Natural Earth Food wants customers to receive the product they ordered in an acceptable condition. Because many agricultural and food products can be fresh, seasonal or perishable, refund and replacement requests are reviewed according to the circumstances of each order.
1. When We May Offer a Refund or Replacement
Depending on the circumstances, NEF may offer a replacement, partial refund, full refund or another appropriate resolution when:
- the wrong product was delivered;
- part of the confirmed order is missing;
- the product arrived materially damaged or in an unacceptable condition;
- an order was paid for but could not be fulfilled by NEF; or
- another verified issue makes a refund or replacement appropriate.
2. Information We May Request
To review a claim, we may ask for your order number, full name, WhatsApp number, a description of the issue, and clear photos or other reasonable evidence showing the condition of the product or delivery.
For damaged, incorrect, or condition-related claims, you may also be required to provide:
- an unboxing video
- photos taken while receiving the parcel from the logistics company
- the evidence sent immediately to our registered WhatsApp number after receiving the order
3. Fresh and Perishable Products
Natural variation in colour, size, shape, ripeness or appearance is not automatically considered a defect. Fresh and perishable products can also be affected by storage and handling after delivery, so claims are assessed based on the condition at or shortly after receipt.
The shelf life of fresh products will be considered according to the period stated on the product packaging. Any issue relating to freshness, spoilage, or shelf life must be reported before the stated shelf-life period expires.
4. Situations That Are Normally Not Refundable
Unless required by applicable law or otherwise agreed by NEF, a refund may not be available where:
- the customer simply changes their mind after the order has been prepared or dispatched;
- the issue results from an incorrect shipping address or contact information supplied by the customer;
- delivery could not be completed because no one was available to receive the order after reasonable coordination;
- the product was materially consumed, altered, improperly stored or damaged after delivery; or
- the claim concerns normal natural variation rather than a genuine quality or fulfilment problem.
5. Order Cancellation
If you need to cancel an order, contact NEF as soon as possible. We will try to accommodate cancellation before the order is prepared or dispatched. Once preparation, procurement or dispatch has started, cancellation may no longer be possible, particularly for fresh or perishable goods.
6. Approved Refunds
If a refund is approved, NEF will confirm the refund amount and method with you. Approved refunds will be processed within 7 working days. The time taken for the refunded amount to appear in your account may vary depending on the bank, transfer method, or other payment-service factors outside NEF’s control.
7. Delivery Charges
Where delivery or shipping charges apply, whether those charges are refundable depends on the reason for the refund and whether the delivery service was successfully provided.
8. How to Request Help
To report an order problem, use our Contact Us page or contact NEF through the WhatsApp details shown on the website. Please include your order number whenever possible.
9. Your Legal Rights
This policy does not limit any mandatory consumer rights or remedies that apply to your purchase under applicable law.