Before you order
FreshFarm is in controlled early access. Ordering is offered only where approved farms, genuine product availability and a workable collection or delivery option are ready. Product pages show the named farm, description, pack or quantity, price and availability.
Your order and the supplying farm
Your basket and order confirmation identify the farm responsible for each product. FreshFarm provides the ordering and payment service and helps coordinate a multi-farm basket. The supplying farm remains responsible for its product, food information, safety, quality and lawful supply.
Prices and payment
The full customer total, including any collection or delivery charge, is shown before you place an order. The payment button will make clear when payment is due. Stripe handles card details securely. FreshFarm does not store the full card number or security code.
Acceptance and availability
An acknowledgement that we received an order is not a guarantee that every item can be supplied. Each relevant farm must confirm its allocation. If an item cannot be supplied, FreshFarm will explain the change and arrange the appropriate cancellation, replacement choice or refund.
Collection and delivery
Available methods, charges and estimated times are shown before checkout. Estimates may change where a farm must finish preparation or where safe transport depends on practical conditions. We will communicate material changes and will not treat an unavailable item as fulfilled.
Cancellations, fresh food and refunds
Your statutory rights are not affected. Some fresh, perishable or personalised goods may not have the usual change-of-mind cancellation right. Where a right to cancel applies, or where goods are faulty, not as described or not supplied, FreshFarm and the supplying farm will apply the rights and remedies required by UK consumer law. Contact us as soon as possible through account support and include the order reference.
Unavailable paid items and refund timing
If a farm confirms that a paid item cannot be supplied, you may choose a refund immediately through My orders without farm approval and without accepting a replacement. FreshFarm is responsible for submitting the refund through Stripe promptly; the farm manages the supply problem with FreshFarm oversight. Refund requested means your choice is recorded, not that Stripe has received it or that funds have reached your bank.
Refunds return to the original payment method. Once FreshFarm initiates a card refund through Stripe, it normally appears in approximately 5–10 business days, depending on the bank or card issuer. This is an estimate, not a guaranteed arrival deadline, and begins with initiation rather than your initial request. An early refund may remove the original charge instead of appearing as a separate credit.
If Stripe reports a pending refund, including where sufficient available funds are needed, FreshFarm must investigate and address the delay. If a submitted refund has not appeared after 10 business days, contact FreshFarm with the order reference so we can check the status and provide a tracing reference where available. A failed refund is not a completed refund.
The refund covers the unavailable item; any delivery or collection charge adjustment is assessed separately under applicable rights. Other items remain unaffected unless separately cancelled. Stripe processing fees are not deducted from the customer refund for an unavailable item. These processing estimates do not limit statutory rights.
Problems with food
Do not consume food you reasonably believe is unsafe. Keep the product, packaging and order details where safe to do so, and contact FreshFarm promptly. Urgent medical concerns should be directed to the appropriate health service.
Complaints
Use FreshFarm account support or email hello@freshfarm.app. We will identify the relevant farm, review the order record and explain the next step. Nothing in these terms limits statutory consumer rights.