Refund policy

Quality Guarantee & Returns Policy

We pour our hearts into sourcing and delivering the freshest, most flavourful produce—harvested at peak ripeness and handled with care from farm to doorstep.

Because fruits, vegetables and other perishable goods have a limited shelf life and are sensitive to handling, we’re unable to accept returns once an order has left our facilities.

However, we stand firmly behind the quality of every item we send. If what you receive doesn’t match the standards we advertise, you’ll be eligible for store credit.

Why We Don’t Accept Returns

 • Fresh produce spoils quickly, making restocking or resale impossible once it leaves our controlled environments.

 • To protect all customers, we cannot repackage or re-distribute items that have entered someone’s home.

 • Many of our products are sourced directly from small-scale growers; returned goods cannot be restocked without significant waste.

When You Qualify for Store Credit

We’ll issue store credit if the items you received fall below the quality we promise—whether they arrived spoiled, damaged in transit, or simply not as advertised. Here’s how it works:

 2.1. Inspect Immediately

As soon as your order arrives, please check every item carefully. Look for bruising, mold, leaks, unusual odors or any other signs that something isn’t right.

 2.2. Reach Out Within 3 Hours
Email us at orders@producenetwork.co.uk with:
 • Your order number
 • Date of delivery
 • Clear photographs showing the issue (e.g. split tomatoes, black spots on berries)
 • A brief description of what you expected versus what you received

 2.3. Our Review Process
 • Acknowledgment: We’ll confirm receipt of your message within one business day.
 • Evaluation: Our quality team examines your photos and details—sometimes in consultation with the grower.
 • Decision & Credit Issuance: Approved claims are converted into store credit for the full value of the affected items.

 

2.4. Timeline
 • Expect our decision within 3–5 business days of your claim.
 • Once approved, store credit appears in your account immediately and never expires.

Using Your Store Credit

 • Apply it toward anything in our shop—seasonal boxes, exotic fruits, pantry staples or future subscriptions.

 • If only part of your order was below standard, credit reflects just those items.

 • Credits stack, so you can save up for a big order or try something new at no extra cost.

Statutory Rights in the EU

For deliveries into the European Union, your statutory right to cancel an order within 14 days still applies—but please note:

 • Fresh, perishable goods are exempt from the standard “cooling‑off” period once opened or used.

 • If you receive any non‑perishable accessory (e.g., recipe guides, branded merch) in sealed condition, you may return those within 14 days, provided they remain unopened with original packaging intact.

 • Email orders@producenetwork.co.uk within 14 days of delivery. We’ll guide you through returning the unopened item.

Questions & Assistance

We know life happens and things can go wrong in transit. Your satisfaction is our top priority. If you’re ever unsure whether an item qualifies for quality review or if you simply need advice on storing or preparing your produce, drop us a line at orders@producemarket.co.uk or call 020 8050 8040 (Monday–Friday, 9 am–5 pm BST).

Thank you for letting us be part of your kitchen adventures. We look forward to keeping your fruit bowl full and your taste buds happy!