Refund Policy
We want you to be happy with your order from Dymond Farm. This policy explains how we handle refund requests, damaged or unsuitable produce and the time it takes for approved refunds to reach you.
This policy applies to purchases made through the Dymond Farm website. As we sell fresh and seasonal food products, some items may be perishable and require special consideration when handling cancellations and refund requests.
1. General Information
We take care to ensure that product descriptions, prices and order details are presented clearly before you complete your purchase.
If there is a problem with your order, please contact us as soon as possible. We will review the circumstances and work with you to find an appropriate solution.
Depending on the issue, this may include a replacement, partial refund or full refund. Any decision will take account of your statutory consumer rights.
2. Damaged or Incorrect Items
If your order arrives damaged, contains an incorrect item or is missing a product, please contact us promptly after delivery.
To help us investigate, please provide:
- Your order number.
- The name of the affected product.
- A brief description of the issue.
- Clear photographs, where relevant and reasonably possible.
Once we have reviewed your enquiry, we will explain the available options. Where appropriate, we may arrange a replacement or issue a refund for the affected item.
3. Quality Concerns
Fresh fruit and vegetables are natural products. Their size, shape, colour and appearance can vary according to variety and seasonal conditions. Minor natural variations do not necessarily indicate a product defect.
However, if an item arrives spoiled, unsuitable for consumption or materially different from its description, please contact us promptly.
We will assess the issue and, where a product does not meet the required standard, provide an appropriate remedy in accordance with applicable consumer law.
4. Perishable Products
Many of the products sold by Dymond Farm are fresh food items with a limited shelf life. Products that are liable to deteriorate or expire rapidly may be excluded from the usual 14-day cancellation right under UK consumer distance-selling rules.
This does not remove your rights if goods are faulty, damaged, unsafe or not as described. We will consider such issues in accordance with applicable law.
Please check your order as soon as reasonably possible after delivery and contact us promptly if there is a concern.
5. Cancellation Requests
If you wish to cancel an order, please contact us as soon as possible and provide your order number.
Where an order has not yet been prepared or dispatched, we will review whether cancellation is possible.
For goods that are not exempt from the statutory cancellation rules, eligible customers may have a right to cancel within 14 days of receiving the goods.
The 14-day cancellation right does not generally apply to goods liable to deteriorate or expire rapidly, such as many fresh food products.
Nothing in this policy affects any cancellation or refund rights you may have under applicable consumer law.
6. Refund Processing
Once a refund has been approved, it will normally be issued to the original payment method used for the order.
We will confirm the refund amount and initiate the refund through the relevant payment channel.
Where only part of an order is affected, the refund will normally cover the relevant item or agreed amount rather than the entire order.
Any refund of delivery charges will be handled in accordance with the applicable circumstances and your statutory rights. Standard delivery on our website is free of charge.
7. Refund Arrival Time
We aim to process approved refunds promptly. The time needed for the money to appear in your account depends on the payment provider and your bank.
Once your refund has been approved, we aim to initiate it within 5 working days. After the refund has been issued, it may take a further 5–10 working days for the funds to appear in your account.
The actual arrival time may vary depending on your card issuer, bank or payment provider. Weekends and public holidays are not counted as working days.
If the refund has not appeared after 10 working days from the date it was processed, please contact your bank or payment provider first. You can also contact us with your order number so we can help check the refund status.
8. How to Request a Refund
To report a problem or request a refund, please contact our team using the details below.
Please include your order number and explain the reason for your request. Photographs may also be helpful when reporting damaged or unsuitable produce.
We will review your enquiry and respond with the next steps. We may contact you if further information is needed.
9. Contact Us
If you have questions about this Refund Policy or need assistance with an order, please get in touch.
Dymond Farm
Email: info@dymondfarm.co.uk
Telephone: 01579 935509
Address: 52 Fore Street, Callington, Cornwall, United Kingdom, PL17 7AJ