Ontario Veggies — Ontario Veggies Inc., operating in Niagara-on-the-Lake and Hamilton, Ontario, Canada.

This policy applies to purchases made through https://ontarioveggies.com and in person at farm-gate or farmers’-market locations. It is intended to comply with the Ontario Consumer Protection Act, 2002 (CPA) and any other applicable Ontario and federal law.

1. Our Products Are Perishable

We grow and sell fresh vegetables and Music garlic — perishable goods whose quality can change rapidly after harvest. Because of this, our refund and return conditions differ from those for non-perishable products. We are committed to selling only fresh, properly handled produce and will stand behind the quality of everything we ship or hand off to you.

2. When You Are Entitled to a Refund or Replacement

We will offer a full refund or like-for-like replacement (at your choice, subject to availability) in the following situations:

2a. Quality Issues on Arrival

Produce arrives visibly spoiled, mouldy, slimy, or otherwise unfit to eat at the time of delivery or pickup.
Produce is significantly below the grade or description advertised (e.g., garlic bulbs materially smaller than stated, or a vegetable mix that is substantially incomplete).

2b. Damaged or Incorrect Orders

Your order arrives physically damaged due to packaging failure or handling in transit.
You receive wrong items that you did not order.

2c. Short or Missing Items

Measurable quantity is short relative to what you paid for (e.g., a 3 lb bag weighing materially less).

3. Reporting Window — Time Is Critical

Because produce deteriorates quickly, you must report any quality or fulfilment issue within 24 hours of delivery or pickup. Reports made after this window may be assessed case-by-case but we cannot guarantee a remedy once the perishable holding period has passed.

How to report:

Contact us at office@ontarioveggies.com with the subject line “Order Issue — [your order number or date]”.
Include photos of the affected items — this is essential for perishable claims.
Keep the product refrigerated and do not discard it until we respond (unless it poses a health risk).

We will acknowledge your report within 1 business day and aim to resolve it within 3 business days.

4. What Is Not Refundable

The following are not eligible for a refund or replacement:

Normal post-delivery deterioration. Fresh produce has a limited shelf life. We are not responsible for quality decline that occurs after proper delivery or pickup, assuming the product met our standards at handoff.
Improper storage by the customer. Produce that is not refrigerated or stored appropriately after receipt falls outside our responsibility.
Change of mind. We do not accept returns or issue refunds because you changed your mind, overordered, or no longer need the items. Perishable goods cannot be re-sold once they leave our possession.
Pre-orders and CSA shares cancelled after the cut-off window. See our Cancellation Policy for details.
Items consumed or substantially used. If most of a product has been consumed, we are unable to verify a quality claim.

5. Consumer Rights Under Ontario Law

Nothing in this policy limits or waives any rights you have under the Ontario Consumer Protection Act, 2002 or other applicable law. If a conflict exists between this policy and your statutory rights, your statutory rights govern.

Under the CPA, distance contracts (online orders) and certain other sales give consumers specific rights. If you believe your statutory rights have not been respected, you may contact the Ontario Ministry of Public and Business Service Delivery or seek independent legal advice.

6. How Refunds Are Issued

Approved refunds will be issued using the same payment method used for the original purchase, where technically possible:

Online / card payments: refunded to the original card via Square. Processing time is typically 5–10 business days depending on your card issuer.
Cash purchases (farm-gate / market): refunded in cash at the next available opportunity or at your next visit.
Store credit and gift cards are not currently offered.

We will not issue a refund to a different payment method without verification.

7. Replacements

Where a replacement is offered and you accept it, we will arrange delivery or pickup of the substitute items at no additional charge. If the original item is out of season or unavailable, we may offer an equivalent product of equal or greater value — we will always confirm this with you before substituting.

8. Wholesale and Bulk Orders

Wholesale accounts may be subject to separate written terms agreed in advance.

9. Contact Us

For any refund or product quality concern:

Email: office@ontarioveggies.com
Mailing address: 6 Footbridge Cres, Brampton, ON L6R 0K5
Legal / escalation contact: privacy@ontarioveggies.com

Ontario Veggies operates farms in Niagara-on-the-Lake and Hamilton, Ontario, Canada. This policy is governed by the laws of the Province of Ontario and applicable federal laws of Canada.

Refund & Return Policy