Return, Refund and Exchange Policy

1. Return eligibility

To qualify for a return, a product must normally be unused, unopened, in its original packaging and in substantially the same condition in which it was delivered. Proof of purchase or the Vizik order reference is required.

Non-perishable products returned because the customer changed their mind must be reported within seven calendar days of delivery. We may refuse a return where the product has been opened, used, altered, improperly stored, damaged after delivery or cannot safely be resold.

2. Fresh and perishable products

Because fresh produce, poultry, eggs and other perishable foods can deteriorate or become unsafe after delivery, we do not accept change-of-mind returns for perishable products that were delivered correctly and in acceptable condition.

If a perishable product arrives materially damaged, spoiled, unsafe, incorrect or incomplete, contact us within 24 hours of delivery. Keep the product and packaging available while we review the request, unless retaining it would be unsafe.

3. Products that cannot normally be returned

• Fresh or perishable products returned only because the customer changed their mind.
• Opened tea, food, personal-care or hygiene products unless they are defective or incorrect.
• Products damaged by misuse, unsuitable storage or handling after delivery.
• Custom-prepared, specially sourced or clearly marked final-sale products, except where defective, damaged or incorrect.
• Items without reasonable proof that they were purchased from Vizik Farm Market.

This does not remove any remedy or consumer right that cannot lawfully be excluded.

4. How to request a return

1. Contact us by WhatsApp, telephone or email within the applicable reporting window.
2. Provide your order reference, product name, quantity and reason for the request.
3. For damage, spoilage, incorrect items or quality concerns, include clear photographs or video of the product, packaging and delivery label.
4. Wait for return instructions before sending or delivering an item. Unauthorised return delivery costs may not be reimbursed.

Approved items may be returned using the delivery method we confirm or brought to our business address by prior arrangement.

5. Return shipping and fees

When we confirm that a product was defective, materially damaged, unsafe, incorrectly supplied or incomplete at delivery, Vizik Farm Market will cover the reasonable approved return or replacement delivery cost.

For an eligible non-defective, non-perishable product returned because the customer changed their mind, the customer is responsible for return delivery costs. Original delivery charges are not normally refundable after a completed delivery unless required by law or caused by our error.

We do not charge a separate restocking fee.

6. Refunds

After receiving and inspecting an approved return, we will notify you of the outcome. An approved refund will normally be initiated within five business days using the original payment method where practical, or by an agreed bank transfer. Your bank or payment provider may require additional processing time.

A refund may cover the affected item, an agreed partial amount or the full order, depending on the issue. If we cannot fulfil a paid order before dispatch, we will offer a suitable replacement, rescheduling or refund.

7. Exchanges and replacements

Eligible products may be exchanged for the same product or a suitable alternative, subject to availability. If the replacement costs more, the difference must be paid before dispatch. If it costs less, we will refund or credit the agreed difference.

For a confirmed defective, damaged or incorrect product, Vizik will cover the approved replacement delivery cost. Change-of-mind exchanges for eligible non-perishable products remain subject to customer-paid delivery costs.

8. Cancellations before delivery

Contact us promptly if you wish to cancel or change an order. Whether cancellation is available depends on whether sourcing, harvesting, preparation, packaging or dispatch has started and whether delivery costs have already been incurred. We will explain any unavoidable charge before completing the cancellation.

9. Contact us

Do not send a return until we have confirmed the return instructions.