1. How charging works
Avanivan operates on a prepaid wallet model. You add funds to your wallet, and your wallet is debited only when a delivery is completed. A delivery you skip before the cut-off, or an item that is not delivered, is never charged — so no refund is needed in those cases.
2. When you are entitled to a refund
We will refund you in full for the affected item where:
- •The item was charged but not delivered.
- •The item arrived spoilt, curdled, leaking, damaged or past its usable life.
- •You received the wrong product, or a quantity short of what you were charged for.
- •The packaging was tampered with or compromised on arrival.
- •A payment or wallet top-up was debited from your bank but not credited to your Avanivan wallet.
- •You were charged twice for the same delivery.
Please report quality, shortage or damage issues within 24 hours of delivery, with a photograph where relevant, so we can verify and resolve it quickly.
3. What is not eligible
- •Products once opened cannot be returned. For food-safety and hygiene reasons, opened or partially consumed items are not eligible for return or refund.
- •Perishable products — including fresh milk, curd, paneer, eggs and fruits — are not eligible for return or refund after delivery, except where the quality issues in section 2 apply and are reported within 24 hours.
- •Issues arising from storage after a successful delivery, such as spoilage because a perishable item was not refrigerated promptly.
- •Natural variation in colour, size, texture, cream content or appearance, which is normal for farm-fresh produce and is not a defect.
- •A delivery that could not be completed because the address was incorrect or inaccessible, or nobody was available to receive it and no safe drop-off was possible.
4. How refunds are issued
Where a refund is approved, it is issued in one of two ways:
- •Credit to your Avanivan wallet — this is the default, and is immediate. The credit appears in your wallet transaction history and can be used against any future delivery. It does not expire.
- •Reversal to your original payment method — available on written request. Unused wallet balance is refundable to the source account from which it was paid. Write to avanivanfarms@gmail.com from your registered contact details, stating the amount.
Refunds are always returned to the original payment source. We do not issue refunds in cash, or to a different account or instrument from the one used to pay.
5. Timelines
- •Wallet credit — processed immediately once your claim is approved.
- •Bank or card reversal — initiated within 3 business days of approval, and credited to your account within 7 to 10 business days of initiation, depending on your bank or card issuer.
- •Failed payments — where money was debited but the wallet was not credited, the amount is normally auto-reversed by the payment gateway within 5 to 7 business days. If it does not appear, contact us with the transaction reference.
6. Closing your account
If you close your account, any unused wallet balance is refundable to the original payment method on written request, subject to settlement of any amount already due for completed deliveries. There is no cancellation charge and no lock-in.
7. How to raise a refund request
Write to avanivanfarms@gmail.com or call +91 88863 33063 during Monday to Saturday, 8:00 AM to 7:00 PM IST. Please include your registered mobile number, the delivery date, the product and quantity concerned, and a photograph if you are reporting a quality issue. We acknowledge every request within 48 hours. If you are not satisfied with the outcome, the grievance escalation route is on our Contact Us page.