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At the Great British Farmers Market, we are dedicated to providing excellent customer service to ensure a positive shopping experience for all our customers.
This Customer Service Policy outlines our standards for response times, the handling of enquiries and complaints, and the procedures for returns, refunds, and exchanges, with considerations for sellers who may be set to away.
Inquiries: All customer inquiries should be acknowledged within 24 hours of receipt, except when sellers are set to away.
Complaints: Complaints should be acknowledged within 24 hours and a resolution or update provided within 72 hours, except when sellers are set to away.
Returns and Refunds Requests: Requests should be acknowledged within 24 hours and processed within 7 days, except when sellers are set to away.
Customers can reach us via email, phone, or the contact form on our website.
If a seller is set to away, an automatic response should inform the customer of the seller’s status and expected return date.
The response and resolution times for inquiries, complaints, and returns/refunds requests will be adjusted accordingly.
General Information: Provide accurate and comprehensive information in response to customer queries about products, orders, and the marketplace.
Order Status: Customers can gain an update on the status of their orders via the website order system, including shipping and delivery information and the seller should keep their records as up to date as possible.
Acknowledgment: The Seller should acknowledge receipt of the complaint within 24 hours, except when sellers are set to away.
Investigation: The seller should investigate the complaint thoroughly, gathering all necessary information from the customer and any relevant suppliers.
Resolution: The seller should aim to resolve complaints within 72 hours, except when sellers are set to away. If a resolution is not possible within this timeframe, the seller should provide the customer with an update and an expected resolution timeline.
Follow-Up: The seller should follow up with the customer after resolving the complaint to ensure satisfaction.
Eligibility: Customers must request a return within 14 days of receiving the product. The product must be in its original condition, unused, and with all original packaging and tags intact.
Process: Customers should contact the seller directly to initiate a return. The seller will provide instructions on how to return the product.
Shipping Costs: If the return is due to a defective or damaged product, the seller will cover the return shipping costs. For all other returns, the customer is responsible for the return shipping costs.
Sellers Set to Away: If a seller is set to away, the return request will be processed upon their return, and the customer will be informed of the expected timeline.
Eligibility: Refunds will be issued for products returned in their original condition and packaging within the specified return period.
Process: Once the seller receives the returned product and verifies its condition, the refund will be processed.
Timing: Refunds will be issued to the original payment method within 14 days of receiving the returned product, except when sellers are set to away.
Eligibility: Customers must request an exchange within 14 days of receiving the product.
Process: Customers should contact the seller directly to request an exchange. The seller will provide instructions on how to return the product and arrange for the replacement.
Shipping Costs: If the exchange is due to a defective or damaged product, the seller will cover the shipping costs for both the return and the replacement. For all other exchanges, the customer is responsible for the return shipping costs.
Sellers Set to Away: If a seller is set to away, the exchange request will be processed upon their return, and the customer will be informed of the expected timeline.
We encourage customers to provide feedback on their shopping experience and the products they purchase.
Feedback can be provided via email, phone, or the feedback form on our website.
Customer feedback is used to improve our products, services, and overall customer experience.
Sellers are required to review and consider customer feedback to continually improve their offerings.
The Great British Farmers Market is committed to continuous improvement in customer service.
We regularly review and update this customer service policy to ensure they meet the needs of our customers.
Please also refer to our Customer Code of Conduct and Seller Code of Conduct
This Customer Service Policy was last updated: 10/07/2025