeated unjustified refusal of confirmed orders may result in restrictions on certain ordering or payment options where reasonably necessary to prevent misuse.
16. Distributor-Fulfilled Orders
Some Fruitien orders may be fulfilled by authorized distributors based on the customer’s selected Province, City, and Area.
Return, replacement, or refund requests may therefore require coordination with the distributor responsible for the original order.
Customers should contact Fruitien through the official support channel so the matter can be directed appropriately.
17. Promotional and Discounted Products
Products purchased during promotions or discount campaigns remain subject to this policy unless specific promotional terms state otherwise.
Any refund will generally be based on the amount actually paid for the affected product.
18. Requests That May Not Be Eligible
A return, replacement, or refund may be declined where:
- the product was consumed without a verified quality issue;
- the product was damaged after successful delivery;
- storage instructions were not followed;
- the issue resulted from customer misuse;
- insufficient information is provided to verify the claim;
- the request relates only to a change of mind for a food product;
- fraudulent or abusive activity is reasonably suspected.
19. Resolution of Complaints
Fruitien aims to review genuine customer complaints fairly.
Depending on the circumstances, an appropriate resolution may include:
- replacement;
- partial refund;
- full refund;
- delivery of a missing item;
- order adjustment;
- another mutually appropriate solution.
20. Changes to This Policy
Fruitien may update this Return & Refund Policy when necessary to reflect changes in:
- business operations;
- delivery arrangements;
- payment methods;
- website functionality;
- customer service procedures;
- applicable requirements.
The latest version will be published on the Fruitien Online Store.