Refund policy

Return & Refund Policy (Online Orders)

Effective date: 25th Feb, 2026
Business name: Farah Foods (“we”, “us”, “our”)
Website: farahfoodshamilton.ca
Contact: +1(905) 546-1232 | farahfoodshamilton@gmail.com
Store address: 1-54 Queen St S Hamilton ON L8P 3R5

1)    What this policy covers

This policy applies to orders placed on our website for delivery or pickup. It does not change any rights you may have under applicable consumer protection laws. (Ontario)

2) Food safety and why most grocery items aren’t “returnable”

Because we sell groceries and convenience items, many products are perishable, temperature-sensitive, or consumable. For food safety and quality reasons, we generally do not accept returns of food, beverages, and other consumables once they leave our control.
If an item is wrong, missing, damaged, expired, or spoiled, we will fix it under Section 5.
(Health Canada sets food safety standards and CFIA enforces them federally.) (inspection.canada.ca)

3) Non-returnable items (unless required by law)

We do not accept returns or exchanges for:

  • Perishable, refrigerated, or frozen items (including dairy, meat, frozen foods, prepared foods, produce)
  • Opened or used items (food/drinks, personal care, household items)
  • Items marked “final sale” at the time of purchase

4) Order changes and cancellations (before fulfillment)

If you need to cancel or change an order, contact us immediately.

  • Before picking/packing Starts: we’ll cancel and refund (including item charges; delivery fees may depend on whether a driver has already been dispatched).
  • After picking/packing Starts: cancellation may not be possible, especially if perishable items have been prepared.

5) If something is wrong (missing, incorrect, damaged, expired, spoiled)

We take this seriously and will make it right.

Report timeframe: Contact us within 24 hours of delivery or pickup, and as soon as possible for refrigerated/frozen items. Provide your order number and photos where helpful.

If we confirm an issue, we will provide one or more of the following (at our discretion, based on the situation):

  • Replacement (same item or a comparable item if out of stock)
  • Refund (full or partial) to the original payment method
  • Store credit (only if you prefer it)

For safety reasons, we may ask you to keep the item for verification or dispose of it safely; we do not resell returned perishables.

6) Delivery rules (important)

a) Accurate address & access
You are responsible for providing an accurate delivery address and any entry/buzzer instructions.

b) If you’re not available at delivery time
If delivery fails due to no answer, no safe drop option, incorrect address, or inaccessible entry, we may:

  • attempt contact by phone/text/email, and/or
  • return the order to store.

Because groceries can spoil, perishable items may not be eligible for refund in these cases. A redelivery fee may apply.

c) Temperature-sensitive “safe drop”
If you request contactless delivery / leave-at-door, you accept responsibility for the condition of items after delivery, including temperature exposure.

7) Pickup rules

a) Pickup window
Pickup orders should be collected within 1hr of the scheduled pickup time.

b) Uncollected pickup orders
If you don’t pick up on time, especially for refrigerated/frozen items, we may not be able to guarantee freshness. Refunds may be limited for perishables. We may charge a restocking/handling fee where permitted.

8) Substitutions (if you allow them)

If you enable substitutions, you authorize us to replace unavailable items with the closest reasonable alternative (same category, similar size/quality). You can state preferences at checkout (e.g., “no substitutes”).
If a substitution is not acceptable, contact us within the timeframe in Section 5 and we’ll review a refund/replacement.

9) Pricing, weights, and out-of-stocks

Some products (produce, deli/prepared items, etc.) may vary by weight/size. Final totals may adjust to reflect actual weights and availability. If an item is out of stock, we will refund it or substitute it (based on your settings).

10) Refund method and timing

Approved refunds are issued to the original payment method whenever possible. Your bank/payment provider may take additional time to post the credit.

If an order is cancelled under Ontario’s internet-agreement rules in a situation where those rules apply, Ontario consumer guidance commonly states the seller must refund within a set timeframe (often described as 15 days after receiving the cancellation notice in Ontario consumer education materials). (CLEO)

11) Limits, abuse, and fraud

We may require reasonable verification for refund requests. Repeated claims of missing items without supporting evidence or suspected fraud may result in refusal of service where legally permitted.

12) Contact us

To request help with an order:
Email: farahfoodshamilton@gmail.com
Phone: +1(905) 546-1232
Include: order number, items affected, what happened, and photos (if applicable).