REFUND / RETURN POLICY
Ohana Farms Refund Policy
At Ohana Farms, we work with trusted fulfillment partners to ensure your orders arrive safely and correctly. Because many of our products are fulfilled through third-party suppliers, refunds and replacements are only available under specific conditions outlined below.
All Hay Sales Are Final
All hay sales are final. No returns, refunds, or exchanges will be accepted. Due to the nature of agricultural products, hay becomes the customer’s responsibility upon delivery.
For deliveries made outside the Tri-Cities area, hay bales will not be removed, retrieved, or taken back after delivery. By purchasing, the customer agrees to these terms and confirms all order and delivery details are correct prior to checkout.
General Refund Policy
Refunds or replacements are issued only when the fulfillment provider is at fault, such as:
- Delivery failure
- Damaged items
- Missing items
- Incorrect items received
If the issue is not caused by our fulfillment partner, refunds or replacements will not be approved.
Subscription Products
Refunds for subscription-based products are not guaranteed.
In certain cases, refund requests may be reviewed on a case-by-case basis, at the sole discretion of Ohana Farms and our fulfillment partner.
Order Refund & Replacement Guidelines
a. Order Delays
If an order:
- Has no tracking information
- Is stuck in transit or pending
- Exceeds delivery timeframes
We may offer a replacement or a refund, depending on the situation.
Delivery time thresholds:
- 45 days for U.S. orders
- 60 days for most international orders
- 110 days for Brazil
b. Delivered Orders
If tracking information shows an order as delivered, refunds or replacements will not be issued.
If you did not receive the package despite delivery confirmation, a non-delivery certification from the local postal service or courier is required before review.
c. Damaged Products
- If your item arrives damaged:
- You may request a full refund or replacement
- Photo or video evidence must be submitted for verification
Requests without proof cannot be processed.
d. Incorrect or Missing Items
If you receive:
- The wrong item
- An incomplete order
You may qualify for a full refund or replacement, provided photo or video evidence is submitted within the required timeframe.
e. Order Cancellation
- Orders canceled before processing or shipping are eligible for a full refund.
- Once an order has been processed or shipped, it cannot be canceled.
- Certain products (including Print-on-Demand or pre-order items) are non-cancellable after payment.
f. Refund Eligibility Window
Refund or replacement requests must be submitted within 90 days from the original payment date.
Any request made after 90 days is automatically ineligible, regardless of the issue.
Important Notes
- Refunds or replacements are issued only if the fulfillment provider is responsible.
- Required evidence (photos, videos, or certifications) must be submitted for all claims.
- All timeframes and conditions listed above must be met for approval.
If you need help submitting a refund or replacement request, please contact Ohana Farms Customer Support, and we’ll be happy to assist you.