Refund policy
Last updated: 27 June 2026
Because FoodQual sells fresh, perishable produce, our Returns Policy is designed around quality assurance rather than traditional product returns. We want every Buyer to feel confident that if something isn't right with their order, we'll make it right — quickly and fairly.
1. What This Policy Covers
This policy applies to fresh produce and other goods purchased through the FoodQual Platform that arrive damaged, spoiled, incorrect, or otherwise not matching the listing description.
2. Reporting a Quality Issue
If you are not satisfied with the quality or condition of your order, please report it to FoodQual within 24 hours of delivery. Please include:
- A clear photo of the produce received
- Your order number
- A short description of the issue (e.g. spoiled, damaged in transit, incorrect item, short quantity)
Reports can be submitted via WhatsApp or by emailing our support team.
3. Your Options: Refund or Replacement
Once a quality issue has been reported and verified, you may choose between:
- A full or partial refund to your original payment method; or
- A replacement of the affected item(s), where the Farmer has stock available and delivery is feasible.
4. Timeframes
- Quality issues must be reported within 24 hours of delivery.
- Refunds are processed within 5–7 working days.
- Replacements will be arranged for the next available delivery slot.
5. What Is Not Covered
- Change of mind after an order has been delivered in good condition
- Normal variation in size, shape, or appearance of fresh produce
- Issues reported more than 24 hours after delivery
- Damage caused by improper storage after delivery
6. Exchanges
If you received the wrong item, a damaged item, or incorrect quantity, you may request an exchange within 24 hours of delivery. Contact our support team with your order number and a photo. Where a like-for-like exchange is not available, we will offer a substitute of equal or greater value, or a refund.
Exchange Policy
Last updated: 27 June 2026
FoodQual's Exchange Policy works alongside our Returns Policy and applies specifically to situations where a Buyer wishes to swap an item rather than receive a refund.
1. When an Exchange May Be Requested
You received the wrong item or variety (e.g. a different type of produce than ordered);
An item arrived damaged or below acceptable quality, and stock is available for a like-for-like replacement;
Quantity received did not match the quantity ordered.
2. How to Request an Exchange
Exchange requests follow the same reporting process as our Returns Policy: contact our support team within 24 hours of delivery with your order number, a photo of the item received, and a description of the issue. Let us know that you would prefer an exchange rather than a refund.
3. Availability
Because FoodQual connects you directly with smallholder Farmers, exchange items are subject to what the relevant Farmer currently has in stock. Where an exact like-for-like exchange is not available, our support team will offer you the choice of:
A substitute item of equal or greater value, with your agreement; or
A refund instead, processed in line with our Returns Policy.
4. Delivery of Exchanged Items
Replacement items will be scheduled for delivery via our courier partner on the next available delivery run. No additional delivery fee will be charged for a verified exchange caused by an error on the Farmer's or FoodQual's side.
5. Items Not Eligible for Exchange
Change-of-mind requests after correct delivery of the item ordered;
Requests made more than 24 hours after delivery;
Produce affected by buyer mishandling or improper storage after delivery.
7. Our Commitment
We work closely with our Farmers to maintain high quality standards. Repeated quality issues linked to a specific Farmer may affect their standing on the Platform.