These are the operating policies for the service as described on this site. They cover every crate, top-up and subscription plan sold by Pickit Farm Fresh Private Limited through the Pickit app or website.
Our quality guarantee
Everything we deliver is harvested to order, ozone-washed and graded by hand before it goes into your crate. If an item still arrives in a state you would not have picked up yourself, it is our problem, not yours.
We do not ask you to send vegetables back. Returning fresh produce is wasteful and unpleasant, so a reported item is simply refunded. Please dispose of or compost the affected item after you have photographed it.
Vegetables are a natural product. Size, colour, curvature and leaf count vary between fields and between weeks, and a slightly bent brinjal or a small tomato is not a defect. The guarantee covers condition and correctness, not cosmetic uniformity.
The 24-hour window
Report any issue within 24 hours of the delivery being marked complete in the app. Because produce continues to age in your kitchen, we cannot assess condition reliably after that point, and claims raised later are not eligible.
The 24 hours run from the delivery timestamp on your order, not from when you unpacked the crate. If you are travelling, skip or pause the plan rather than letting a crate sit at your door.
For an item that is missing entirely from a crate, the window is the same 24 hours, and a photo of the crate contents helps us close the loop with the packhouse.
How to report an issue
The fastest and only tracked route is in the app, which attaches the report to the exact crate, farm lot and packing bench it came from.
- Open Orders in the Pickit app and select the delivery in question.
- Tap Report an issue and choose the affected item or items.
- Attach a photo. One clear, well-lit picture of the item as it arrived is required for damage and spoilage claims, and is what lets us approve most reports immediately.
- Add a one-line description and submit.
Most reports are resolved automatically the moment they are submitted, and you will see the outcome on screen. Anything that needs a human is reviewed within one working day. If you cannot use the app, email hello@pickit.farm from your registered address with your order number and the photo attached.
What qualifies
An item is eligible for a refund when it is:
- Damaged — crushed, cut, bruised beyond normal handling, or leaking.
- Spoiled — mouldy, fermenting, slimy, visibly rotten, wilted past use, or infested.
- Missing — listed on your invoice but not in the crate.
- Wrong — a different item, variety or grade from the one you ordered.
- Short weight — more than 10% below the billed weight on a weighed item.
- Delivered outside the 16-hour promise because of a failure on our side.
Refunds are calculated on the billed value of the affected item, including the proportionate share of any discount applied to that order. Where a whole crate is affected, the full crate value including any delivery fee is refunded.
How refunds are issued
Approved refunds are issued in one of two forms.
- Pickit wallet credit — the default for item-level claims. Credit lands in your wallet instantly on approval, never expires, and is applied automatically against your next invoice. It cannot be transferred to another account.
- Original payment method — used for cancelled plans, duplicate charges, failed deliveries and any claim above ₹1,000, and available on request for any approved claim. The refund returns to the card, UPI handle, net-banking account or wallet you paid with. We cannot refund to a different instrument.
Where an order was paid partly from wallet credit and partly from another instrument, the refund is split in the same proportion. Amounts paid with a promotional or referral credit are returned as promotional credit and are not refundable to a bank account.
Refund timelines
- Wallet credit — immediate on approval.
- Original payment method — initiated within 2 working days of approval and credited by your bank or payment provider in 5 to 7 working days from initiation.
- Failed or cancelled payments where money left your account but the order did not confirm — auto-reversed by the payment gateway, usually in 3 to 5 working days.
Once a refund is initiated we share the reference number in the app. Settlement after that point is controlled by your bank or payment provider. If the amount has not reached you 7 working days after initiation, send us the reference number and we will chase it with the gateway on your behalf.
Cancelling a subscription
You can cancel any plan at any time from Manage plan in the app. There is no cancellation fee and no lock-in.
- Cancellation takes effect from the next delivery, provided it is requested before 8:00 pm on the day before that delivery. A crate already harvested against your order is delivered and billed.
- Pro-rata treatment — for a prepaid plan we refund the value of the deliveries you have not yet received. Deliveries already made are charged at the price of the plan you actually consumed, so any launch or duration discount that depended on completing the full term is adjusted out of the refund.
- The pro-rata balance is credited to your Pickit wallet by default, or returned to your original payment method on request.
- Return any Pickit crates you hold on your final delivery, or book a pickup from the app within 14 days of cancelling.
- If you would rather not stop entirely, a pause of up to 30 days or a skip costs nothing and keeps your plan price.
What is not eligible
- Claims raised more than 24 hours after delivery.
- Damage or spoilage that occurs after a completed safe drop, where the crate was left as instructed and photographed at handover.
- Deterioration caused by storage after delivery, such as leaving greens out of the refrigerator.
- Natural variation in size, shape, colour, ripeness or leaf count, and superficial marks that do not affect the edible produce.
- Substitutions we notified before dispatch, where an item of equal or greater value replaced a failed crop.
- Deliveries that failed because the address was incomplete or incorrect, or the registered phone number was unreachable.
- Change of mind about an item after the 8:00 pm cut-off, once it has been harvested against your crate.
- Repeated claims on the same item across consecutive cycles, pending a review with you.
Escalation and contact
If you are not satisfied with how a report was resolved, reply on the same thread in the app and ask for an escalation. A supervisor reviews it and responds within 2 working days.
- Email — hello@pickit.farm with your order number in the subject line
- Phone — +91 80 4718 2200, 8:00 am to 8:00 pm, seven days a week
- Post — Pickit Farm Fresh Private Limited, No. 24, Krishna Reddy Layout, Domlur, Bengaluru 560071, Karnataka
Delivery questions are covered separately in our Shipping and Delivery Policy, and the commercial terms behind your plan are in the Terms of Service.