Returns & Exchanges

Policy overview

This Returns & Exchanges Policy applies to business customers buying items from Grow Waas Ltd.

Our assortment comprises fresh fruits, vegetables, salads, herbs, berries, and other perishable products; therefore, most of the goods cannot be treated the same as conventional non-perishable retail products.

If there's a real issue with an order, we'll look at the circumstances and, if applicable, offer a replacement, account credit, refund, or other fair solution.

This Policy should be read alongside our Terms & Conditions .

This Policy does not exclude or limit any right or remedy which cannot lawfully be excluded.

Please check your delivery soon.

We strongly suggest you inspect each delivery at your earliest reasonable convenience upon its arrival.

Where practical, please check:

• the products delivered;
• quantities;
• appearance;
• obvious damage;
• packaging where applicable;
• any important specification agreed for the order; and
• date or durability information where applicable.

Shortages

Shortages should be recognized and reported, if feasible, on receipt of the supply.

Visible damage

If there is any damage or quality problem with the order upon receipt, please report it as soon as feasible, if reasonably practicable..

Unattended deliveries

Where someone is not there for delivery, please check the order as soon as you arrive and report any visible deficiency or damage on the same day where reasonably possible.

Report a problem

The food is fresh and might perish rapidly; therefore, quick reporting is vital for both the Customer and Growwaas.

Concerns over the quality of fresh produce

Normal reporting of fresh or perishable produce should be done to us within 24 hours of delivery if there are quality issues. .

If a problem was not reasonably discoverable on initial examination, please get in touch with us as soon as discovered.

What to send us

Please send as much of the following info as you can:

• your business name;
• order or invoice number;
• delivery date;
• name of the affected product;
• quantity affected;
• concise description of the problem;
• photographs showing the issue where appropriate; and
• any relevant packaging, batch, date or label information.

When we can help

We will review claims relating to issues such as the following.

Products that normally cannot be returned

Unless a product is defective, incorrect, or otherwise subject to an applicable contractual or legal remedy, we normally cannot accept returns of fresh or perishable goods simply because they are no longer required.

This may include:

• fresh fruits and vegetables;
• salads;
• fresh herbs;
• berries;
• temperature-sensitive goods;
• products specially sourced for your business;
• products ordered to a particular specification;
• goods that have been prepared, processed or used;
• goods that have been mixed with other products; and
• goods that have deteriorated following delivery because of storage or handling conditions.

Please contact us before attempting to return any product.

How the claims process works

Please hold impacted items.

Where reasonably possible, retain the affected commodities until Growwaas confirms if they can be disposed of, collected, or otherwise dealt with.

We may ask for images or other appropriate information to help us identify the condition of the goods and the origin of the problem.

Do not send back products without an agreement.

Please do not send or return products to Growwaas without first contacting us and receiving instructions.

Credit, Replacement & Refund

Where we agree the items were missing, wrong, damaged, or did not fulfill the applicable contractual terms when delivered, the appropriate remedy will depend on the facts.

Replacement availability

Replacement of fresh items are subject to availability, seasonality, route schedule and other typical supply circumstances.

If we are unable to find a like substitute, we will discuss with you another product, credit or refund.

Approved refunds

Where a refund is allowed, we will return you by an acceptable payment method if an order has been paid in advance.

Where goods have been supplied on a business account, any acceptable claim can be settled by invoice credit or credit note as appropriate

Growwaas shall maintain appropriate records of credits and refunds as required.

Storage and handling after delivery

After the delivery has been completed, the Customer is responsible for the correct handling and storage of products.

Fresh produce should be moved to appropriate storage as soon as possible and managed in line with any relevant food safety, temperature control, hygiene and product standards.

Growwaas may not be able to approve a claim for the following issues that may have occurred after delivery:

• inappropriate storage temperature;
• failure to refrigerate where required;
• excessive heat, cold or moisture;
• contamination after delivery;
• incorrect handling;
• damage caused by the Customer or a third party;
• unreasonable delay before putting products into appropriate storage; or
• processing, preparation or use of the goods.

Order changes and cancellations

Returning an order before it is delivered is not a cancellation.

If you want to make adjustments or cancel your order, email Growwaas as soon as possible.

As fresh goods may be acquired, allocated, selected, packed, or prepared specifically for an order, after fulfillment has begun, we cannot guarantee that a cancellation or change would be feasible

Specially sourced or customer-specific products may not be cancellable once Growwaas has committed to purchasing or preparing them.

Further information is available in our Terms & Conditions .

Natural characteristics of fresh produce

Natural agricultural items are fruit, vegetables, herbs, salads and berries. Size, shape, color, appearance, weight and maturity may vary within tolerable limitations.

A natural variance is not in itself a defect of the product.

We ask that you please advise us of any size, grade, variety, ripeness, origin, pack format, or any other attribute that is vital to your business before placing the purchase, so that we can meet the demand and, if appropriate, agree on it precisely.

Food safety concerns

If you think you have received a product that might be a food safety issue, discontinue use of the product and notify Growwaas as soon as possible with the relevant product and order details.

Business customers

This Policy is primarily formulated in respect of purchases made by Customers in the course of business.

Nothing in this Policy shall limit any mandatory consumer rights that Growwaas shall have when it is supplied to a person acting as a consumer.