Refund & Returns Policy
CPJ Fresh Market — Online Store
Effective Date: 03 June 2026
Last Updated: 03 June 2026
1. Overview
1.1 This Refund & Returns Policy explains when and how you can obtain a refund, replacement, or store credit for orders placed through the CPJ Fresh Market online store at https://shop.cpjsaintlucia.com (the "Site"), operated by Caribbean Producers St. Lucia Ltd. ("CPJ Fresh Market", "we", "us", or "our").
1.2 This Policy forms part of, and should be read together with, our Terms & Conditions.
1.3 Nothing in this Policy limits any rights you may have under the consumer protection laws of Saint Lucia.
2. The Nature of Grocery Products
2.1 Because we sell food and other perishable goods, most items cannot be returned once they have been delivered or collected, for health, safety, and hygiene reasons.
2.2 This does not affect your right to a refund, replacement, or credit where an item is damaged, defective, spoiled, expired, or incorrect, as set out below.
3. When You Are Entitled to a Refund or Replacement
You may request a refund, replacement, or store credit if:
- An item is missing from your order;
- An item is damaged or spoiled on arrival;
- An item is expired or past its use-by date on delivery;
- You received the wrong item;
- An item is defective or not of satisfactory quality;
- A substitution was made that you did not authorize or that you decline at the point of delivery or collection (see Section 6);
- You were charged incorrectly, including a pricing error or an incorrect weight adjustment on a variable-weight item.
4. Reporting a Problem — Time Limits
4.1 Because of the perishable nature of our products, you must report any problem with your order within 24 hours of delivery or collection.
4.2 To help us resolve your issue quickly, please provide:
- your order number;
- a description of the problem; and
- where possible, a photograph of the affected item(s).
4.3 Report a problem by contacting our customer service team:
- Email: [INSERT SUPPORT EMAIL]
- Phone: [INSERT SUPPORT PHONE]
- Hours: [INSERT CUSTOMER SERVICE HOURS]
4.4 Reports made after the 24-hour window may still be considered at the discretion of store management, but we may be unable to verify the condition of perishable items after this time.
5. How Refund Requests Are Assessed
5.1 Once we receive your report, we will review it and may ask for additional information or photographs.
5.2 Refunds, replacements, and credits are assessed and approved on a case-by-case basis at the discretion of store management, taking into account the nature of the product, the reason for the request, the evidence provided, and your order history.
5.3 We aim to acknowledge refund requests within 1–2 business days and to resolve them promptly thereafter.
5.4 Where a request is approved, you will normally be offered a refund of the affected item(s). At our discretion, and depending on the circumstances and your preference, we may instead offer a replacement or store credit.
6. Substitutions
6.1 If an item is unavailable at picking, we will contact you before substituting (see our Terms & Conditions, Section 6).
6.2 You may decline any substitute item at the point of delivery or collection. Declined substitutes will be refunded to your original payment method.
6.3 If you accept a substitute but are dissatisfied with it on arrival, report it within the 24-hour window and we will assess it under Section 5.
7. Variable-Weight Items
7.1 Items priced by weight (such as fresh produce, meat, poultry, fish, and deli items) are charged based on their actual weight at picking. The amount shown at checkout is an estimate.
7.2 Where the final weight is less than estimated, the difference is refunded to your original payment method. Where it is greater, the difference is charged. If you believe a weight adjustment is incorrect, report it within the 24-hour window.
8. Cancellations
8.1 You may cancel or amend your order free of charge before picking begins. Once picking has started, cancellation may not be possible.
8.2 To cancel, contact us as soon as possible using the details in Section 4.3.
8.3 If you cancel in time, or we cancel your order (for example, due to unavailability, a pricing error, or inability to verify age for restricted items), we will refund the corresponding amount to your original payment method.
8.4 Orders that cannot be delivered because no eligible person was available to receive them, or that are not collected within the stated click-and-collect window, may be returned to the store. Perishable items in such orders may be discarded for safety reasons and may not be refundable. Re-delivery may incur an additional fee.
9. How Refunds Are Issued
9.1 Approved refunds are issued to your original payment method — the credit or debit card used at checkout, processed through our payment provider, First Atlantic Commerce (FAC).
9.2 Once a refund is approved and processed by us, it typically takes 5–10 business days to appear on your card statement, depending on your card issuer or bank. This timeframe is outside our control.
9.3 Where a refund to the original card is not possible (for example, an expired card), we will work with you to arrange an alternative, such as store credit.
9.4 Refunds are made in the original currency of the transaction, Eastern Caribbean Dollars (XCD). We are not responsible for any exchange-rate differences or fees applied by your card issuer.
10. Store Credit
10.1 Where store credit is issued, it may be applied to future online orders and is subject to any expiry or usage terms stated at the time of issue. Store credit is non-transferable and has no cash value.
11. Delivery Fees
11.1 Where your entire order is cancelled by us, or the issue is our fault (for example, a failed delivery on our part), any delivery fee paid will be refunded.
11.2 Where only part of an order is refunded, the delivery fee is generally non-refundable, unless otherwise determined by store management.
12. Promotional & Discounted Items
12.1 Refunds on items purchased using a discount, coupon, or promotion are calculated based on the actual amount paid for the item, not its full list price.
12.2 Where a refund affects an order that qualified for a promotional threshold (for example, a minimum-spend discount or free delivery), we reserve the right to adjust the refund to reflect the value of the benefit you received.
13. Contact Us
To request a refund or ask a question about this Policy:
Caribbean Producers St Lucia Ltd — CPJ Fresh Market
Address: [INSERT REGISTERED ADDRESS]
Email: [INSERT SUPPORT EMAIL]
Phone: [INSERT SUPPORT PHONE]
Hours: [INSERT CUSTOMER SERVICE HOURS]