Refund policy

RETURN AND REFUND POLICY — BIG BEAR FARMS

Last updated: 30 June 2026

Thank you for shopping at Alternate Foods dba Big Bear Farms. If, for any reason, you are not completely satisfied with a purchase, we invite you to review our policy on refunds and returns. The following terms apply to any products you purchased with us.

Order Cancellations

You are entitled to cancel your order within 2 hours without giving any reason for doing so. The deadline for cancelling an order is 2 hours from the time at which you place the order for goods.

In order to exercise your right of cancellation, you must inform us of your decision by means of a clear statement along with your order ID. You can inform us of your decision by:

We will reimburse you no later than 14 days from the day on which we receive your cancellation request. We will use the same means of payment as you used for the order, and you will not incur any fees for such reimbursement.

Orders once dispatched will NOT be cancellable.

No Returns or Exchange Policy

Due to the perishable nature of our products, we do not accept returns. In the event your shipment arrives damaged, you must contact us within 72 hours from receiving your order. We reserve the right to limit refunds and replacements, and we can only offer one replacement per consumer.

If you receive damaged goods, you may contact us for a replacement order after sending images/video of the damaged goods via email or phone. Please mention your order ID. We reserve the right to replace the goods based on the authenticity of the images/videos sent to us.

We reserve the right to refuse returns of any merchandise that does not meet the above conditions in our sole discretion.

Wrong, Missing or Spoiled Items

If your order arrives with the wrong item, a missing item, or a product that is spoiled, leaking or unfit for consumption on arrival, please contact us within 72 hours of receiving your order with your order ID and supporting images/video. Once we have verified the issue, we will, at our discretion, send the correct or missing item, arrange a replacement, or issue a refund for the affected item. This is in addition to, and follows the same process and timelines as, our damaged-goods process above.

Non-Delivery or Failed Delivery

If we are unable to deliver your order — for example, because your pincode is not serviceable, the courier is unable to complete delivery after reasonable attempts, or the shipment is confirmed lost in transit — we will contact you to arrange a re-dispatch or a refund.

For prepaid orders that cannot be delivered through no fault of yours, the amount paid will be refunded to your original payment method. For Cash on Delivery (COD) orders, as no payment is collected until delivery, no refund is applicable for non-delivery; any shipping amount paid in advance on a COD order, if applicable, will be refunded as described below.

Please note that refusal to accept a delivered order, providing an incorrect address, or repeatedly being unavailable to receive the order may, at our discretion, be treated differently, and additional shipping costs may apply as set out in our Shipping Policy.

How Refunds Are Issued

Once a refund is approved, it will be processed as follows:

  • Prepaid orders (card, UPI, net banking, wallet) — refunded to your original payment method via our payment processors (Razorpay, Easebuzz or PhonePe).
  • Cash on Delivery (COD) orders — as no online payment was made, eligible refunds are issued via bank transfer or UPI to an account you provide. We may request these details to process your refund.

After a refund is approved, we will initiate it within the timelines stated in this policy. Once initiated, it typically takes 5–7 business days for the amount to reflect in your account, depending on your bank or payment provider. You will not incur any fee from us for an eligible refund. Where only part of an order is affected, we may issue a partial refund for the affected items.

Grievance Redressal

In accordance with the Consumer Protection Act, 2019 and the Consumer Protection (E-Commerce) Rules, 2020, any complaints or concerns regarding your order, a refund or this policy may be directed to our Grievance Officer:

Alternate Foods dba Big Bear Farms Attn: Grievance Officer Johnsons Orchards, PO Raison, Dist. Kullu, Himachal Pradesh, India – 175 128 Email: orders@bigbearfarms.in Phone/WhatsApp: +91-9805177770 (Mon–Sat, 10 AM – 6 PM IST)

We aim to acknowledge complaints within 48 hours and to resolve them within the timelines required under applicable law.

Contact Us

If you have any questions about our Returns and Refunds Policy, please contact us:

  • Phone / WhatsApp: +91-9805177770
  • Email: orders@bigbearfarms.in
  • By Post: Alternate Foods, Johnsons Orchards, PO Raison, Dist. Kullu, HP, India – 175128