EnsoFresh Customer Information and FAQs

**Store and Order Information**

Our store is closed on Mondays, and no deliveries will be processed on that day. However, you can place orders through our app at any time, and they will be delivered based on the selected delivery slot.

For urgent queries not covered in the FAQs, contact us via WhatsApp at 9125053001 or call us between 10 AM and 7 PM  for immediate assistance.

**1. Placing Orders & Registration**

**How to Place an Order:**
- **Via App/Website**: Browse and order directly.
- **"Send Order List" Feature**: Send a handwritten list by taking a photo or selecting one from your gallery. Lists can be in Hindi, English, or a mix.
- **Phone Call**: Call us to place an order (note that our executives might be busy at times).

**Registration:**
- **How to Register**: Click on the "Register Now" link on the main page of the app or the "Register" button in the left menu bar and fill out the form.
- **Charges for Registration**: Registration is free.
- **Mandatory Registration**: You can browse and add products to the cart without registering, but only registered users can check out and place orders.
- **Multiple Registrations**: Only one account per contact number.
- **Multiple Delivery Addresses**: Yes, you can add multiple delivery addresses, but each order can be delivered to only one address.
- **Multiple Accounts for Family Members**: Yes, different phone numbers can be used, but the delivery address can be the same.

**2. 100% Item Availability**

**Assurance of Delivery:**
All products shown in stock on our app/website are guaranteed to be delivered as we manage our own inventory.

**3. Account Related**

**My Account**: After logging in, you can track active orders, view order history, and update contact details.
**Resetting Password**: Click on the login link, then "forget password," enter your registered mobile number, and follow the instructions to reset your password. Contact customer support if needed.

**4. Payment**

**Modes of Payment:**
- Cash on Delivery.
- Online Payments: Debit/Credit cards (VISA/Mastercard/Rupay), UPI, Wallet (BHIM, Paytm, G-pay, PhonePe, etc.).
- Card & UPI on Delivery.

**Additional Charges or Taxes**: GST is included in the MRP; no extra taxes are charged.
**Security**: Online payments are secure with additional authentication (VBV or MSC) and compliant payment gateways (CASHFREE).
**Cash on Delivery**: Pay at the time of delivery.
**Refunds**: For undelivered items, refunds will be processed within 4-6 working days. Contact customer care if not received after 6 days.

**5. EnsoFresh Wallet & Coupon Offers**

**EnsoFresh Wallet**: Cashback offers are credited here for future orders.
**Redemption Restrictions**: No restrictions; use the total value in a single order anytime.
**Coupon Codes**: Three types - instant discount, cashback credited to the wallet, and free products.
**Entering Coupon Codes**: Apply them in the "My Cart" page.

**6. Delivery Related**

**Receiving Orders**: Select a delivery slot at checkout. Orders will be delivered during the selected slot.
**Delivery Info Changes**: Update your address in the "Manage Address" section after logging in.
**Delivery Charges**:
- Minimum order for free delivery varies by area.
- Charges for orders below the minimum will vary (typically ₹40/- to ₹80/-).

**Same Day Delivery**: Available if ordered at least 1 hour before the slot. Orders placed closer to the slot will be delivered in the next available slot.

**Order Tracking**: Track orders under "My Order" section.
**Unavailable Items**: Notification via SMS or WhatsApp.
**Order Cancellation Fee**: Applicable to compensate for processing efforts.

**7. Order Related**

**Delivery Slots**: Time slots for order delivery.
**Rescheduling**: Contact customer care.
**Adding/Removing Products**: Contact customer care.
**Out of Stock Items**: Only available products can be ordered.
**Order Status**: Trackable in "My Order" section.
**Unavailable Items Notification**: Prior to delivery.

 
**8. Cancellation & Returns**

**Canceling Orders**: Easy and hassle-free via app or web before acceptance. Contact customer care for cancellation after acceptance.
**Returning Products**: Return at delivery time for cash on delivery. For online payments, refunds will be processed within 4-6 days.
**Defective/Expired Products**: Contact customer support within 48 hours of delivery.

**9. Customer Related**

**Customer Service**: Available 6 days a week from 10 AM to 4 PM (except Mondays). Reach us at 9125053001 or via WhatsApp.
**Feedback**: Email us at ensofresh@gmail.com or leave feedback on the Play Store.

**10. Others**

**Online Stores**: Located in Gazipur, Varanasi., azmgarh
**Promotions**: Check the main page and category page banners on the app/website. Apply promo codes at checkout.
**Bulk Orders**: Available for parties, institutions, and corporates. Details in the app menu bar.
**Product Suggestions**: Contact us via WhatsApp for product availability inquiries.