Customer Terms & Conditions

Please read these terms before placing an order through FarmCo.

Please also read our Privacy Policy.

1. Who you are buying from

1.1 FarmCo is an online marketplace bringing together independent farms, growers and food producers so you can find and buy their products in one place.

1.2 When you buy a producer's product, your contract for that product is with the producer named on the product page and in your order information.

1.3 The producer grows, makes, prepares, packs or supplies the food and is responsible for its safety, quality, description, labelling and fulfilment.

1.4 FarmCo operates the marketplace, provides the ordering service, collects payment on the producer's behalf and provides customer support.

1.5 If your basket contains products from more than one producer, you are buying products from each of those producers. Their collection locations, delivery arrangements and collection times may be different.

1.6 FarmCo is operated by The Local Exchange Ltd, company number 16287551, registered at 24 Church Street, Gowerton, Swansea, United Kingdom, SA4 3EA.

2. Ordering

2.1 FarmCo normally operates a weekly ordering cycle.

2.2 Unless a different deadline is clearly shown, the weekly ordering deadline is Tuesday at 23:59 UK time.

2.3 Orders placed after the deadline normally form part of the following week's collection or delivery cycle.

2.4 Your order is acknowledged and confirmed by email after checkout.

2.5 If a producer cannot fulfil an item you ordered, we will contact you and arrange an appropriate refund or, where you agree, a suitable alternative.

2.6 Producers work with seasonal and changing availability. Occasionally an item may become unavailable after you order.

2.7 We will not make a material substitution without your agreement unless you have expressly authorised suitable substitutions.

2.8 Prices shown include VAT where applicable.

2.9 Any collection charge, delivery fee or other unavoidable charge will be shown before you complete payment.

3. Fresh food, weights and seasonal produce

3.1 FarmCo specialises in food from independent producers. Fresh and seasonal products naturally vary.

3.2 Some products may be sold by approximate weight. Where this applies, the product information will tell you.

3.3 Fruit, vegetables and other natural products may vary in size, shape, colour and appearance. Normal natural variation is not by itself a fault, provided the product remains of satisfactory quality and matches its description.

3.4 Meat cuts and other products prepared by weight may vary slightly from the indicated weight where this is made clear before purchase.

3.5 If a significant change or substitution is required, the producer or FarmCo will contact you or refund the affected item.

4. Allergies and dietary needs

4.1 Producers are responsible for providing accurate ingredient, allergen and food labelling information for their products.

4.2 Required food information and allergen information will be made available before purchase where required by law.

4.3 If you have a food allergy or intolerance, always read the current product information and the information supplied with the food before eating it.

4.4 Ingredients, recipes, suppliers and manufacturing processes can change. Do not rely solely on information from a previous order.

4.5 Where a producer states that cross-contact with an allergen may occur, you should take that information into account before ordering or consuming the product.

4.6 If allergen information is unclear or you need further information before ordering, contact FarmCo and we will help obtain clarification from the producer.

5. Collection

5.1 Many FarmCo orders are collected directly from the producer, farm or an agreed collection point.

5.2 Before ordering, you will be shown the collection arrangement available for the product, including the location, day or collection window where applicable.

5.3 Collection normally takes place between Wednesday and Sunday, depending on the producer.

5.4 Your collection information is also provided through your order information or collection notification.

5.5 Please arrive during the stated collection window. Producers are working farms and independent food businesses and may not be able to accommodate collections outside their published hours.

5.6 If you order from more than one producer, you may need to collect from more than one location.

5.7 It is your responsibility to check the collection information for each producer in your order.

6. If you miss your collection

6.1 Where a producer offers a backup collection arrangement, this will be communicated through the product, order or collection information.

6.2 A backup location may be the original collection point, the producer's farm or another stated location.

6.3 Some producers may not be able to hold fresh orders after the collection window. Where this applies, we aim to make this clear before collection.

6.4 If you miss your collection window and a backup collection arrangement is available, it is your responsibility to collect your order from that location within the time given.

6.5 Please contact the producer or FarmCo as soon as you know that you cannot attend your collection.

6.6 Unless another arrangement has been agreed, an uncollected fresh or perishable order may be disposed of, donated or otherwise dealt with by the producer after 48 hours from the end of the collection window where it can no longer reasonably or safely be held.

6.7 Where your order was prepared and available as agreed but you failed to collect it, you will not normally be entitled to a refund for goods which are perishable or which cannot reasonably be resold.

6.8 This does not affect your statutory rights.

6.9 If you could not collect because the order was not ready, the collection point was unexpectedly unavailable, the information provided to you was materially wrong, or another problem was caused by the producer or FarmCo, contact us. Where appropriate we will arrange another collection, replacement or refund.

7. Producer delivery

7.1 Some producers offer delivery within their own local area.

7.2 Where delivery is available, the delivery area, fee and any applicable minimum order will be shown before checkout.

7.3 Delivery is carried out by the producer or by a delivery arrangement for which the producer is responsible.

7.4 You must provide an accurate delivery address, postcode and contact information.

7.5 Someone should be available to receive fresh or chilled food unless you have provided an appropriate safe-place instruction that the producer has accepted.

