Refund policy

Refund Policy

Effective Date: December 16, 2025

At Nia Fresh Market, we work hard to ensure you receive fresh, high-quality food at fair prices. Because we sell perishable goods, our refund policy is designed to balance food safety, regulatory compliance (including SNAP/EBT rules), and fairness to our customers.

This Refund Policy applies to all orders placed through niafreshmarket.com or related Nia platforms.

1. General Policy

  • Due to the perishable nature of food, all sales are generally final once an order has entered fulfillment.
  • We do not accept returns of food items.
  • Refunds, replacements, or credits may be issued at Nia’s discretion in accordance with this policy.

2. Eligible Refund Scenarios

You may be eligible for a refund, credit, or replacement if:

  • An item is missing from your order.
  • You received an incorrect item.
  • An item arrives damaged or spoiled at the time of delivery or pickup.

To be eligible, issues must be reported within a strict 24-hour window of delivery or pickup, and the customer must retain and provide proof of the damaged or incorrect goods if requested.

3. Non-Refundable Situations

Refunds or credits will not be issued for:

  • Failure to pick up an order within the designated pickup window.
  • Spoilage caused by delayed pickup, improper storage, or mishandling after delivery or pickup.
  • Preference-based dissatisfaction (e.g., taste, size, ripeness, or brand substitution acceptance), except where the item is deemed spoiled or structurally damaged.
  • Orders canceled after fulfillment has begun.

4. Pickup Orders

  • Orders must be picked up during the scheduled pickup window communicated at checkout.
  • Orders not picked up within this window will be forfeited without refund due to food safety regulations, unless a prior arrangement has been confirmed by our customer service team in writing.
  • Identification or order confirmation may be required at pickup.

5. Delivery Orders

  • Delivery times are estimates and not guaranteed.
  • If a delivery issue occurs (missing items, damaged goods), customers must notify Nia within 24 hours of delivery.
  • Risk of loss transfers to the customer upon delivery to the provided address, including loss, theft, or spoilage occurring thereafter.

6. Substitutions

  • When enabled, substitutions are made with comparable items of equal or greater value.
  • Acceptance of substituted items is considered fulfillment of the order and is not refundable unless the item is damaged or incorrect.
  • Customers may opt out of substitutions during checkout.

7. SNAP / EBT Refunds

If you paid using SNAP/EBT benefits:

  • Refunds are subject to federal and state SNAP regulations.
  • SNAP/EBT funds may only be refunded in accordance with program rules and may not be refunded as cash or store credit where prohibited.
  • Eligible refunds will be returned to the original SNAP/EBT account or resolved through approved replacement items, as strictly required and permitted by federal and state law.

8. Mandatory Cooperation and Verification

Nia Fresh Market reserves the right to request proof, including photographs, of any damaged, incorrect, or spoiled goods. Failure to provide requested documentation or to cooperate with our investigation (e.g., providing access to the damaged item for verification) may result in the denial of a refund, credit, or replacement.

9. How to Request a Refund

To request a refund or report an issue:

  • Contact us at support@niafreshmarket.com within the 24-hour window.
  • Include your order number and a description of the issue.
  • Provide photos if requested to help us assess the claim.
  • We aim to review and resolve eligible requests within a reasonable timeframe.

10. Form of Refund

Approved refunds may be issued as:

  • A refund to the original form of payment (where permitted).
  • Store credit.
  • Replacement items.

The method of resolution will be determined by Nia based on the circumstances and applicable regulations.

11. Policy Changes

We may update this Refund Policy from time to time. Any changes will be posted on this page with an updated effective date. Continued use of the Services constitutes acceptance of the revised policy.

12. Contact Us

If you have questions about this Refund Policy, please contact:

Nia Fresh Market
Email: support@niafreshmarket.com
Website: niafreshmarket.com