Refund & Cancellation Policy
We want every customer to be happy with their purchase. Farming is unpredictable, though, and not every outcome can be guaranteed. This policy explains when and how refunds apply.
1. Online Shop Orders
1.1 Product defects or farm error
If your order arrives damaged, spoiled, or contains the wrong items, contact us within 48 hours of pickup at hello@graftedrootsfarms.com with a description and, if possible, a photo. We will issue a refund to the original payment method or a farm credit for the affected items.
1.2 Unclaimed orders
Perishable items not picked up during the scheduled window will be donated or composted and are not refundable. If you know you cannot pick up an order, contact us at least 24 hours before your pickup slot to reschedule or cancel.
1.3 Cancellation before harvest
If you need to cancel an order before the harvest/pack date (typically 2 days before pickup), email us and we will issue a full refund. Once items are harvested specifically for your order, cancellation is not guaranteed.
2. CSA Memberships
2.1 Cancellation within 14 days
Full-season CSA memberships may be cancelled within 14 days of signup for a full refund, less:
- Any pickups already received (pro-rated at the weekly share value)
- Non-refundable payment processing fees (approximately 3%)
2.2 Cancellation after 14 days
After the 14-day window, CSA membership is generally non-refundable because crops are already allocated to your share. We will consider refunds on a case-by-case basis for serious circumstances (medical emergencies, relocation, etc.). Contact us directly to discuss.
2.3 Missed pickups
Missed pickups are not refunded. Your share is harvested, packed, and held for you during the pickup window; if not claimed, it cannot be carried over to the next week. If you know you’ll be away, notify us at least 24 hours in advance and we can arrange for a friend or family member to pick up on your behalf.
2.4 Vacation weeks
Each full-season membership includes up to 2 vacation weeks that can be scheduled in advance through your member portal. Vacation weeks are not refunded — they shift your share to a partner food bank or pantry. Schedule vacation weeks at least 7 days in advance.
2.5 Season changes or crop failures
Weather events, pest pressure, or other farming realities may affect what’s available in any given week. We guarantee the number of selections per share (6–8 for Seedling, 9–12 for Harvest) but not specific crops. If a catastrophic failure affects a significant portion of the season, we will issue partial refunds at our discretion.
2.6 Split payment cancellations
If you’re on a split-payment plan and cancel before the second payment is charged, we will not process the second charge. Refunds for the first payment follow the rules in Sections 2.1 and 2.2 above.
3. Gift Memberships
3.1 Before recipient notification
If you purchase a gift membership and have not yet sent the gift notification to the recipient (scheduled gifts), you may cancel for a full refund, less processing fees.
3.2 After recipient notification
Once the gift notification email has been delivered to the recipient, gift memberships are non-refundable. If the recipient does not redeem the gift code before it expires (November 3 of the season year), the purchase is forfeited.
3.3 Gift redemption and cancellation
Once a recipient redeems their gift code and activates the membership, standard CSA cancellation rules (Section 2) apply. Refunds are issued to the original purchaser.
4. Payment Method Discounts (Venmo, ACH, Zelle)
Offline payment discounts (4%) are applied at checkout. If a refund is issued on an offline-payment order, the refund is calculated on the discounted amount actually paid, not the pre-discount total.
5. How to Request a Refund
Email hello@graftedrootsfarms.com with:
- Your name and the email used at signup/order
- Order number or CSA reference code (if available)
- A brief description of the issue or reason for cancellation
- Any supporting photos if applicable
We respond to refund requests within 2 business days. Approved refunds are processed to the original payment method within 5–10 business days.
6. Contact
Questions about this policy? Get in touch:
Grafted Roots Farms LLC
5 Chestnut Hill Rd, Southborough, MA 01772
hello@graftedrootsfarms.com