Refund and Returns Policy

HomeRefund and Returns Policy

Effective Date: October 12, 2025

Last Updated: October 12, 2025

At Eco Grove Solutions Canada, our mission is to provide every household across the country with premium, ethically sourced fresh fruits and vegetables. We take great pride in our commitment to quality, sustainability, and transparency. While we strive to deliver an exceptional experience every time, we recognise that issues may occasionally arise. This detailed Refund & Return Policy outlines your rights, our obligations, and the procedures in place to handle any problems you may encounter with your order. It complies fully with Canadian eCommerce and consumer protection laws to ensure a fair and respectful shopping experience.

1. General Policy Overview

Our goal is to guarantee customer satisfaction while balancing the realities of perishable goods logistics. Due to the nature of fresh produce, we do not accept physical returns for health, safety, and sustainability reasons. However, when something goes wrong, we are committed to resolving the issue in a fair, respectful, and timely manner.

We offer the following forms of resolution, depending on the nature of the issue:

  • Full monetary refunds
  • Partial refunds
  • Account credits are valid toward future purchases
  • Complimentary replacements in your next delivery
  • Discount codes for future use

Each case is evaluated individually to ensure that you receive the best possible resolution tailored to your needs.

2. Eligibility for Refunds or Replacements

You are eligible to request a refund, credit, or replacement when:

  • Your delivered produce is spoiled, mouldy, bruised, or otherwise unfit for consumption
  • You receive the wrong items (e.g., red apples instead of green apples)
  • Items are missing entirely from your order
  • Delivery is significantly delayed (beyond 48 hours without communication)
  • The order fails to arrive altogether due to a courier error or internal issues

We request that you report issues promptly and provide documentation, such as photos or screenshots, so we can fairly and quickly assess your claim.

3. Refund Request Process

To ensure a smooth and hassle-free process, we’ve broken the request into three simple steps:

Step 1: Reach Out Within 24 Hours

You must contact us within 24 hours of receiving your delivery to be eligible for a refund or replacement.

Contact methods:

Step 2: Provide Relevant Information

Please include the following details:

  • Full name used during checkout
  • Order number
  • Description of the problem (e.g., item name and issue type)
  • Photos or video evidence of the damaged/spoiled/missing items
  • Preferred form of resolution (refund, credit, or replacement)

Step 3: Response & Resolution

Our team will confirm receipt of your request within 1 business day and aim to resolve most cases within 2–3 business days. If approved, refunds are generally processed within 5–7 business days to your original payment method, or immediately as store credit.

4. Refund Methods

Refunds and compensation options include:

  • Original Payment Refund: Reimbursement to your credit/debit card or payment platform
  • Eco Grove Store Credit: A digital balance added to your account for future use
  • Complimentary Product Replacements: Replacement items delivered with your next order
  • Discount Vouchers: A one-time-use code offering a percentage or dollar amount off your next purchase

All methods are secure and tailored to your preference, where possible.

5. When Refunds May Not Be Issued

We understand your expectations, but also need to protect our sustainability goals. We reserve the right to deny refund or replacement claims in the following circumstances:

  • The request is submitted more than 24 hours after delivery without justification
  • Items have been used, cooked, eaten, or discarded prior to contact
  • The issue is based solely on subjective taste preferences (e.g., too sour, not firm enough)
  • Improper storage post-delivery caused deterioration (e.g., left outside too long)
  • Repeated claims from the same customer without sufficient evidence

Our team will work with you to clarify any questions before denying a request and offer store credit if applicable.

6. Delayed or Missing Deliveries

While we partner with reliable carriers, occasional delivery challenges can arise:

Reasons May Include:

  • Severe weather events
  • National or provincial holidays
  • Errors in the shipping address
  • Courier network disruptions
  • Road closures or unsafe conditions

If your package is delayed beyond the estimated window or fails to arrive:

  1. Verify the delivery tracking via your confirmation email
  2. Confirm that the address details on file are correct
  3. Reach out to our team immediately so we can investigate

Possible resolutions:

  • Re-delivery at the earliest available date
  • Full or partial refund
  • Eco Grove store credit

7. Substitutions & Partial Refunds

In rare cases, an item in your order may be out of stock. In such instances:

  • We may substitute a similar product of equal or greater value
  • You will be notified via email if major substitutions are made
  • If no substitute is available, you’ll receive a partial refund or store credit for that item

Substitutions are always made with customer satisfaction in mind.

8. Order Cancellations

Cancellations are accepted if your order has not yet been prepared or shipped.

To Cancel:

  • Send an email or call our support team
  • Provide your name and order number
  • Ensure you make the request at least 12 hours before your scheduled delivery window

Orders that have already been packed or shipped cannot be cancelled. However, refund options may still be available if you experience issues.

9. Subscription Refund Policy

Our subscription plans offer convenience and savings, but also come with clear expectations:

Key Conditions:

  • Skips and cancellations must be made 48 hours in advance via your dashboard
  • Late cancellations are not eligible for automatic refunds
  • Refunds for recurring deliveries are only reviewed for damaged or missing items

We encourage customers to set reminders or use the “pause” feature if travel or schedule changes are anticipated.

10. Store Credit Details

Eco Grove store credit is an easy and flexible solution for customers who prefer future compensation over a refund.

Store Credit Features:

  • Automatically applied at checkout
  • Valid for 6 months from the date issued
  • Can be combined with other promotions (unless otherwise noted)
  • Cannot be exchanged for cash or transferred

To check your balance, log in to your account or contact support.

11. Gift Card Return Policy

Please note the following:

  • Gift cards are non-refundable once purchased
  • Promotional gift cards may be voided if the associated purchase is refunded
  • Gift cards are valid for 12 months
  • They may not be reloaded, resold, or transferred

All terms of use are available on the gift card purchase page.

12. Freshness & Quality Commitment

Every order is backed by our Freshness & Satisfaction Guarantee. Here’s how we uphold it:

  • Daily quality control checks at our fulfilment centre
  • Packaging designed to preserve temperature, texture, and flavour
  • Ice packs, recyclable liners, and minimal plastic usage
  • Customer feedback channels are reviewed daily by our QA team

We treat every issue as an opportunity to improve and evolve our practices.

13. Abuse Prevention & Fair Use Policy

Eco Grove Solutions maintains the right to refuse refund or replacement claims if there is clear evidence of policy abuse, including:

  • Multiple refund requests without legitimate proof
  • Use of images from prior orders to submit new claims
  • Suspicious refund activity across multiple accounts

In such cases, actions may include:

  • Temporary or permanent suspension of the customer account
  • Investigation by our fraud prevention team
  • Refusal of refund, replacement, or credit

We aim to create a fair ecosystem where all customers can enjoy a consistent, trustworthy experience.

14. Your Legal Rights Under Canadian Law

This Refund & Return Policy complies with:

  • Consumer Protection Act (Ontario)
  • Competition Act (Canada)
  • Food and Drugs Act (Canada)
  • E-commerce laws in British Columbia, Quebec, Alberta, and other provinces

Nothing in this document limits your statutory rights. You may report unresolved concerns to the Office of Consumer Affairs or the provincial consumer protection office in your area.

15. Contact Our Refund Department

We’re here to support you. Whether you have a question, concern, or request, our dedicated team is ready to help:

Eco Grove Solutions Refund Team

Email: info@ecogrovesolutions.org

Live Chat: Weekdays 9 AM–5 PM EST

Website: www.ecogrovesolutions.org

Please include your order number in all communications to help us serve you faster.