Returns

RETURN POLICY

Last updated November 16, 2023 

Hi from the farm! We hope every order goes perfectly, but as farmers we know that sometimes, Mother Nature has other plans.

We're happy to support our customers with our '💯 Freshness Guarantee' and '💯 Safe Tree Guarantee' policies.

We're committed to delivering a fantastic experience every order and these guarantees are one way for us to give customers some peace-of-mind when ordering :) 

Please read through the policies below and reach out with any questions, concerns, or issues. Think of us as a trusted sherpa for your exotic fruit adventures - ready to help as needed 🤗

FRESH FRUIT & NON-PERISHABLE ITEMS RETURN & REFUND PROCESS

All perishable items such as fresh fruit are covered by our '💯 Freshness Guarantee' policy. If any perishable items are not delivered in the proper condition to be enjoyed than Good Hill Farms will replace the damaged item for free. Good Hill Farms may choose to refund the item instead of replacing it at our discretion.

To submit a claim under this policy please submit video evidence of the item's defects by email to customer support at support@goodhillfarms.com within 48 hours of the item's delivery time. Delivery time is defined as the time and date which is time stamped by the mail carrier (eg USPS, UPS) upon delivery. The video must clearly show any defects that are part of a claim. 

Please allow at least seven days from the receipt of your claim to process your replacement under our 💯 Freshness Guarantee. We also reserve the right to fully or partially refund an order instead of replacing it, at our discretion. Replacement orders will be added to our normal order queue and ship when ready. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will stay in touch throughout this process to support a hassle-free resolution to any issues. 

Note: Due to the perishable nature of fresh fruit, this policy only covers orders where:

  • The issue is well documented and submitted to Good Hill Farms within 48hrs of delivery. 
  • The item was received and placed in proper storage (ex: cool shaded countertop) within 8 hours of delivery. This includes a parcel locker, P.O. box, community mail box, outside, or anywhere else a mail carrier successfully delivers the item.

Please be ready to receive your perishable item on the day that it is delivered and to properly store it promptly. Fruit is very perishable and cannot be left in warm storage / outside for long. 

 

NURSERY ITEMS RETURN & REFUND PROCESS

All nursery items such as trees, plants, and cuttings are covered by our '💯 Safe Tree Guarantee' policy. If any nursery item is not delivered alive and in fair condition than Good Hill Farms will replace the damaged item for free. Good Hill Farms may choose to refund the item instead of replacing it at our discretion.

To submit a claim under this policy please submit video evidence of the item's defects by email to customer support at support@goodhillfarms.com within 48 hours of the item's delivery time. Delivery time is defined as the time and date which is time stamped by the mail carrier (eg USPS, UPS) upon delivery. 

Please allow at least seven days from the receipt of your claim to process your replacement or refund. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will stay in touch throughout this process to ensure a satisfactory resolution. 

Note: Due to the delicate nature of nursery items, this policy does not cover any items left unattended after mail carrier delivery for more than 8 hours, such as in a parcel locker, community mail box, or outside. Please be ready to receive your nursery item when it's delivered to properly care for it.

Note: Due to the widely varying micro-climates and care that nursery items may receive after delivery, this policy does not cover nursery items once they have been planted outside, in full sun, or in the ground.

 

ALL OTHER NON-PERISHABLE ITEM RETURN PROCESS

To return another non-perishable item, please email customer service at support@goodhillfarms.com to obtain a Return Merchandise Authorization (RMA) number and shipping label for free. After receiving a RMA number and shipping label, place the item securely in its original packaging and mail your return to the following address:

Good Hill Farms
Attn: Returns
RMA #
40451 Rock Mountain Dr
Fallbrook, CA 92028-9729
United States

 

NON-PERISHABLE ITEM REFUNDS

After receiving your return and inspecting the condition of your item, we will process your return or exchange. Please allow at least seven (7) days from the receipt of your item to process your return or exchange. Refunds may take 1-2 billing cycles to appear on your credit card statement, depending on your credit card company. We will notify you by email when you return has been processed. 

 

POLICY DISCLAIMERS

These guarantees and return policies do not cover any exchanges, returns, or refunds based on

  • The taste of fruit received. Taste is a personal preference and is not considered a claimable item
  • Minor bruising, abrasions, and marks on fruit. This is normal and expected from fresh fruit which is very fragile and perishable. 

 

QUESTIONS

If you have any further questions or comments, you may contact us at:


Phone: (760) 205-3291
Email: support@goodhillfarms.com

 

Thank you for your support!


- The Good Hill Farms Family :)