Return Policy – Cancellation Policy – Guarantee & Credits

Last updated: June 11, 2024

Return Policy

Return Policy for Supplies/Hard Goods:

Returns are accepted only if you notify us within 7 days of receiving your order and pay for sending and return shipping. Ribbon sales are non-returnable. The product must have its original tags and must not have been used.  There is a 25% restocking fee on all returned items.

Return Policy for Perishables:

We stand by the quality of our product. However, it’s important that you take responsibility for properly transporting, caring, handling, and maintaining products once received.  Fresh-cut flowers and greens can be returned for market credit or exchanged within 24 hours of purchase if there is a quality issue (plants within 48 hours). A written credit request must accompany the claim with at least 3 pictures (in focus) detailing the problem for each damaged item and a detailed explanation of the quality issue within 24 hours of purchase. The photographs must include one image showing the affected items in a group picture with the other bunch components (i.e., if a 5-stem bunch has problems with 3 blooms, please include them with the 2 good blooms in at least one picture). The credit request must include the date received, the order number, the product you are requesting credit for, including the quantity, and the reason for the claim. Cut flowers and greens need to be kept cool and require storage in a cooler unless being used the same or the next day. Heat and sun will destroy flowers and foliage.  SWGM does not assume any liability for improperly handling or storing products that leave the market in good condition. Flowers and foliage transported dry and improperly processed will not survive their normal vase life.

If you receive any products in unsatisfactory condition, you can return them to the pickup site within 24 hours. The item will either be replaced, or you will receive a credit for the item. To communicate any problems with your order, you may use our https://swgm.coop/contact-us/ form. This clear process ensures that your concerns are addressed promptly and effectively.

Payment for the product is due at the time of purchase. A fee of $35.00 will be assessed for any returned check, failed bank transfer, or rejected credit card payment after initial approval.

Customers are financially responsible for product pre-ordered. Exchanges can only be made with products from the same grower. All orders submitted must be paid for at the time of purchase. Refunds or credits are unavailable if you forget an item at the pick-up site or forget to get your order.

 Shipping charges are non-refundable.

We will credit or replace defective or damaged merchandise at our discretion if you notify us within 1 week of receiving your order. Please send photos of the defective or damaged merchandise along with a written description of the defect or damage. Used products and ribbons are non-returnable.

 Cancellation policy

Due to the perishable nature of the fresh-cut products We sell and the effects that the novel coronavirus has had on businesses and events, we assume you will be protecting yourself against the contingency of order and event cancellations through good business practices such as the use of contracts, deposits, insurance, etc. To ensure SWGMC does not bear the entire risk of order cancellations, we will be requiring deposits or guarantees on all orders using the following guidelines:

Retail customers’ DIY orders must be prepaid at the time of placement. No refunds are available for canceled orders.

It is important for buyers enrolled with SWGMC to understand that cancellations are not allowed once an order period closes. As a buyer, you know that our farms harvest specifically to fill each individual order. After an order period closes, cancellations may result in the farm having to discard or otherwise lose sales on products set aside for your order. Because of this, buyers may be charged a cancellation fee of up to 100% of the product total. We appreciate your understanding.

Commercial accounts will require a 50% deposit on all orders. Orders can be canceled up to 14 days before pickup, at which point refunds and cancellations will be on a case-by-case basis. Orders we cannot cancel from growers will remain the customers’ responsibility.

The Company cannot accept cancellations within 10 days’ notice before the order delivery or pick-up date.

Although we may waive the 50% deposit under some circumstances, the same cancellation rules apply. The customer remains responsible for 100% of the order value for items we cannot cancel.

It is not our intention to put undue strain on our customers, and we will do all we reasonably can to assist during this time of uncertainty. However, we are unable to assume all risk of cancellation on products already harvested or shipped. We encourage our customers to have upfront conversations with their clients regarding cancellations and where the responsibility for payment rests.

Guarantee & Credits

We are proud to guarantee all our farm-grown products for quality and freshness. Any problems with the product for which the guarantee is used must be e-mailed, written, or called to us within 24 hours after taking delivery. Otherwise, you will have waived all related claims regarding such product items, and we shall not be liable.

The guarantee for your flowers is as follows: Due to weather, pests, and seasons, some flowers are not available when they typically should be and/or are not of acceptable quality to use. Should this happen, we will use our discretion and substitute flowers similar in look and color. (This means sometimes your ideal flower may not be available; we will use our expertise to ensure you are happy).

Often, flowers grow in a color shade darker or lighter, smaller or bigger, taller or shorter, and we cannot control this. Again, we will use our discretion and substitute flowers if needed. Should you have substitution flowers in mind, please inform us of them for guidance in these decisions.

Due to the product’s perishable nature, all orders submitted must be paid for; refunds are unavailable if You forget an item at the pick-up site or forget to get your order.

Bucket Policy

Due to the shortages of buckets returned in good useable condition along with the high demand for floral buckets, we offer a “Bucket Exchange” program for buckets that are being borrowed from the growers at the Market for return in the following week for a small user fee. Regular accounts in good standing can swap borrowed Market buckets with others for a nominal fee at checkout to cover usage, handling, sanitizing, and environmental waste fees. Buckets being returned to SWGM for exchanges must be empty, clean & in a useable condition. No credits will be issued for the return of borrowed Market buckets.

Transport and Handling

Customers are responsible for the proper transport, storage, and handling of SWGM fresh products. Cut flowers and greens must be kept cool and stored in a cooler unless used the same day or the next day. Heat and sun will destroy flowers and foliage. SWGM does not assume any liability for improperly handling or storing products that leave the market in good condition. Flowers and foliage transported dry and improperly processed will not survive their normal vase life.

Thank you for your understanding and for supporting local farms.

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