Returns & Refunds Policy

QUALITY AND PRODUCE

At Market Box, we pride ourselves in hand selecting only the freshest and highest quality produce bought each day for you. It is important to remember that fruit and vegetables are a perishable, natural product that will react to their immediate indoor environment and external weather conditions. Unfortunately, once we dispatch our produce, a number of changes in condition may result in their longevity being reduced. Air conditioning, extreme heat or changes in temperature may also have an adverse effect on the produce. Unfortunately, with all the possible variables, it is difficult for Market Box to guarantee the produce quality in every case. As each produce is unique, so too are your requirements and concerns surrounding your order. For that reason, we ask that you please contact us via email at orders@marketbox.delivery to discuss your queries or concerns in relation to your order.

REFUNDS & CREDIT

All refunds and credit for our service and produce is assessed on an individual case basis.In many cases we will offer to add extra produce (exchange) to your next order. If this is not a satisfactory resolution we may also offer a credit or refund for the produce in question.

WHEN AN EXCHANGE or REFUND/CREDIT WILL BE CONSIDERED

  • Produce is visibly mouldy or has become overripe (subject to produce characteristic).
  • Produce is damaged, or has physically deteriorated within 24 hours at pick-up location.

WHEN WILL YOU NOT BE GIVEN A REFUND?

    • Change of mind once order has been despatched or delivered for pick-up.
    • If you collected your order more than 24 hours after pick-up notification, and the produce has deteriorated.
    • If the order was a pick-up, and after two attempts to contact you for collection.
    • Expectation of taste/flavour of produce such as durian, and jackfruit. Every fruit & vegetable has its own characteristic based on the growing condition, variety/cultivar traits. No produce will be 100% perfect or even in taste even when we do our best in picking the Class 1 or Export grade quality.
    • Appearance. We pick fruit/veg for its general quality and grower’s reputation. Visually imperfect produce is just as great quality - and helps us reduce wastage on the planet.
    • Commercial Reselling. If you are reselling our produce your account will be suspended without compensation.
    • Market Box reserves the right to its final decision including to void all guarantees and agreements based on the dispute resolution process.

24-HOUR RETURNS POLICY

On average, fresh produce should last between 24-48 hours, and 5-7 days depending on the type of produce. Should your fruit or vegetables perish within 24 hours of delivery/pick-up date, and we are satisfied that all reasonable care has been undertaken by you, Market Box will be happy to consider an exchange request or credit/refund. Market Boxreserves the right to request photos or images of the original fruit/vegetables. Market Boxrequires that any dissatisfaction with the freshness of the fruit/vegetables be communicated to us within 24 hours of delivery through our email account orders@marketbox.delivery. Should you decide to take to posting publicly through social media as your first communication and not give us the opportunity to resolve the matter privately we will reserve our rights to defend any claims. To assist us in quality control, it is our policy for you to return the original produce in the disputed condition at your own expense. Regretfully, we will not arrange an exchange of produce for you if the original produce has been disposed, or photos are unavailable.

CANCELLATION POLICY

Should you need to cancel your order money will be refunded minus a $30 administrative fee IF 48 hours notice is received by Market Box prior to the scheduled delivery date. We are unable to cancel orders that are already purchased or prepared, and are out for delivery. Cancellations received after the applicable period stated above (ea. if delivery is on the same day) are void. No refunds or credit will be issued to avoid administrative fee. Contact us at orders@marketbox.delivery to discuss your options. Note: Any refunds for orders placed online are credited back to the original credit card on which the order was purchased.