Refund policy

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At Essential Fruit, customer satisfaction is important to us. If you are unhappy with your order, please review our Returns & Refund Policy below.

1. Fresh Produce and Perishable Goods

As we sell fresh fruit and other perishable food products, returns cannot normally be accepted once products have been delivered, unless:

  • The product is damaged upon delivery.
  • The product is faulty or unfit for consumption.
  • You have received the incorrect item.

2. Reporting an Issue

If there is a problem with your order, please contact us within 24 hours of delivery.

When contacting us, please provide:

  • Your order number.
  • A description of the issue.
  • Photographs of the products where applicable.

This helps us investigate and resolve the matter quickly.

3. Refunds

Refunds may be approved where:

  • Products are damaged during delivery.
  • Products received are incorrect.
  • Products are deemed faulty or unfit for their intended use.

Approved refunds will be processed back to the original payment method used when placing the order.

4. Replacements

Where appropriate, Essential Fruit may offer a replacement product instead of a refund.

Replacement requests are subject to product availability and delivery schedules.

5. Incorrect Information

We cannot offer refunds or replacements where:

  • An incorrect delivery address was provided.
  • The customer was unavailable to receive the delivery where arrangements were required.
  • Products deteriorate due to improper storage after delivery.

6. Order Cancellations

Orders may be cancelled before they have been prepared for delivery.

Once an order has been prepared, packed, or dispatched for delivery, cancellation requests may not be possible due to the perishable nature of our products.

7. Our Commitment

We take great care in selecting and delivering fresh, high-quality products. If we make a mistake, we will work with you to provide a fair and reasonable solution as quickly as possible.