# Returns, refunds and damaged boxes

> Mangoes are fresh fruit, so we can't take them back once delivered. But if your box arrives damaged, we will **refund or replace** it — just send us an **unboxing video within 24 hours of delivery**.

Updated: 2026-10-19

## No returns on fresh fruit

Every box is hand-picked, ripened in paddy hay and packed for you. Once it has been delivered we can't accept it back or resell it, so we don't take returns or exchanges for change of mind, taste preference or ripeness that is still developing.

Mangoes that arrive a little firm are normal — keep them at room temperature for 1–2 days to finish ripening. See [delivery and storage tips](https://www.nativeroots.store/delivery).

## If your box arrives damaged

If the box is crushed, the fruit is badly bruised, spoiled or missing, we will refund or replace it. To claim, within 24 hours of delivery send us:

- **An unboxing video** — start recording before you open the sealed box and show the fruit as it came out. This is required for every claim.
- Clear photos of the damaged fruit and of the outer box and shipping label.
- Your order number (it starts with NR-) and the email you ordered with.

## How to reach us

WhatsApp: [+91 96261 66481](https://wa.me/919626166481) · Email: hello@nativeroots.store

We check every claim and reply with a refund or a replacement. Replacements depend on availability during the season; outside the season we refund.

## Refunds

Approved refunds go back to the original payment method through Razorpay. Banks usually take 5–7 working days to show the credit.

Claims sent more than 24 hours after delivery, or without an unboxing video, can't be accepted.

## Questions

### Can I return mangoes I don't like?

No. Because mangoes are fresh, perishable fruit, we can't accept returns once they are delivered. We only refund or replace boxes that arrive damaged.

### Why do you need an unboxing video?

It shows the condition of the fruit as it came out of the sealed box, which lets us settle claims quickly and fairly with the courier.

### How long do I have to report a damaged box?

Within 24 hours of delivery, with an unboxing video, photos and your order number.

### How long does a refund take?

Once approved, refunds go back to your original payment method through Razorpay; banks usually take 5–7 working days to show the credit.

Page: https://www.nativeroots.store/returns