Customer Code of Conduct

At the Great British Farmers Market, we are committed to creating a positive and respectful environment for all our customers and vendors.

This Customer Code of Conduct outlines the standards of behaviour expected from our customers and the consequences of violating these standards.

There is an equivalent code of conduct for our vendors here: Vendor Code of Conduct.

Compliance with Laws and Regulations

• Customers must comply with all applicable local and national laws and regulations when using the marketplace.

• Customers must adhere to all marketplace policies, including product review guidelines and the platform's Terms of Use.

• Customers must respect vendors' refund and return policies as published on each vendor's listings (see Vendor Agreement, section 3: vendors are responsible for their own refunds and returns).

Honesty and Integrity

• Customers must provide accurate and truthful information when creating accounts, placing orders, and leaving reviews.

• Misrepresentation of information, including false claims about products or services, is strictly prohibited.

• Customers must not engage in any fraudulent activities, including payment fraud or deliberate chargeback abuse.

Respect for Vendors and Products

• Customers must respect the effort and craftsmanship of vendors by handling and using products as intended.

• Customers should not engage in activities that damage or deface products.

• Products sold on this marketplace are primarily made by small, independent UK producers, please treat them and their work with respect and be appreciative of the fact that many may have full time jobs besides selling here (see Vendor Eligibility Policy for who our vendors are).

We understand that we are all human, no one is perfect, and that mistakes can happen, whether they are related to orders, deliveries, or communication. While we all strive to provide the best possible service, there may be times when things don't go as planned or as expected.

We kindly ask that customers remain respectful and professional when dealing with any issues or frustrations. Constructive communication helps us address and resolve concerns more effectively, ensuring a positive experience for all.

Let's work together to resolve problems in a courteous and fair manner.

If you can be anything, be kind. 

Respectful Communication

• Customers must communicate with vendors, marketplace staff, and other customers with respect and professionalism.

• Harassment, discrimination, or any form of abusive behaviour will not be tolerated.

Constructive Feedback

• Customers are encouraged to provide constructive feedback and reviews based on their genuine experience with products and services.

• Feedback should be respectful, honest, and free from offensive language.

• Malicious or retaliatory reviews aimed at damaging a Vendor's reputation are prohibited.

Marketplace Interaction

• Customers must adhere to all marketplace rules and guidelines when interacting with vendors and other customers.

• Customers should report any suspicious or fraudulent activities to marketplace support.

The following sets out the graduated approach we will take:

Warnings and Notices

• Minor violations may result in a warning or notice from the marketplace.

• Customers will be given an opportunity to rectify the issue within a specified timeframe.

Account Suspension

• Repeated or serious violations may result in the temporary suspension of the customer's account.

• Customers will be notified of the suspension and the steps required for reinstatement.

Account Termination

• Severe or continuous violations may result in the permanent termination of the customer's account.

• Customers will be notified of the termination and the reasons for this action.

Legal Action

• In cases of illegal activities, the marketplace reserves the right to take legal action and report the customer to the relevant authorities.

• Vendors, customers, and marketplace staff are encouraged to report any violations of this Code of Conduct.

• Reports can be made to marketplace support via info@greatbritishfarmersmarket.co.uk.

• All reports will be treated confidentially and investigated as promptly as possible.

The Great British Farmers Market is committed to continuous improvement and reserves the right to update this Customer Code of Conduct as needed.

Customers will be notified of any changes here and are expected to comply with the updated code.

Last Updated: 11 September 2026

Questions? Contact us at info@greatbritishfarmersmarket.co.uk.