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Customer Service, Returns & Refunds Policy
At the Great British Farmers Market, we're dedicated to a positive shopping experience. This policy explains our service standards, and how returns, refunds and exchanges work.
1. Your Statutory Rights Come First
Because each purchase is a contract between you and the vendor, your statutory consumer rights apply against the vendor, including:
The 14-day cancellation right (Consumer Contracts Regulations 2013) for distance purchases.
The right to goods that are as described, of satisfactory quality and fit for purpose, and the 30-day short-term right to reject faulty goods (Consumer Rights Act 2015).
Nothing in this policy limits those rights.
2. Who Handles What
Vendors are the sellers of record. They handle returns, refunds, exchanges, delivery issues and customer service for their orders. Contact the vendor first using the details on their listing or your order confirmation.
We handle marketplace-level enquiries and complaints, mediate disputes you can't resolve with a vendor, and enforce our policies when vendors fall short. If you can't reach a vendor, we'll help.
3. Our Service Standards
Enquiries: acknowledged within 24 hours of receipt.
Complaints: acknowledged within 24 hours, with a resolution or update within 72 hours.
Marketplace complaints: we'll investigate complaints about the marketplace itself and follow up with you after resolution.
You can reach us by email, phone or the contact form on our website.
4. Sellers Set to Away
Vendors may temporarily mark themselves "Away" (e.g. holidays or production breaks). When they do:
Enquiries, complaints and return/refund requests trigger an automatic reply telling you the vendor's Away status and expected return date.
The vendor's response and resolution timeframes are paused until they return, and you'll be told the adjusted timeline.
5. Returns and Exchanges
Change-of-mind returns. You may cancel a purchase within 14 days of receiving the product (and post it back within 14 days of cancelling). The product should be in its original condition, unused, with packaging and tags intact.
Exceptions. Some goods are exempt from the 14-day cancellation right once supplied: perishable goods and anything custom-made or personalised for you. Vendors must tell you before you order when an exemption applies. Being on sale is not an exemption — reduced items carry the same cancellation rights.
Faulty or damaged products. If a product is faulty, damaged, or not as described, contact the vendor promptly (with photographs where possible) — in any event within 30 days of receiving it. The vendor covers return shipping for faulty or damaged items. Your remedies against the vendor (repair, replacement, or refund) are those set out in the Consumer Rights Act 2015.
Shipping costs. For change-of-mind returns, you pay return shipping. The vendor refunds your original standard delivery cost when a cancellation refund is due.
6. Refunds and Exchanges
Once the vendor receives a returned item and verifies its condition, they process your refund or exchange.
Refunds go to your original payment method within 14 days of the vendor receiving the return (or of evidence that you sent it back), except where a vendor is set to Away.
Partial refunds may apply only where the item comes back in a reduced condition through handling beyond what's needed to inspect the goods.
Vendors aim to ship replacements within 14 days of a returned faulty item.
7. If You Can't Resolve It With a Vendor
Contact us. We'll mediate between you and the vendor, help you reach them, and enforce marketplace policies where needed. We monitor returns and refunds across the platform, and where vendors repeatedly fail to meet their obligations we may limit their listings, suspend or remove them.
8. Preventing Abuse
We monitor return and refund activity to identify abuse. Customers who make frequent or unusual patterns of refund or replacement requests may be reviewed. If abuse is identified, we may limit refund or replacement requests or suspend accounts, and in serious cases pass information to the police.
9. Feedback
We encourage feedback on your shopping experience and purchases — via email, phone, or the form on our website. We use feedback to improve the platform and share aggregated, anonymised feedback with vendors to help them improve. Our standards for respectful, honest feedback are set out in the Customer Code of Conduct.
10. Changes to This Policy
We review and update this policy regularly. Changes will be published here.
Email: info@greatbritishfarmersmarket.co.uk
Last Updated: 02 October 2026
