Refund and Return Policy
Plant Farm products are fresh baked goods made without preservatives, so returns work differently here than for most online purchases. Please read this before you order.
Change of mind
For food safety reasons we cannot accept returns or exchanges because you changed your mind or ordered the wrong item.
We can sometimes change or cancel an order before it is dispatched. Email info@plantfarm.jp as soon as you can. Once an order has been dispatched we cannot cancel it.
If something is wrong with your order
We will put it right if:
- an item arrived damaged
- an item arrived spoiled
- you received the wrong item
- something was missing
How to tell us
Email info@plantfarm.jp within 3 days of delivery. Please include:
- your order number
- which item is affected
- a photo showing the problem
These are chilled products and their condition changes day to day, so please contact us promptly.
What we will do
Once we have looked at it, we will send a replacement or refund you. Tell us which you would prefer. If we cannot supply a replacement, we will refund you.
If we ask you to send an item back, we pay the return shipping. You will not be out of pocket.
How and when you get your money back
Refunds go back to the payment method you used.
For credit cards, it can take up to about a month for our refund to appear on your statement, depending on your card issuer. PayPay refunds usually appear within a few business days.
If you paid shipping and we refund the full order, we refund the shipping too.
If more than two weeks pass after we process a refund and you still cannot see it, email info@plantfarm.jp.
Wrong address or uncollected parcels
If the delivery address was wrong, or the parcel was not collected within the courier’s holding period, we cannot resend chilled goods and cannot refund the order. Please check your address and choose a date you can receive the delivery.
Gifts
If the recipient tells us something is wrong, we handle it exactly as above. The refund goes back to whoever placed the order.
Any questions, email info@plantfarm.jp.