Returns and Exchanges

📝 Return and Exchange Policy and Procedures

1. Applicable Conditions for Returns and Exchanges:

  • Severe Quality Issues: Fruit with extensive spoilage, mold, severe deterioration, or overripeness making it inedible.

  • Incorrect Item or Quantity: Receiving a fruit item other than what you ordered, or a shortage in product quantity or weight.

  • Damage During Transit: Fruit severely damaged or burst due to impact during logistics and delivery.

2. Non-applicable Conditions for Returns and Exchanges (Your understanding is appreciated):

  • Subjective Personal Factors: Based on personal taste preferences (e.g., not sweet enough, too sweet, not soft enough, not red enough, etc.).

  • Natural Cosmetic Imperfections: Fruit with minor branch scratches, net-like patterns, or uneven natural coloring that do not affect its edible quality.

  • Improper Storage: Due to the customer's failure to refrigerate promptly after receiving, improper storage conditions, or submitting the request more than 24 hours after receipt.

  • Inability to Provide Proof: Inability to provide clear photos, videos, or order number of the product.

🤝 3 Steps for After-Sales Application

If the fresh fruit you received has any of the above quality issues, please contact us following these steps:

  1. Take Photos/Videos for Record: Please take clear close-up photos or videos of the problematic fruit, as well as the overall outer packaging/box.

  2. Contact Customer Service: Within 24 hours of receiving the goods, send the photos/videos along with your order number by contacting us via WhatsApp.

  3. After-Sales Processing: Our customer service team will verify the situation within 1-2 working days. After confirming a quality issue, we will arrange for a replacement item, a deduction for your next purchase, or a partial refund, depending on the circumstances.

💡 Friendly Reminders and Disclaimer

📌 Characteristics of Natural Fruits: Fruits are natural agricultural products, and their sweetness, ripeness, size, appearance, and flesh color may vary with each batch due to weather, origin, and season. Perfectionists should consider this before purchasing. 📌 Timely Pickup: Customers who choose self-pickup are requested to collect their goods as soon as possible after receiving the arrival notification. Our company will not be responsible for any deterioration in fruit quality due to delayed pickup. 📌 Guarantee for Damaged Fruit: Although all our products undergo strict selection before shipment, internal conditions of fruit (e.g., black core) cannot be fully identified from the exterior. Should such hidden defects occur, we are committed to providing follow-up compensation!

📞 After-Sales Contact Information

If you have any questions about our products, please feel free to contact us through the following channels, and we will answer you as soon as possible:

  • 💬 WhatsApp Customer Service Hotline: +852 5518 2139

  • 📧 Customer Service Email: pickafreshhk@gmail.com

  • ⏰ Service Hours: Monday to Saturday 9:00am - 6:00pm (Closed on Sundays and public holidays)