Refund policy

At Talula Farms, we carefully select and pack our produce and products to ensure they reach you in the best possible condition.

Because many of the products we sell are fresh and perishable, our return and refund process is slightly different from that of a typical online store. We do not generally accept returns of fresh produce after delivery. However, if there is an issue with your order, we want to know about it and will do our best to make it right.

1. Fresh & Perishable Products

Fresh produce, seafood, meat, dairy and other perishable products cannot generally be returned after delivery due to their nature and food-safety considerations.

However, you may be eligible for a full refund if your order arrives with items that are:

  • Damaged during delivery

  • Spoiled or unsuitable for consumption upon arrival

  • Significantly poor in quality upon arrival

  • Missing from your order

  • Different from what you ordered

  • Damaged as a result of the delivery or packing process

If you experience any of these issues, please contact us and we will review the situation and arrange an appropriate resolution.

2. Damaged, Spoiled, Missing or Incorrect Items

We stand behind the quality of our products.

If an item in your order is damaged, spoiled, missing or incorrect, please contact us as soon as possible after receiving your order.

For eligible issues, Talula Farms may provide a 100% refund for the affected item(s).

Depending on the circumstances and availability, we may also offer a replacement or another suitable resolution.

For example, if your order contains five items and one item is damaged, the refund would generally apply to the affected item rather than the entire order.

If an entire order is affected by a significant quality or delivery issue, we will assess the situation and determine the appropriate refund.

3. How to Report an Issue

Please contact us within 24 hours of receiving your order if you notice any damaged, spoiled, missing or incorrect items.

To help us resolve the issue quickly, please provide:

  • Your order number

  • A description of the issue

  • Photos of the affected item(s), where applicable

  • Any other information that may help us understand what happened

For fresh produce, we recommend taking photos as soon as you notice the issue.

Please contact us through:

WhatsApp: +65 9171 5063
Email: nicholas@talulafarms.com

We may request additional information where necessary to assess a refund request.

4. Fresh Produce & Natural Variations

Fresh produce is grown by nature, and natural variations are to be expected.

The size, shape, colour, ripeness and appearance of fruits and vegetables may vary from one harvest to another. Produce may also have minor blemishes or natural imperfections.

These characteristics do not necessarily indicate that a product is defective or unsuitable for consumption and may not qualify for a refund.

We will, however, take seriously any concerns about produce that is genuinely spoiled, significantly damaged or unsuitable for consumption when delivered.

5. Seasonal Produce & Substitutions

Much of what we offer is seasonal and availability can change depending on harvests, weather and supply.

For Farmer's Boxes and other orders containing seasonal produce, we may occasionally need to substitute an item with another product of similar type, quality or value.

Where a selected or advertised item becomes unavailable, Talula Farms may:

  • Substitute the item with a suitable alternative; or

  • Refund the affected item where a suitable replacement is not available.

We will always aim to provide produce that reflects the quality, variety and value of the original order.

6. Changes, Cancellations & Subscription Orders

Our Farmer's Box subscriptions are flexible and have no minimum commitment period.

Customers may cancel their subscription by contacting us via WhatsApp.

For subscription cancellations, please provide at least 3 business days' notice before your next scheduled delivery.

If an order has already been prepared, packed or dispatched, we may not be able to cancel or refund that particular delivery because the products are fresh and perishable.

For changes to an upcoming delivery, including skipping a delivery or changing an order, please contact us as early as possible.

Once an order has been prepared or dispatched, changes or cancellations may no longer be possible.

7. Delivery Issues

Our regular Farmer's Box and BYOB delivery windows are 3pm–7pm on Tuesdays and Fridays.

Please ensure that someone is available to receive your order during your selected delivery window.

If you are unavailable to receive your order

If a customer is unavailable to receive an order, or does not provide suitable delivery instructions, Talula Farms may not be responsible for any deterioration in product quality that occurs after a delivery attempt.

As our products are fresh and perishable, we cannot guarantee their quality if they are left unrefrigerated or uncollected for an extended period.

Incorrect delivery address

Please ensure that your delivery address and contact details are correct before placing your order.

If an incorrect address is provided by the customer and this results in a failed or additional delivery attempt, additional delivery charges may apply.

Delivery delays

While we work to deliver within the stated delivery window, unforeseen circumstances such as traffic, weather or operational issues may occasionally cause delays.

If you believe a delivery delay has affected the quality of your produce, please contact us as soon as possible so that we can assess the situation.

8. Non-Perishable Products

For non-perishable products such as pantry products and other shelf-stable goods, refund or return eligibility may differ from that of fresh produce.

If a non-perishable product arrives damaged, defective or incorrect, please contact us within 24 hours of delivery with your order number and photos of the product.

Depending on the circumstances, we may offer a replacement or refund.

Products that have been opened, used or damaged after delivery by the customer may not be eligible for a refund unless the issue relates to a defect or problem that existed when the product was delivered.

9. Refunds

Once your refund request has been reviewed and approved, we will process the refund using the applicable payment method.

Where a refund is approved, the time taken for the funds to appear in your account may depend on your bank, card issuer or payment provider.

If you have not received an approved refund after a reasonable period, please contact us and we will assist you in checking the status.

10. Returns

Due to food safety and the perishable nature of many of our products, fresh produce and other perishable food products generally do not need to be returned.

If we require an item to be returned in a particular situation, we will provide you with instructions.

Please do not dispose of an item that is the subject of a quality or refund claim until we have advised you whether it is necessary for us to inspect it.

11. Satisfaction Guarantee

We want you to be happy with what you receive from Talula Farms.

If you are genuinely dissatisfied with the quality or value of your order, please reach out to us. We will review your concern and work with you on an appropriate resolution.

Our satisfaction guarantee does not mean that every natural variation in fresh produce qualifies for a refund. Each situation will be considered based on the condition and circumstances of the order.

12. Contact Us

If you have any questions about our Refund & Return Policy or need help with an order, please contact us:

Talula Farms
WhatsApp: +65 9171 5063
Email: nicholas@talulafarms.com

We are always happy to help