Farmooly

Refund, Return & Cancellation Policy

Effective date: April 2026  ·  Privacy Policy

1. Our Commitment

Farmooly connects shoppers directly with local farmers and artisan vendors. Because most products sold on Farmooly are fresh food items, our refund and return policy differs from that of a traditional retail store. We believe in fair treatment of both customers and the hardworking farmers and vendors who depend on this marketplace for their livelihood.

2. Order Cancellations (Before Preparation)

Customers may cancel an order and receive a full, automatic refund within 2 hours of placing it, provided the vendor has not yet marked the order as Processing, Preparing, Shipped, or Delivered.

  • Cancellations are initiated directly in the Farmooly app from your Receipts screen — no need to contact support.
  • The refund is issued immediately to your original payment method.
  • Refunds typically appear within 5–10 business days depending on your bank or card issuer.
  • Once the 2-hour window closes, or once a vendor has begun preparing your order, cancellations are no longer available through the app. Contact support@farmooly.com for assistance.

3. Perishable Food Items — No Returns or Refunds

⚠️ Perishable items (fresh produce, meat, dairy, eggs, prepared foods, refrigerated or frozen products) are final sale. No returns or refunds are issued once an order has been delivered or picked up — except in cases of documented quality problems.

This policy exists for important food safety reasons:

  • Returned food items could have been tampered with, improperly stored, or contaminated after leaving the vendor's control.
  • Vendors cannot safely resell returned perishables.
  • Farmooly prohibits chargebacks or refund claims for perishable food that has been received, unless the item was demonstrably spoiled, unsafe, or significantly not as described at the time of delivery or pickup.
Quality Problems with Perishables?
If you receive a perishable item that is spoiled, unsafe, or significantly not as described, contact the vendor directly first — vendors are your best and fastest path to resolution. You can message them through the Farmooly app. If the vendor is unresponsive or unable to resolve the issue, contact support@farmooly.com within 24 hours of receipt with photos and your order number and we will step in to help.

4. Non-Perishable Items — Returns Accepted

Non-perishable items (shelf-stable goods, artisan crafts, merchandise, packaged foods, soaps, candles, clothing, etc.) may be returned within 7 days of delivery if unused and in original condition.
  • Contact support@farmooly.com to initiate a return. Include your order number and reason for the return.
  • The customer is responsible for return shipping costs unless the item arrived damaged or was not as described.
  • Refunds for approved returns are issued within 3–5 business days of the vendor confirming receipt of the returned item.
  • Farmooly reserves the right to deny returns if the item shows signs of use, damage by the customer, or is returned outside the 7-day window.

5. Disputed Charges & Chargebacks

We take billing disputes seriously and ask that customers contact us before filing a chargeback with their bank. Chargebacks filed for perishable food items that were received as described will be contested.

If you believe a charge is incorrect, email support@farmooly.com with your order number. We respond within 1 business day.

🤖 AI-Assisted Billing Review: Farmooly uses artificial intelligence to monitor and review billing charges across the platform — including charges to customers, fees collected from vendors, and platform revenue. This helps us detect billing errors, duplicate charges, unusual patterns, and ensure every transaction is accurate and fair for all parties. If our AI flags a discrepancy in your account, our support team will reach out proactively.

6. Vendor Responsibilities

Vendors on Farmooly agree to:

  • Accurately describe all products, including whether items are perishable.
  • Honor cancellation requests received within the 2-hour window.
  • Not ship or prepare orders while a cancellation is pending.
  • Work in good faith to resolve legitimate customer complaints about non-perishable items.

Vendors who repeatedly fail to honor this policy may have their accounts suspended.

7. Farmooly's Role

Farmooly is a marketplace facilitator. While we process all payments and collect applicable taxes on behalf of vendors, Farmooly is not the seller of record for individual vendor products. Farmooly facilitates dispute resolution between customers and vendors but may, at its discretion, issue refunds or credits when a vendor is unable or unwilling to resolve a legitimate complaint.

8. Contact Us

Questions about a refund or return? We're here to help.