Return & Refund Policy
We want you to love everything that arrives in your EverBasket. If something isn't farm-fresh, accurate, or in peak condition, here is how we make it right—promptly and without friction.
100% Freshness Guarantee
If any fruit, vegetable, dairy, or meat item does not meet high freshness standards, we replace or refund it without hesitation.
Doorstep Inspection
Check your groceries upon delivery. You can reject any item on the spot with zero hassle and instant bill adjustment.
No Hassle Returns
For perishable groceries, there's no need to return spoiled food physically. Just upload a quick photo in the app.
Instant Wallet Refunds
Choose EverBasket Wallet for immediate store credit, or get funds back to your original payment card within 2–4 business days.
1. 100% Freshness Guarantee & Overview
At EverBasket, we source our vegetables, fruits, dairy, meats, and seafood daily from vetted local farms and certified suppliers. Quality and freshness are at the heart of our service.
If any item delivered to you does not meet our strict quality benchmark—whether it is overripe, bruised, damaged in transit, or nearing expiration—you are entitled to an immediate free replacement or a 100% refund without dispute.
2. Return Eligibility & Categories
An item is eligible for return, exchange, or refund under the following conditions:
Perishables & Fresh Produce
Items that arrived bruised, wilted, moldy, sour, or of unsatisfactory freshness.
Damaged Packaging
Torn bags, dented cans, cracked bottles, or broken safety seals.
Incorrect Item Received
Received an item different in brand, size, flavor, or weight from what was ordered.
Expired or Near-Expiry
Items past their "Best Before" date or within 24 hours of expiry without clearance notice.
3. Return Windows & Categories
Because fresh food deteriorates over time, return and complaint reporting windows depend on product category:
| Category | Window | Evidence Needed | Resolution |
|---|---|---|---|
| Fresh Fruits & Vegetables | Within 48 Hours | Photo upload in app | Full refund or replacement |
| Fresh Meat, Poultry & Seafood | Within 24 Hours | Photo / batch sticker | Full refund or replacement |
| Milk, Dairy & Chilled Foods | Within 48 Hours | Photo of issue / expiry | Full refund or replacement |
| Packaged Pantry & Canned Goods | Within 7 Days | Unopened seal intact | Refund or exchange |
| Household & Personal Care | Within 7 Days | Original packaging | Full refund |
4. Doorstep Inspection & Instant Rejection
To make shopping as smooth as visiting a brick-and-mortar grocery market, EverBasket encourages customers to inspect goods while the delivery hero is at your door.
5. How to Request a Return or Refund
Did you notice an issue after the delivery rider left? You can submit a refund claim in less than 60 seconds directly from your account:
Go to My Orders
Navigate to your account dashboard and locate the delivered order.
Click "Report Issue"
Select the specific items that were damaged, missing, or unsatisfactory.
Attach a Quick Photo
Snap a photo of the product condition and the price/expiry sticker.
Select Resolution
Choose instant EverBasket Wallet Credit, free re-delivery, or bank refund.
6. Refund Methods & Processing Timelines
Once your refund request is approved, the funds are credited according to your selected payout method:
EverBasket Digital Wallet
Instantly usable for your next grocery order. Never expires.
Credit / Debit Card (Visa, MasterCard, Amex)
Reversed directly through the payment gateway back to your issuing bank card.
Mobile Financial Services (bKash / Nagad / Rocket)
Transferred directly back to your registered mobile wallet account.
7. Order Cancellations & Modifications
We understand schedules change. You can cancel or modify your grocery order under the following rules:
- Before Packing Begins: You can cancel your order via the web or mobile app free of charge. Any pre-paid amount is refunded in full immediately.
- While Being Packed: You can add or swap items by contacting our dispatch team via Live Chat or Phone.
- Out for Delivery: Once the rider is en route, full cancellation may incur a nominal delivery dispatch fee to compensate the delivery courier.
8. Damaged, Expired or Missing Items
While our warehouse packers follow rigorous quality checklists, mistakes can occasionally occur. If an item was marked delivered but is missing from your bag, or arrived damaged:
Missing Item Procedure:
Report the missing item within 24 hours of delivery. We will either dispatch an express rider with the missing item at no additional charge or issue a 100% refund for that specific item immediately.
9. Non-Returnable Products
Due to health, safety, and hygiene regulations, the following items cannot be accepted for return once their seals or tamper-evident packaging are opened, unless they arrived damaged or spoiled:
10. Contact Our Resolution Team
Need help with an ongoing refund, return claim, or missing item? Our customer care specialists are available 7 days a week, from 7:00 AM to 11:00 PM:
Returns Email
returns@everbasket.comHotline Support
+880 1700-000000