Returns & Refunds
When an order does not go as expected, start here.
We want cancellation requests and order problems to be handled clearly and fairly. This page explains what to do, what Farm Barrow reviews, and what happens when a refund is approved.
Report what happened
Tell us whether the order is incorrect, missing, damaged, or affected by another approved issue category.
Farm Barrow reviews the case
A report does not automatically create a refund. The order facts, fulfilment status, evidence, and applicable product rule are reviewed.
Cancellation Depends on Order Stage
Before payment and after confirmed payment are two different situations.
Your available next step depends on whether payment has been confirmed and how far fulfilment has progressed.
You may stop without penalty
You may cancel or abandon an order at any time before payment. An unpaid order is not treated as a confirmed Farm Barrow order.
Request review as soon as possible
A paid order may be cancelled only while it can still reasonably be stopped. Approval depends on the order status when Farm Barrow receives the request.
No automatic cancellation promise after fulfilment materially starts. If preparation or dispatch has progressed too far, cancellation may be restricted and the request must be reviewed.
Incorrect, Missing or Damaged Orders
Tell us promptly, so the right facts can be reviewed.
Report the issue through Contact Us / Help so it can be linked to the correct order and reviewed through one clear support route.
Open Contact Us / Help
Start one case through the shared support route and avoid duplicate reports across several channels.
Provide your Order Reference
Include the reference issued for the order so Farm Barrow can locate the correct order, payment, and fulfilment record.
Explain exactly what is wrong
Identify the affected item or quantity and state whether it is incorrect, missing, damaged, or affected by another issue.
Add supporting evidence where applicable
Provide clear photographs or other requested evidence. Product-specific conditions may apply where they were approved and shown for the relevant product.
If Stock Changes After Payment
You choose the acceptable resolution—Farm Barrow will not silently substitute.
If an inventory discrepancy means that a paid item is unavailable, Farm Barrow will contact you before changing what you ordered.
We confirm the discrepancy
Farm Barrow checks the paid item, quantity, grade, payment record, and current stock.
We contact you
We explain the issue and practical options using the contact details connected to your order.
You review the options
Options may include an available alternative, later fulfilment, or a refund for the unavailable item.
The agreed outcome is recorded
Where agreement is required, Farm Barrow records it before proceeding and updates the case.
How Approved Refunds Are Handled
Review, approve, then initiate the refund.
A refund is not created merely because an issue is reported. Farm Barrow reviews the case and communicates the recorded decision.
Your case moves through clear stages
Pending Review
The order information, fulfilment status, evidence, and applicable product rule are being assessed.
Decision Recorded
Farm Barrow records one outcome: refund approved, request declined, or another resolution agreed. Only an approved refund continues to initiation.
Refund Initiated
When approved, Farm Barrow records the refund amount and the date the refund is sent or initiated.
Outcome Communicated
You are notified of the resolution and any next step relevant to the refund or wider case.
Product-Specific Conditions
Some products may have additional return conditions.
Because food products require different handling, any additional condition should be approved and displayed on the relevant product or sales page before purchase where practical.
What remains consistent
Important limits to understand
Quick Policy Answers
Quick answers to common questions.
Open the question that matches what you need. Only one answer stays open at a time.
Can I cancel an order before paying?
Yes. You may cancel or abandon an unpaid order without penalty. An unpaid order is not treated as confirmed and may expire after the applicable payment period.
Can I cancel after payment has been confirmed?
You may request cancellation, but approval depends on whether the order can still reasonably be stopped. Once preparation, dispatch, or another irreversible fulfilment activity has progressed too far, cancellation may be restricted.
What if I report a problem after 24 hours?
Please report as soon as reasonably possible, preferably within 24 hours. A later report is not automatically rejected unless an approved product-specific rule requires a different outcome; it will be routed for review.
Do I always need photographs?
Provide photographs or other evidence where applicable. The evidence needed depends on the issue and any approved product-specific condition. Farm Barrow may request additional information before deciding the case.
Does reporting an issue guarantee a refund?
No. Reporting creates a case for review. Farm Barrow assesses the order facts, fulfilment stage, evidence, and applicable product rule before recording an appropriate resolution.
When will an approved refund appear in my account?
Farm Barrow normally initiates an approved refund within 5–7 business days after approval. Your bank or payment provider may then need additional time before the funds appear.
Should I send a food item back immediately?
No. Contact Farm Barrow first. Whether a physical return is required or permitted depends on an approved product-specific rule. Do not arrange a physical return until Farm Barrow provides the applicable instruction.
Use the Right Route
Use one route for each need.
Send existing-order cases to Contact Us / Help. Use the related pages for ordering and fulfilment guidance.
Need help with an existing order?
For a cancellation, order problem, or refund request, open one Contact Us / Help case.
Include your Farm Barrow Order Reference. Also provide the affected item or quantity, what happened, and supporting evidence where applicable.
Need ordering instructions?
Review product selection, availability, provisional invoice, payment, and confirmation steps.
Go to How to Order →Need fulfilment information?
Review delivery quotes, courier arrangements, collection readiness, and fulfilment status.
Go to Delivery & Collection →Ready to shop?
Return to Farm Barrow’s product discovery and product-specific ordering routes.
Browse Farm Barrow →Choose Your Next Step
Choose the next step that matches your situation.
For an existing-order issue, start with Contact Us / Help. Otherwise, continue to the relevant guidance or shopping page.
This page explains Farm Barrow’s platform-wide cancellation, order-problem, and refund baseline. Product-specific conditions may apply where approved and shown on the relevant product or sales page.