Returns & Refunds
We sell fresh produce, so this policy is written around how quickly it has to be dealt with. The short version: check your order when it arrives, and tell us the same day if anything is wrong.
Tell us within 12 hours
If anything in your order is damaged, spoiled, missing, or not what you ordered, contact us within 12 HOURS of delivery.
Fresh fruit and vegetables cannot be assessed days later — after that we have no way to tell whether a problem came from us or from how the item was stored, so we may not be able to refund it. Twelve hours is deliberately generous for an evening delivery; it means a problem found at breakfast is still covered.
Send a photograph if you can. It settles almost every case immediately and saves you a second conversation.
How to tell us
- Call or WhatsApp 2228 4646
- Email hello@gofresh.com with your order number
Please have your order number ready — it is on your confirmation and in your account.
What we will do
If something was wrong with what we sent, we refund it in full. You will not be asked to return fresh produce, and you will not be charged to send anything back.
You choose how the refund reaches you:
- Back to the original payment method. Card and KNET refunds are issued immediately by us and usually appear within a few working days, depending on your bank.
- As Go Fresh wallet credit, which is instant and can be spent on your next order.
If a whole order could not be delivered, the delivery fee is refunded too.
Weighed items
Items sold by the kilo are charged for the weight actually picked. If the final weight is less than the estimate you approved at checkout, the difference is refunded automatically to the original payment method. You do not need to ask, and it is not counted against this policy.
Items that could not be picked
If an item was out of stock and you asked us to refund rather than replace it, that refund is issued when the order is completed.
If we replaced an item and you are not happy with the replacement, tell us within the same 12 hours and we will refund it.
Cancelling an order
You may cancel at any time before we start picking, with a full refund. Once picking has begun we may not be able to cancel, because the goods are perishable and have already been set aside for you.
What we cannot refund
- Produce reported to us more than 12 hours after delivery
- Items damaged after delivery, including by being left out of refrigeration
- An order that could not be delivered because the address or phone number given was wrong, where we were unable to reach you
If you are not satisfied
Reply to us, or call 2228 4646, and ask for it to be looked at again. Nothing here affects your rights under the consumer protection law of the State of Kuwait.