7.6 You are responsible for promptly refrigerating, freezing or storing food as instructed after delivery.

7.7 If nobody is available and no suitable safe place has been agreed, the producer may attempt to contact you.

7.8 Producers are not normally required to make an additional delivery journey where a delivery could not be completed because nobody was available at the address provided.

7.9 If an order cannot be delivered because you supplied an address outside the producer's stated delivery area, we may contact you to arrange another appropriate option.

8. Changes and cancellations

8.1 You can normally ask to change or cancel a FarmCo order before the Tuesday 23:59 ordering deadline. Where cancelled in time, we will arrange a full refund for the cancelled items.

8.2 After the ordering deadline, producers may already have started harvesting, baking, butchering, producing or packing your order. For this reason, an operational cancellation may no longer be possible.

8.3 The normal statutory 14-day change-of-mind cancellation right does not apply to goods which are liable to deteriorate or expire rapidly, including many fresh and perishable food products.

8.4 This exception does not automatically apply to every product sold through FarmCo. Where a non-perishable product carries a statutory cancellation right, that right remains available to you.

8.5 Where the statutory cancellation right applies, you normally have 14 days after receiving the goods to tell the seller that you wish to cancel, followed by a further 14 days to return them, subject to the applicable legal rules and exceptions.

8.6 Cancellation rights are separate from your rights where a product is faulty, unsafe, not as described or otherwise does not meet your statutory rights.

8.7 If you need to change or cancel an order, contact FarmCo as soon as possible.

9. If something is wrong with your order

9.1 Goods supplied to you must meet the standards required by consumer law, including requirements relating to satisfactory quality, fitness for purpose and description.

9.2 Nothing in these terms removes or reduces your statutory consumer rights.

9.3 If an item is missing, damaged, spoiled, unsafe or materially not as described, tell us as soon as reasonably possible.

9.4 For fresh food, contacting us on the same day where possible can make it much easier to investigate the condition of the product. This request does not reduce your legal rights.

9.5 Photographs of the product, packaging or label can help us and the producer understand what happened.

9.6 Because the producer is the seller of their goods, the producer is responsible for resolving valid problems with the products they supplied.

9.7 FarmCo will provide customer support. We can record the complaint, contact the producer and help reach an appropriate resolution.

9.8 Depending on the circumstances and your legal rights, the appropriate remedy may include a replacement, price reduction, partial refund or full refund.

9.9 If you cannot resolve a problem with a producer, or you are unhappy with how the issue has been handled, contact FarmCo at jack@farmcomarket.com.

10. Payment and refunds

10.1 Payment is taken when you complete checkout.

10.2 FarmCo receives marketplace payments on behalf of the relevant producer.

10.3 Any delivery charge, collection charge or other unavoidable fee payable as part of your order will be shown before you pay.

10.4 Where a refund is due, it will normally be returned using the same payment method used for the original purchase unless another method is expressly agreed.

10.5 Refunds will be processed without undue delay and within any time limit required by law. After processing, the time taken for funds to appear can depend on your bank, card issuer or payment provider.

11. Your account and personal information

11.1 You are responsible for keeping the information connected with your FarmCo account and orders accurate.

11.2 In particular, please make sure your email address, telephone number, delivery address and postcode are correct.

11.3 FarmCo and producers may need to contact you about an active order.

11.4 Where a producer delivers an order, the information reasonably required for delivery may be shared with that producer, including your name, delivery address and relevant contact information.

11.5 Producers may only use FarmCo customer information for legitimate fulfilment, customer service, legal or record-keeping purposes unless you have separately agreed to another use.

11.6 Where you collect an order, only information reasonably required to identify and fulfil your order is provided to the producer.

11.7 More information about how personal information is handled can be found in our Privacy Policy.

12. Our responsibility to you

12.1 Nothing in these terms excludes or limits liability where doing so would be unlawful.

12.2 Nothing in these terms excludes liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.

12.3 Nothing in these terms affects your statutory rights as a consumer.

12.4 FarmCo is responsible for the parts of the marketplace service that The Local Exchange Ltd provides.

12.5 Producers remain responsible for the products they sell, including their safety, quality, labelling, description, preparation and fulfilment.

12.6 FarmCo is not the producer of third-party products merely because those products are displayed or purchased through the FarmCo marketplace.

12.7 Where a producer fails to fulfil an order, FarmCo will provide reasonable support and, where a refund is due, assist in arranging that refund.

12.8 Nothing in this section limits responsibility FarmCo itself has to you under applicable law.

13. Website and marketplace availability

13.1 FarmCo aims to keep the marketplace available and accurate, but websites, payment systems and other technology can occasionally be interrupted.

13.2 We may temporarily suspend parts of the marketplace for maintenance, security or technical reasons.

13.3 Product availability may change and putting a product into your basket does not reserve it indefinitely.

13.4 We may remove a product or producer from the marketplace where there is a food safety, legal, availability or other legitimate concern.

14. Changes to these terms

14.1 We may update these terms from time to time.

14.2 The terms applying to an order will normally be the version published when you placed that order.

14.3 Updating these terms does not remove statutory rights relating to an order already placed.

15. Governing law

15.1 These terms are governed by the law of England and Wales.

15.2 If you live in England or Wales, you may bring legal proceedings in the courts of England and Wales.

15.3 If you live in Scotland or Northern Ireland, you may also have the right to bring proceedings in the courts where you live.