Replacement Policy

Effective Date: 1st January 2026


At EPRA Farms, we stand by the quality of our products. While returns and refunds are not permitted, we offer free replacements in genuine cases.

You may be eligible for a replacement if you receive:

  • A damaged product (physical damage during transit)
  • An incorrect product (wrong item shipped)
  • A defective product (expired item, leakage, packaging failure)

Refunds are not provided. Only one replacement per order is allowed.

Eligibility Criteria for Replacement

To qualify for a replacement, all of the following conditions must be met:

  1. The request must be raised within 24 hours of delivery.
  2. The product must be unused, unopened, and in its original packaging.
  3. You must provide:
    • Clear photos of the damaged/incorrect product
    • Clear photo of the outer shipping box with visible shipping label
    • A complete unboxing video (continuous and unedited, from sealed box to product)
  4. EPRA Farms will inspect and verify the submitted proof before approval.
  5. Only one replacement will be issued per order.

You Are Not Eligible For Replacement If:

  • The product has been opened or used
  • The issue is related to taste or flavour preference
  • The request is raised after 24 hours of delivery
  • Proof provided is unclear, incomplete, or edited
  • The issue arises due to courier delays beyond our control


How to Claim a Replacement

Step 1: Contact Us

Email: hello@eprafarms.com within 24 hours of delivery.

Mention your Order ID and Reason for Replacement in the subject line.

Step 2: Submit Proof

Attach:

  • Photo of the product
  • Photo of outer packaging with shipping label
  • Full unboxing video


Step 3: Verification

Our Quality Team will review your claim within 24 working hours.

You will receive an email confirming approval or rejection, along with the reason.


Step 4: Replacement Dispatch

If approved, the replacement will be dispatched within 3-5 working days.

Tracking details will be shared via WhatsApp and email.

Legal Protection Clause

EPRA Farms reserves the right to:

  • Reject claims with insufficient, manipulated, or unclear proof
  • Reject claims raised after the 24-hour window
  • Block or blacklist customers engaging in fraudulent claims or misuse
  • Modify or update this policy without prior notice

The final decision on replacement approval rests solely with EPRA Farms and shall be binding and non-negotiable.