Before dispatch
Changing or cancelling a request
Contact us with your name and order or rice preorder reference. You can cancel before dispatch. If you cancel before dispatch, we refund the amount paid for the cancelled items. For a fully cancelled shipment, we also refund its delivery charge. We confirm the cancellation and refund details with you.
After dispatch, please still get in touch. We will check the shipment and explain what options are available. A change to quantity or address is subject to what can still be arranged.
Wrong, damaged or unsafe products
Please contact us promptly if the wrong item arrives, a product is damaged, or you are concerned it is unsafe. Include your reference, the product and a short description of the issue. Photos of the product, packaging and label are helpful if available; they are not required to raise a concern.
Do not consume a product you believe is unsafe. Keep the packaging and product details where possible so we can investigate. We will review the issue with you and arrange an appropriate resolution, which may include a replacement or refund.
Unavailable or delayed orders
If we cannot fulfil a confirmed order, we contact you and refund payments for the unfulfilled items, including delivery charges for an entirely unfulfilled shipment. If your confirmed delivery window is missed, contact us so we can investigate and agree the appropriate resolution, including cancellation and refund where applicable.
Any revised delivery plan or replacement is agreed with you. You do not have to accept store credit instead of a refund that is due.
Before returning anything
Please speak with us before sending a product back. We will explain any return or collection arrangements and the address to use. Food safety, the product’s condition and the reason for the return help determine the appropriate next step.
We review concerns about wrong, damaged or unsafe products individually, including problems you notice after opening a pack.
How refunds work
NativeFarms arranges refunds manually. Once a refund is agreed, we confirm the amount, any treatment of delivery charges and the expected refund date in writing.
Where possible, the refund goes back to the same payer through the original payment method. If that is not possible, we agree an alternative with the original payer. Processing time can depend on the bank or payment method; please contact us if the refund has not arrived by the date we confirmed.
We’re here to help.
Keep your order reference and any messages about the issue. You can reach us by phone, email or WhatsApp. Nothing in this policy limits your rights under applicable consumer law.