Introduction
This Returns and Refunds Policy ("Policy") outlines the procedures and terms for returns and refunds for Goods purchased through the FoodMarts platform ("Platform"). This Policy is part of our overall Terms and Conditions. By using our Platform, Buyers and Vendors agree to this Policy.
1. Our Role and General Principles
FoodMarts as a Marketplace:
FoodMarts provides an online platform connecting Buyers with local food stores ("Vendors"). FoodMarts is not the seller of the Goods. The contract for the sale and purchase of Goods is directly between the Buyer and the Vendor.
Vendor Responsibility:
Vendors are primarily responsible for the Goods they sell, including their quality, accuracy of description, and compliance with all applicable laws. Each Vendor is responsible for handling returns, exchanges, and issuing refunds for their Goods, in accordance with this Policy and applicable laws.
FoodMarts's Facilitation:
FoodMarts facilitates the order and payment process (using Stripe Connect) and may assist in communication between Buyers and Vendors regarding returns or refunds.
2. When Can You Request a Refund or Report an Issue?
Buyers may be eligible for a refund or other resolution from a Vendor in the following circumstances:
- Incorrect Item(s) Received: The Goods received do not match the order placed.
- Damaged or Defective Goods: Goods are received in a damaged condition (e.g., spoiled, broken packaging compromising food safety) or are otherwise defective or of unsatisfactory quality. For perishable Goods, this must be assessed and reported promptly upon receipt.
- Goods Not as Described: The Goods significantly differ from the description or images provided by the Vendor on the Platform (minor variations in appearance for fresh produce may not qualify).
- Non-Delivery: The order was paid for but not delivered within the agreed or a reasonable timeframe, and the non-delivery is attributable to the Vendor or their delivery arrangements.
- Missing Items: Part of the order is missing.
3. When Refunds or Returns Are Generally Not Possible
Due to the nature of food products, especially perishable items, refunds or returns may not be possible in certain situations, including:
- Change of Mind for Perishable Goods: Once an order for perishable Goods (e.g., fresh produce, dairy, cooked food, baked goods) has been accepted by the Vendor or dispatched, refunds for change of mind are generally not provided due to hygiene and safety reasons.
- Change of Mind for Non-Perishable Goods: For non-perishable goods, the Vendor's individual return policy for change of mind will apply, subject to statutory consumer rights.
- Goods Disposed of or Consumed: If the Goods have been consumed or disposed of before the issue is reported and verified (unless the issue was only apparent upon consumption).
- Minor Issues or Personal Preference: Disliking the taste of a product that is otherwise of satisfactory quality and as described.
- Buyer Error: Issues arising from incorrect information provided by the Buyer (e.g., wrong delivery address leading to non-delivery) or if the Buyer was unavailable to receive the delivery as arranged, leading to spoilage.
4. How to Request a Refund or Report an Issue
Contact the Vendor First:
If you have an issue with your order, please contact the Vendor directly through the messaging system on the FoodMarts Platform as soon as possible.
Timing Requirements:
- For Perishable Goods: Issues should be reported ideally within a few hours of delivery, and no later than 24 hours after receipt.
- For Non-Perishable Goods: Issues should be reported within a reasonable timeframe, typically within 3-7 days of receipt.
Provide Details:
When contacting the Vendor, please provide:
- Your Order Number
- A clear description of the issue
- Photographic evidence (e.g., of damaged items, incorrect items, quality concerns)
Retain Goods (If Requested):
Do not dispose of the affected Goods immediately, as the Vendor may request their return or further inspection. Follow the Vendor's instructions regarding any returns.
5. Vendor's Response and Resolution
- Vendors are expected to respond to refund requests and issue reports from Buyers promptly, typically within 24-48 hours.
- The Vendor will review the information provided and may ask for additional details.
- If the Vendor agrees that a refund or other resolution is appropriate, they will inform the Buyer of the proposed solution (e.g., full refund, partial refund, replacement, store credit).
- Vendors are responsible for initiating the refund process through the FoodMarts platform for payments processed via Stripe Connect.
6. FoodMarts's Role in Disputes and Refunds
Facilitation:
FoodMarts encourages Buyers and Vendors to resolve issues directly.
Dispute Escalation:
If a Buyer and Vendor cannot reach an agreement after 7 days of the Buyer reporting the issue to the Vendor, or if the Vendor is unresponsive, the Buyer can escalate the dispute to FoodMarts Customer Support by contacting [email protected] with all relevant details and previous correspondence.
Processing Refunds via Stripe Connect:
- When a refund is approved, the refund will be processed back to the Buyer's original payment method used for the purchase via Stripe Connect.
- FoodMarts will facilitate this refund transaction. Please allow 5-10 business days for the refund to appear in your account.
- In cases where FoodMarts determines a refund is due and the Vendor fails to process it, FoodMarts may issue the refund directly to the Buyer and debit the Vendor's account accordingly.
7. Cancellations
By Buyer:
Cancellation policies are set by individual Vendors and may vary. Generally, orders for perishable Goods cannot be canceled once the Vendor has started preparing them or has dispatched them. For non-perishable goods, check the Vendor's specific cancellation terms or contact them.
By Vendor:
A Vendor may need to cancel an order due to unavailability of items or other unforeseen circumstances. In such cases, the Vendor will notify the Buyer, and a full refund will be processed for the canceled items or order.
8. Your Statutory Rights
This Policy does not affect your statutory rights as a consumer under UK law (e.g., the Consumer Rights Act 2015), which state that goods must be of satisfactory quality, fit for purpose, and as described. For perishable goods, the "reasonable time" to report issues is significantly shorter than for durable goods.
9. Changes to This Policy
FoodMarts reserves the right to modify this Returns and Refunds Policy at any time. Any changes will be effective immediately upon posting the updated Policy on our Platform. Your continued use of the Platform after such changes constitutes your acceptance of the new Policy.
10. Contact Us
If you have questions about this Returns and Refunds Policy, please contact FoodMarts Customer Support at [email protected]. For issues with a specific order, please contact the Vendor first through the Platform.
This document was last updated in June 2025.
