Returns & Exchanges

Policy overview

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

Our range includes fresh fruit, vegetables, salads, herbs, berries and other perishable products. These items cannot always be returned or exchanged in the same way as ordinary non-perishable goods.

If an order is short, incorrect, damaged or does not meet the agreed requirements when delivered, we will review the circumstances and, where appropriate, offer a replacement, account credit, refund or another reasonable 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

Where reasonably possible, shortages should be identified and reported when the delivery is received.

Visible damage

Report visible damage, incorrect items or obvious quality concerns as soon as reasonably possible after delivery.

Unattended deliveries

If nobody is present when an agreed unattended delivery is made, check the order as soon as you return and report visible shortages or damage on the same day where reasonably possible.

Report a problem

Fresh produce can change condition quickly, so prompt reporting helps us investigate the issue fairly and identify an appropriate solution.

Concerns over the quality of fresh produce

Quality concerns involving fresh or perishable produce should normally be reported within 24 hours of delivery. If an issue could not reasonably have been identified during the initial check, contact us promptly after discovering it.

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.

Please retain affected products where reasonably possible until Growwaas confirms whether they should be collected, disposed of or handled in another way.

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 fresh produce is subject to availability, seasonality and delivery schedules. If a suitable replacement is unavailable, we may agree an alternative product, account credit, refund or another reasonable solution.

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

Approved refunds

Where an approved order was paid in advance, refunds will normally be made using an appropriate payment method. For products supplied on a business account, an approved claim may be settled by account credit or credit note.

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

If you need to change or cancel an order, contact Growwaas as early as possible.

Because fresh produce may be sourced, allocated, picked or packed specifically for an order, we cannot guarantee that a change or cancellation will be possible once fulfilment has begun.

Specially sourced products or products ordered to an agreed specification may not be cancellable after Growwaas has committed to purchasing or preparing them.

Refusing or returning a delivery does not by itself cancel the order. Please contact us first and follow the instructions provided.

Further information is available in our Terms & Conditions .

Natural characteristics of fresh produce

Fruit, vegetables, salads, herbs and berries are natural agricultural products. Reasonable variations in size, shape, colour, appearance, weight and ripeness may occur and are not necessarily defects.

If size, grade, variety, ripeness, origin, pack format or another specification is important to your business, tell us before ordering so that it can be discussed and, where appropriate, agreed.

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 excludes or restricts any rights or remedies that cannot lawfully be excluded.