Refunds & Returns
Galloway Food Hub and our small local producers are all committed to you being happy with your purchase. Please see below about what to do if you have any issues with your produce and our cancellation policy.
Damaged Products
If any of your products are damaged in any way upon receipt, please email us at hello@gallowayfoodhub.org.uk with an image of the damaged product along with your Full Name, Order Number and an explanation of the problem. If the products are faulty through no fault of your own, we will happily refund the affected item/s or replace on the next order cycle if possible.
Cancellations
‘Dry’ Non-Perishable and Frozen Goods only
Requests for cancellations of any dry goods or frozen goods can be made at any time before 2pm on the day of delivery by phoning 07940313445 with your name and collection point details.
Perishable Goods
Requests for cancellations of fruit and vegetables, some baked goods and cheeses must be made before 12pm on the Thursday before you are due to receive the order on the Friday. See Order Confirmation email and Order History for details. Galloway Food Hub producers supply perishable products specifically to fulfil the orders we receive, and we cannot cancel or refund orders for these perishable products once we have sourced them at your instruction.
Please make sure you are happy with your Shopping Cart/Basket before making payment and completing your order. Please check your Order Confirmation email to review the details of the order that you have submitted. Galloway Food Hub cannot be held liable for acting in good faith on incorrect information received.
Galloway Food Hub will do what it can to accommodate any unforeseen circumstances which mean you cannot collect your order. Produce paid for and unable to be collected can be sent to a local Community Larder to avoid waste.
No Shows
It is imperative that you let us know if you cannot make the collection point times as described. Customers are emailed reminders the day before collection. Customers who aren’t at their designated collection point within the drop off times emailed to them for their order date will be called on the phone number given on the order system to remind them to collect. Please make sure this is the best and correct phone number for the Food Hub to reach you on. If we cannot ascertain the customers whereabouts the order will be kept and returned by the volunteer supporting that collection point. At some collection points we may be able to leave the order to collect later of the following day, this is the exception rather than the rule. We cannot deliver orders to customers homes outside of the Glenkens delivery options. Uncollected orders will not be credited.
Returns (‘Dry’ Non-Perishable Goods only)
If you wish to return any ‘Dry’ non-perishable products, please notify us within 24 hours of receiving your delivery. Returns must be made at your own cost within 7 days of receiving your delivery. Please note that we can only accept the return of ‘Dry’ non-perishable products – we cannot accept returns of any fresh or frozen products. Returns must be received in their original condition.
Refunds
Refund payments will return the value of the faulty product to the card on which you made the payment for goods with. This will happen within 5-10 working days as per Stripe, the card payment systems terms.
Consumer Rights
When you shop online you have the right to a “cooling-off” period of 14 calendar days in the EU (Consumer Contacts Regulations) and 30 days in the UK (Consumer Rights Act 2015) whereby you can withdraw from the contract and return your purchases to the seller. Perishable goods are not covered by these cooling-off periods, as they might not reasonably last as long as the stipulated 14-day or 30-day thresholds.
hello@gallowayfoodhub.org.uk
