Customer Service Policy

At the Great British Farmers Market, we are dedicated to providing excellent customer service to ensure a positive shopping experience for all our customers.
This Customer Service Policy outlines our standards for response times, how enquiries and complaints are handled, and the procedures for returns, refunds, and exchanges.

Our Commitments to You

• Inquiries: We will acknowledge all customer inquiries within 24 hours of receipt.
• Complaints: We will acknowledge complaints within 24 hours and provide a resolution or update within 72 hours.
• Returns and Refund Requests: We will acknowledge requests within 24 hours. Note that returns and refunds are handled by the individual seller (see below).

Communication Channels

You can reach us via email, phone, or the contact form on our website.

Sellers Set to Away

Some sellers may temporarily mark themselves as "Away" on the platform (for example, during holidays or production breaks). When a seller is Away:

• Any inquiry, complaint, or return/refund request you send will trigger an automatic response informing you of the seller’s Away status and expected return date.
• Our response and resolution timeframes above are paused until the seller returns. You will be notified of the adjusted timeline.

Enquiries

• General Information: We will provide accurate and comprehensive information in response to your queries about the marketplace, how it works, and how to contact sellers.
• Order Status: You can check the status of your orders, including shipping and delivery information, via the order tracking system on our website. For order-specific questions, you should contact the seller directly (see Seller Agreement, section 3: sellers handle their own customer service).

Complaints

• Acknowledgment: We will acknowledge receipt of your complaint within 24 hours.
• Investigation & Resolution: We will investigate complaints about the marketplace itself. Complaints about a specific seller or order are handled by that seller under their obligations in the Seller Agreement, section 3 and Seller Code of Conduct. If you need help reaching a seller, we will assist you.
• Follow-Up: We will follow up with you after resolving marketplace-level complaints to ensure your satisfaction.

Return Requests (If Applicable)

Eligibility: Customers must request a return within 14 days of receiving the product. The product must be in its original condition, unused, and with all original packaging and tags intact.
Process: Customers should contact the seller directly to initiate a return. The seller will provide instructions on how to return the product.
Shipping Costs: If the return is due to a defective or damaged product, the seller will cover the return shipping costs. For all other returns, the customer is responsible for the return shipping costs.
Sellers Set to Away: If a seller is set to away, the return request will be processed upon their return, and the customer will be informed of the expected timeline.

Refund Requests (If Applicable)

Eligibility: Refunds will be issued for products returned in their original condition and packaging within the specified return period.
Process: Once the seller receives the returned product and verifies its condition, the refund will be processed.
Timing: Refunds will be issued to the original payment method within 14 days of receiving the returned product, except when sellers are set to away.

Exchange Requests (If Applicable)

Eligibility: Customers must request an exchange within 14 days of receiving the product.
Process: Customers should contact the seller directly to request an exchange. The seller will provide instructions on how to return the product and arrange for the replacement.
Shipping Costs: If the exchange is due to a defective or damaged product, the seller will cover the shipping costs for both the return and the replacement. For all other exchanges, the customer is responsible for the return shipping costs.
Sellers Set to Away: If a seller is set to away, the exchange request will be processed upon their return, and the customer will be informed of the expected timeline.

Encouraging Feedback

We encourage you to provide feedback on your shopping experience and the products you purchase. Feedback helps us improve the marketplace for everyone.

You can submit feedback via email, phone, or the feedback form on our website.

Using Feedback

• We use customer feedback to improve our platform, services, and overall customer experience.
• We share aggregated, anonymised feedback with sellers to help them improve their offerings.

The Great British Farmers Market is committed to continuous improvement in customer service.

We regularly review and update this Customer Service Policy to ensure it meets the needs of our customers.

Please also refer to our Customer Code of Conduct and Seller Code of Conduct for the behavioural standards that apply to buyers and sellers on our platform.

Last Updated: 11 September 2026

Questions? Contact us at info@greatbritishfarmersmarket.co.uk.