Refund & Claims Policy

Last updated: 16 October 2026

Fresh produce is perishable, so we handle refunds through a clear claims process. This policy applies to confirmed orders unless your written sales contract says otherwise. If it does, the contract takes priority.

Cancelling an order

• Before harvesting or packing begins: you may cancel by emailing us. We'll refund any deposit, less costs we've already paid on your behalf (such as packaging or booking fees).
• After packing or loading begins: the order can't be cancelled because the produce has been harvested for you. Payments are not refundable at this stage.

Quality or quantity claims

If your shipment arrives short, damaged or below the agreed quality, please:

1. Email info@jamnatja.com within 48 hours of the shipment arriving at the destination.
2. Include your order or invoice number, clear photos of the produce and cartons, your shipping documents, and a description of the problem.
3. Keep the affected produce until we've reviewed the claim. For larger claims, we may request an independent inspection or survey report.

What we cover

Where we confirm that a problem was caused before responsibility for the goods passed to you (as set by the agreed Incoterms), we will, at our choice, offer:

• a replacement in a future shipment,
• a credit against your next order, or
• a partial or full refund for the affected portion.

What we don't cover

• Natural variation in size, colour or shape within the agreed grade
• Loss or damage after responsibility passed to you, including during carriage the buyer arranged
• Delays or rejection caused by customs, import permits or documents that are the buyer's responsibility
• Poor storage or handling after delivery
• Claims made after the 48-hour window

Shipping insurance may cover some of these situations. We recommend insuring every shipment.

How refunds are paid

Approved refunds are paid by the same method you used to pay, usually within 14 business days of approval. Bank or transfer fees charged by either bank are not refundable.

Questions

Email info@jamnatja.com and our team will help.