Refund policy

Return & Refund Policy

Jay's Farmhouse — Jay's Yam Last updated: July 2026

Thank you for shopping with Jay's Yam. We take great care to ensure every order of our pre-cut, pre-cleaned yam products arrives fresh, frozen, and in perfect condition. Please read our policy below before placing your order.

Returns

Because our products are perishable food items, all sales are final and we are unable to accept returns or exchanges. This policy exists to protect the safety and quality of our products — once a frozen food item leaves our care, we cannot guarantee it has been stored at safe temperatures, and for health and safety reasons it cannot be restocked or resold.

Damaged or Defective Products

Your satisfaction matters to us. If your order arrives damaged, defective, or in unsatisfactory condition (for example: torn or compromised packaging, product that arrived thawed or spoiled, incorrect items, or missing items), we will gladly issue a refund or replacement.

To be eligible, you must:

  1. Contact us within 48 hours of delivery. Because our products are perishable, claims submitted after this window cannot be verified and may not be eligible for a refund.
  2. Provide photo or video evidence clearly showing the damage or defect, including the product, its packaging, and the shipping label where possible.
  3. Include your order number and the email address used at checkout.

Please do not discard the product or packaging until your claim has been reviewed, as we may request additional photos.

How to Submit a Claim

Email us at info@jaysfarmhouse.com with the subject line "Damaged Order — [Your Order Number]" and attach your evidence. You can also reach us through the contact form on our website.

We aim to review all claims within 2 business days of receiving complete evidence.

Refunds

If your claim is approved, we will issue a refund or send a replacement, at your choice, depending on product availability.

  • Refunds are issued to your original payment method.
  • Please allow 5–10 business days for the refund to appear on your statement, depending on your bank or card issuer.
  • If your claim is approved for only part of your order (for example, one damaged item in a multi-item order), a partial refund will be issued for the affected items.

Situations Not Eligible for a Refund

We are unable to offer refunds in the following cases:

  • Change of mind, taste preference, or accidental purchase.
  • Product that was delivered in good condition but was not retrieved promptly and thawed at the delivery address.
  • Damage caused after delivery, including improper storage or handling.
  • Claims submitted more than 48 hours after the delivery date.
  • Claims without supporting photo or video evidence.

Incorrect Shipping Information

Please double-check your shipping address at checkout. We are unable to refund orders that are lost, delayed, or returned to us due to an incorrect or incomplete address provided by the customer.

Order Cancellations

Orders may be cancelled for a full refund before they have been packed or shipped. Once an order has shipped, it cannot be cancelled. To request a cancellation, contact us as soon as possible at info@jaysfarmhouse.com.

Questions?

We're here to help. If you have any questions about this policy or an existing order, contact us at info@jaysfarmhouse.com or through the contact form at jaysfarmhouse.com.

This policy does not limit any rights you may have under applicable consumer protection laws, including Ontario's Consumer Protection Act.