Customers may request cancellation before their order is marked Out for Delivery, subject to the cancellation window below.

• Cancellation Window: Cancellation requests must be submitted by 11:00 AM on the day following the order date, provided the order has not been marked Out for Delivery.
• 100% Refund: Eligible cancellations made within this window will receive a 100% refund of the amount paid for the cancelled order.
• Orders Out for Delivery: Once an order is marked Out for Delivery, cancellation is no longer available.
• Cancellation After Delivery: Orders cannot be cancelled after delivery. However, eligible product quality issues will be handled under our Quality & Exchange Policy.

Carbwell reserves the right to cancel an order due to stock unavailability, delivery constraints, payment issues or other operational reasons. In such cases, the amount paid for the cancelled order will be refunded.

Refunds are applicable in the following circumstances:

• Eligible Order Cancellation: 100% refund for cancellations meeting the conditions specified above.
• Verified Quality Issues: Eligible fresh-product quality complaints will be handled through a free exchange/replacement. A refund may be considered where an exchange is not feasible.
• Incorrect, Damaged or Missing Products: Customers should report the issue within 48 hours of delivery for verification and resolution.
• Failed or Duplicate Payments: Eligible duplicate payments or payments for orders that were not successfully placed will be reviewed and refunded where applicable.

Refunds will be processed through the original payment method wherever possible. The time taken for the amount to reflect in the customer's account may depend on the payment provider or bank.

As Carbwell offers fresh agricultural products, minor variations in size, shape, colour and appearance may occur naturally.

If you receive a product that is spoiled, damaged, unsuitable for consumption or materially different from what you ordered:

1. Contact our customer support team within 48 hours of delivery.
2. Share your order ID and clear photographs or videos showing the issue.
3. Our team will review the complaint and may request additional information.
4. Once verified, we will arrange a free exchange/replacement for eligible cases, subject to availability. If replacement is not feasible, an appropriate refund may be considered.

Customers should retain the affected product and its packaging until the complaint has been reviewed, where reasonably possible.

Complaints reported outside the 48-hour window may not qualify for an exchange or refund unless otherwise required by applicable law.

Refunds or exchanges will generally not be available for:

• Change of mind after delivery.
• Incorrect storage or handling after delivery.
• Products damaged due to customer mishandling.
• Natural variations in size, shape or appearance that do not affect product quality or safety.
• Quality complaints that cannot be substantiated after reasonable verification.

Nothing in this policy limits any rights available to consumers under applicable law.

Please contact us with your order ID and a description of your request.

Once a refund is approved, it will be initiated through the original payment method wherever possible. The final credit timeline depends on the payment gateway, bank or financial institution.

Carbwell will communicate any additional information required to process the refund.

For unresolved cancellation, refund or exchange concerns, customers may contact: