Refund & Returns Policy

Last Updated: May 2026

At The Vines Fresh Food Hub, customer satisfaction is important to us. We strive to provide quality products and excellent service. Please read our Refund & Returns Policy carefully before placing an order.

1. Perishable Goods

Due to the nature of fresh produce, frozen foods and other perishable products, we are unable to accept returns on these items once they have been delivered.

This policy helps us maintain food safety and quality standards for all customers.

2. Damaged, Incorrect or Missing Items

If you receive:

• A damaged product
• An incorrect item
• A missing item from your order
• A product that is not fit for consumption

Please contact us within 24 hours of delivery with your order number and clear photographs of the affected item(s).

3. Refund Eligibility

Refunds may be approved where:

• The wrong product was supplied
• The product arrived damaged
• The product was missing from your order
• The product was deemed unsuitable for consumption upon delivery

Approved refunds will be issued to the original payment method used during checkout.

4. Non Refundable Items

We cannot offer refunds or returns for:

• Fresh produce after delivery
• Frozen foods after delivery
• Items incorrectly ordered by the customer
• Products that have been opened or consumed
• Products stored improperly after delivery

5. Delivery Issues

Customers are responsible for providing accurate delivery information during checkout.

We cannot be held responsible for failed deliveries resulting from:

• Incorrect delivery addresses
• Unavailable recipients
• Incorrect contact information

6. Refund Processing

Once a refund request has been reviewed and approved, refunds are typically processed within 5 to 10 business days, depending on your payment provider.

7. Order Cancellations

Orders may only be cancelled before they have been processed or dispatched.

Once an order has been prepared for shipment, cancellation requests may no longer be possible.

8. Contact Us

If you have any questions regarding refunds, returns or order issues, please contact us:

The Vines Fresh Food Hub
Email: info@thevinesfreshfoodhub.org
Website: www.thevinesfreshfoodhub.org