Refund policy
At Naga Gardens, we are a small family farm and we take great care in growing, hand-packing, and shipping our fruit so it reaches you in the best possible condition. Because we ship a fresh, perishable product directly to you, please read this policy carefully before ordering.
Order Cancellations & Changes
We reserve the right to charge a 5% cancellation fee on any cancelled order, under any conditions. This includes, but is not limited to, ordering mistakes, realizing you will be out of town, change of mind, or any other reason. This fee helps cover the payment processing and administrative costs associated with placing and cancelling an order.
Once an order has been packed or shipped, it can no longer be cancelled or changed, as the product is perishable and prepared specifically for your order. To request a cancellation or a change to your order or delivery address, please email us at nagagardensllc@gmail.com as early as possible and before your order has been packed.
Non-Refundable Situations
Due to the perishable nature of our products, we cannot accept returns or offer refunds for the following reasons:
1. Taste Preferences: We cannot guarantee specific taste aspects, such as sweetness level, size, or juiciness. Individual preferences and natural variations in fruit and herb characteristics mean that some customers may experience differences even within the same batch. For example, fruits harvested at different times during the season may have varying levels of sweetness and tenderness.
2. Perishable Goods: Once delivered, perishable items cannot be resold. Therefore, we do not accept physical returns for any perishable products.
3. Delivery Conditions Outside Our Control: We are not responsible for issues caused by an incorrect or incomplete shipping address, a package that was refused, or a package that was successfully delivered but not promptly brought indoors. Because fresh fruit is sensitive to heat and time, please ensure someone is available to receive and refrigerate your order soon after delivery. We are also not responsible for non-delivery when an order is shipped to a business address and no one is present to receive it, as carriers often require someone on site at a business address. Likewise, we are not responsible when a carrier chooses not to leave a package (for example, due to theft risk). In these cases, it is up to the recipient to arrange pickup or re-delivery directly with the carrier.
Refundable Situations
We will consider refunds on a case-by-case basis if the following conditions are met:
1. Damaged or Subpar Condition: If your order arrives damaged, bruised, wilted, or in any other subpar condition due to packing issues.
2. Shipping Delays: While we use reliable shipping services to ensure timely delivery, unforeseen weather or technical issues may cause delays that are outside our control. We take all possible precautions during packing to ensure your products have the best chance of arriving in good condition, even with delays. If a delay results in a genuine quality issue, we will work with you to find a fair resolution, but we cannot guarantee a refund for circumstances beyond our control, such as carrier delays.
How Refunds Are Resolved
When a refund or remedy is approved, the resolution is offered at our discretion and may take the form of a partial refund, a full refund, store credit, or a replacement on a future shipment. The remedy will reflect the portion of the order affected. Original shipping charges are non-refundable. Because the product is perishable, we will not ask you to ship anything back; in most cases we will ask you to discard the affected items, and your clear photos will serve as sufficient evidence.
How to Request a Refund
To request a refund, please follow these steps:
1. Contact Us Promptly: Notify us of any delivery issue, quality control issue, damage issue, or other concern within 24 hours of delivery. We are unable to address issues reported after this 24-hour window.
2. Provide Evidence: Clear photos that plainly display the damage or quality issue are required. Without clear photos showing the issue, we are unable to process a refund. Please take these photos as soon as possible after delivery.
3. Submit Your Request: Email us at nagagardensllc@gmail.com with your order number, photos, and a description of the issue.
We will get back to you promptly to resolve the matter. We appreciate your understanding and cooperation in helping us maintain the highest quality standards for our products.
Food Safety
Our products are fresh, natural farm goods and may be grown or handled in a facility that also handles other fruits, nuts, or allergens. Please wash all produce before eating and refrigerate promptly upon delivery. If you have specific allergy or dietary concerns, please email us at nagagardensllc@gmail.com before ordering.