Returns & Exchanges

1. Overview

At Tyninghame Community Farm CIC, we take pride in delivering the freshest, highest-quality vegetables, melons, roots, and tubers. Due to the perishable nature of our products, our returns and exchanges policy is designed to address issues promptly while ensuring fairness to both parties.

2. Eligibility for Returns/Exchanges

We accept returns or exchanges only in the following cases:

 

  • Damaged or Spoiled Produce: If your order arrives damaged (e.g., crushed, bruised beyond freshness) or spoiled (e.g., moldy, rotten) due to our handling or packaging.
  • Incorrect Items: If you receive items not included in your order, or a substitute that was not authorized (where substitutions are noted in our Terms and Conditions).
  • Quality Issues: If the produce fails to meet our quality standards (e.g., underripe, tasteless, or significantly different from described).

 

Exclusions: We cannot accept returns or exchanges for:

 

  • Produce that spoils after delivery due to improper storage (e.g., left unrefrigerated for extended periods).
  • Items that have been partially consumed or used.
  • Produce that deteriorates due to delays in receipt caused by customer unavailability (e.g., missed delivery with no safe drop-off instructions).

3. How to Request a Return/Exchange

To initiate a return or exchange, follow these steps:

 

  1. Notify Us Promptly: Contact us within 24 hours of delivery. Delayed notifications may prevent us from verifying the issue.
  2. Provide Details: Include your order number, a description of the problem, and clear photos of the item(s) in question (if applicable). This helps us assess the issue quickly.
  3. Contact Methods:
    • Email: Jacob2PhilipWright@outlook.com
    • Phone: +44 7450 309462

4. Resolution Options

Upon reviewing your request, we will offer one of the following resolutions:

 

  • Replacement: We will send a replacement item(s) in your next scheduled delivery (if applicable).
  • Refund: A full or partial refund for the affected item(s), processed via your original payment method within 3–5 business days.
  • Credit: A store credit for the value of the affected item(s), usable for future orders.

 

We reserve the right to inspect returned items (where feasible) before processing a resolution.

5. Process for Returns

In rare cases where we require the return of items (e.g., for quality control), we will provide prepaid return labels and instructions. Returned items must be received within 48 hours of our request to be eligible for a resolution.

6. Limitations

  • We are not liable for indirect losses (e.g., missed meals, inconvenience) due to defective or incorrect items.
  • Refunds or replacements are limited to the value of the affected items, not the entire order, unless the majority of the order is compromised.
Shopping Cart