Return & Refund Policy

Our Commitment to Quality

At The Market, we're committed to providing you with the freshest, highest-quality products from local farmers and vendors. We stand behind everything we sell and want you to be completely satisfied with your purchase.

If you're not 100% satisfied with any product, we'll make it right. This policy explains how our return and refund process works.

1. Fresh and Perishable Products

1.1 Product Quality Issues

For fresh produce, dairy, meat, seafood, and other perishable items:

• Quality Concerns: If a product is damaged, spoiled, or not up to our quality standards
• Incorrect Items: If you received the wrong product or quantity
• Missing Items: If items from your order are missing
• Damaged in Transit: If products were damaged during delivery

1.2 Timeframe for Fresh Products

Due to the perishable nature of fresh products, quality issues must be reported:

• Within 24 hours of delivery or pickup
• With photographic evidence of the issue (when possible)
• Before consuming or disposing of the product (if safe to retain)

1.3 Resolution Options

For quality issues with perishable products, we offer:

• Full Refund: Credit back to your original payment method
• Store Credit: Account credit for future purchases (typically 10% bonus)
• Replacement: Same product delivered in your next order (when available)

2. Non-Perishable Products

2.1 Return Eligibility

Non-perishable items (canned goods, dry goods, packaged products) may be returned if:

• The product is unopened and in original condition
• You have your order confirmation or receipt
• The product is within its best-by/expiration date
• The return is requested within 14 days of purchase

2.2 Non-Returnable Items

For health and safety reasons, the following cannot be returned once received:

• Opened food items or packages with broken seals
• Fresh produce, meat, poultry, or seafood (unless quality issue)
• Dairy products and eggs (unless quality issue)
• Prepared or hot foods
• Personal care items that have been opened
• Items marked as "final sale" or "clearance"

2.3 Return Process

To return eligible non-perishable items:

1. Contact us within 14 days of receiving your order
2. Provide your order number and reason for return
3. Return items during your next pickup or delivery, or bring to our location
4. Items must be unopened and in original condition

Refunds will be processed within 5-7 business days after we receive the returned items.

3. How to Request a Refund or Return

3.1 Contact Methods

You can request a refund or report an issue through:

• Email: test@thelocalmarketroberts.com
• Phone: 800-800-8000 (Mon-Sat, 8am-6pm)
• Contact Form: Visit our contact page
• Account Portal: Log in and go to Order History → Select Order → Request Refund

3.2 Information to Provide

To expedite your request, please include:

• Order number and date
• Product name(s) and SKU if available
• Description of the issue
• Photos of damaged, spoiled, or incorrect items (when applicable)
• Your preferred resolution (refund, replacement, or store credit)

3.3 Response Time

We strive to respond to all refund and return requests within:

• Quality Issues: Same business day (if reported during business hours)
• General Returns: 1-2 business days
• Refund Processing: 5-7 business days after approval

4. Refund Methods

4.1 Original Payment Method

Refunds are typically issued to your original payment method:

• Credit/Debit Card: 5-7 business days for funds to appear
• Bank Account: 3-5 business days
• Note: Processing time may vary depending on your financial institution

4.2 Store Credit

You may choose store credit instead of a refund:

• Instant Processing: Credit appears in your account immediately
• Bonus Credit: Receive 10% extra when choosing store credit
• No Expiration: Use your credit anytime
• Flexible Use: Apply to any future purchase

4.3 Partial Refunds

Partial refunds may be issued for:

• Items received in less than perfect condition but still usable
• Discounted replacement items when originals are unavailable
• Cases resolved through customer service discretion

5. Delivery Issues

5.1 Missed Deliveries

If you missed your delivery window:

• Contact us immediately to reschedule
• We'll attempt redelivery based on availability
• Perishable items may not be refundable if customer unavailable
• We'll work with you to find the best solution

5.2 Incorrect Address

If you provided an incorrect delivery address:

• Contact us as soon as possible to update
• Redelivery fees may apply
• Refunds may not be available if delivery was successful to provided address

5.3 Package Not Received

If your order shows delivered but you didn't receive it:

• Check with household members and neighbors
• Look around your delivery location (porch, garage, etc.)
• Contact us within 24 hours of delivery confirmation
• We'll investigate with our delivery team
• Refund or replacement issued after investigation

6. Temperature-Sensitive Products

We take special care with temperature-sensitive items (frozen, refrigerated):

• Insulated Packaging: Items packed with ice packs and insulation
• Time Windows: Strict adherence to delivery schedules
• Quality Guarantee: Items should arrive cold/frozen

If temperature-sensitive items arrive warm or thawed:

• Report immediately with photos
• Do not consume potentially unsafe products
• Full refund or replacement provided
• We'll investigate our cold-chain process

7. Substitutions

7.1 When Substitutions Occur

If an item is out of stock, we may substitute with a similar product of equal or greater value. We'll always try to contact you first when possible.

7.2 Substitution Policy

• Substitutions will be of comparable quality and value
• You'll never pay more for a substitution
• If the substitute costs less, you'll be refunded the difference
• You may refuse any substitution at delivery

7.3 Refusing Substitutions

If you don't want a substituted item:

• Inform our delivery person at the time of delivery
• Contact us within 24 hours for a refund
• Update your account preferences to disable substitutions

8. Special Orders and Custom Items

Items specially ordered at your request:

• May not be returnable (you'll be informed at time of order)
• Are still covered by our quality guarantee
• May require advance payment
• Cancellations must be made at least 48 hours before fulfillment

9. Bulk and Wholesale Orders

For bulk or wholesale orders:

• Different return policies may apply
• Returns subject to 15% restocking fee (except quality issues)
• Must be returned within 7 days
• Contact your account representative for specific terms

10. Refund Exceptions

We reserve the right to deny refunds or returns if:

• The request is made outside our specified timeframes
• There's evidence of misuse or improper storage
• Items were damaged after delivery due to customer negligence
• There's a pattern of excessive returns indicating abuse
• The product was consumed before reporting the issue

11. Customer Satisfaction Guarantee

12. Prevention Tips

To help ensure the best experience:

• Inspect Upon Delivery: Check your order as soon as you receive it
• Proper Storage: Refrigerate or freeze perishables immediately
• Check Dates: Note best-by and use-by dates on products
• Contact Us Quickly: Report issues within 24 hours
• Save Packaging: Keep packaging for potential returns
• Take Photos: Document any quality issues

13. Changes to This Policy

We may update this Return & Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. Please review this policy periodically.

14. Contact Us

Questions about returns or refunds? We're here to help: