Refund policy

Cancellations and refunds 

Because your farms harvest and prepare orders quickly, we do not offer refunds or exchanges for customer‑initiated cancellations once an order has been placed. Please review your order carefully before checking out.

Occasionally, a farm may sell out of an item before the inventory on the store updates. If this happens, the farm will cancel the affected item or order, and a refund will be issued to your original method of payment.

Missed pickups

Since this is fresh produce packaged by the farms, the quality and freshness may decline the longer it remains uncollected. We understand that life gets busy, so farms will hold your order for 3–5 days. Orders that are not picked up within this window will not be refunded, as the items have already been harvested or prepared specifically for you.

Substitutions

If an item becomes unavailable, the farm may contact you to offer a similar substitution. If we don’t hear back within the pickup window, the farm will either provide the closest available match for the item or cancel and refund the order, depending on what is most appropriate.

Damages and issues

Please inspect your order upon receiving it and contact us right away if any item is defective, damaged, or incorrect. We’ll review the issue promptly and determine the appropriate resolution.

If you’re picking up your order directly from a farm, please report any issues to the farm at the time of pickup so they can assist you immediately.

Perishable and Non‑Returnable Items

Many of the products sold on the marketplace are fresh, perishable goods. For food safety reasons, perishable items cannot be returned. Additionally, certain items may be marked as final sale and are not eligible for return or exchange unless they arrive damaged or incorrect.

Refund Timelines

If a refund is issued (for example, due to a farm sell‑out or an approved issue), it will be processed to your original method of payment. Please allow 3–10 business days for the refund to appear on your statement, depending on your bank or payment provider.

Additional Support

If you have any questions or concerns about your order, we’re here to help. You can reach us at info@agora-on.ca.