Last updated: Tuesday, October 1, 2024
Store Credit Policy
1. Inspection and Reporting
- Many products are sold to us by the case, and as they come to us pre-packaged, we do not open or inspect the items inside. For items where the contents are visible, we are able to do cursory checks on the quality, but we rely on you to let us know whether you received something spoiled.
- If any product within the case is found to be damaged or spoiled, please reach out to us at orders@seedwholesale.ca within 24 hours of receiving the product to let us know.
2. Documentation and Submission
- To process a refund, we ask that you email photos of the damaged or spoiled product to orders@seedwholesale.ca, within 24 hours.
- We need this information so we can also make a claim to our supplier(s) in the same time frame.
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3. Refunds and Disposal
- Once the issue has been verified, a store credit on seedwholesale.ca will be emailed to the school/organization, which you can apply to your next invoice.
- After the store credit is received, the school/organization may then dispose of the spoiled or damaged product.
4. Conditions for Store Credits
- Store credit will be granted in the following cases:
- Incorrect product delivered.
- Product was damaged or spoiled upon delivery.
5. Storage and Usage Guidelines
- Please store products in appropriate conditions (e.g. dairy, fruit and vegetables, etc.) in fridges to avoid spoilage and food waste.
- We cannot be held responsible for products that were stored incorrectly or not used before their expiration or “Best Before” date. In such cases, no refunds or returns will be accepted. If a product is delivered with a short shelf life, such as a “Best Before” date just a few days after delivery, and this doesn’t provide enough time for students or clients to consume the food, please inform us within 24 hours of receiving the delivery.
Shortage and Substitution Policy
At times, we may face challenges in fulfilling all items in your order due to stock availability. To ensure the best service possible, we have established the following guidelines for product shortages and substitutions:
1. Shortages
If a product in your order is unavailable or out of stock, we may need to deliver fewer units than originally requested.
We will notify you of any shortages prior to delivery, when possible, and will adjust your invoice accordingly to reflect the change.
If a shortage is discovered after delivery, please email us within 24 hours so we can rectify the issue, either through a credit or a future delivery.
2. Substitutions
If a product is unavailable, we may substitute it with a similar item of equal or greater quality, ensuring it meets your needs as closely as possible.
Substituted items will be invoiced at the substituted product’s price, unless the substitution is of significantly higher value, in which case we will confirm the price difference with you beforehand.
If you prefer not to receive substitutions for any reason, please inform us in advance, and we will prioritize avoiding them in your future orders.
3. Communication
For urgent inquiries about substitutions or shortages in your order, please contact us at orders@seedwholesale.ca within 24 hours of receiving the delivery.
4. Invoice Adjustments and Credits
Any shortages or agreed-upon substitutions will be reflected in your invoice.
In cases where substitutions do not meet your needs, or if an error occurs, please let us know, and we will issue a store credit or adjust your next invoice accordingly.