Policy
Refunds and cancellations
Small Batch orders are often made-to-order, perishable, or prepared for a specific pickup, delivery, or farmers market window. Refund eligibility depends on order status, seller action, product type, and whether payment was collected through Small Batch.
Quick reference
| Situation | What to expect |
|---|---|
| Buyer cancels before seller accepts | Use the support form to request a cancellation. Refund is not guaranteed. |
| Buyer cancels after seller accepts or preparation begins | Refund generally not available. Most products are made specifically for each order. |
| Seller declines or cancels the order | Small Batch will initiate a full refund to the original payment method. Buyers are not charged a separate refund fee. Timing depends on your bank. |
| Buyer misses a pickup window | Refund not guaranteed. Whether to reschedule is at the seller’s discretion. |
| Seller does not appear at a market pickup date | Use the support form to report a no-show. A refund may be issued for confirmed seller no-shows. |
| Seller delivery cannot be completed | Refund not guaranteed if buyer information was incorrect or buyer was unavailable. Use the support form for seller-side failures. |
| Product issue or wrong item received | Use the support form to submit your order details for review. |
1. Buyer cancellations
There is no in-app cancellation option for buyers. If you need to cancel before the seller has accepted your order, use the support form as soon as possible. Cancellations are not guaranteed once an order has been placed. Once a seller has accepted or started preparing your order, refunds are generally not available — most products on Small Batch are made specifically for each order and are perishable or limited inventory.
2. Seller cancellations and declines
If a seller declines or cancels your order before fulfillment, Small Batch will initiate a full refund to your original payment method. You are not charged a separate refund fee. The refund may show as Refund pending before it is confirmed by the payment processor. You will receive an email notification when your order status changes. Refunds are returned through the platform — they are not issued by the seller directly.
For sellers: If a paid order is declined or cancelled by the seller, the buyer receives a refund and the seller payout for that order is reversed. Only accept orders you are confident you can fulfill.
3. Pickup orders and buyer no-shows
If you miss your pickup window, the seller is not required to refund your order. Sellers may choose to reschedule or make another arrangement, but this is at their discretion. Pickup location details are shared after the seller marks your order ready and are not visible before that point. If you need help with a pickup order, contact support.
4. Farmers market pickup
Market pickup orders are placed against a specific seller appearance at a specific market and date. Pick up during the seller’s listed hours at the market location. If the seller does not appear or cannot fulfill the order at that market date, contact support. A refund may be issued for confirmed seller no-shows. Small Batch does not automatically monitor market appearances — buyers must initiate contact with support if an issue occurs.
5. Seller delivery
Delivery on Small Batch is arranged and handled directly by the seller. Small Batch does not operate a courier or delivery network. If a delivery cannot be completed because of incorrect address information, buyer unavailability, or other buyer-side issues, refunds are not guaranteed. For delivery failures that are the seller’s responsibility, contact support.
6. Product issues
If you received the wrong item or a product that does not match what was listed, contact support for review. Outcomes depend on the specific circumstances and the seller’s ability to respond.
7. How to get help
There is no in-app refund request form. Use the support form to send us your order details — include the seller name, order number if you have one, and a description of what happened.
8. Refund timing
When a refund is issued, it is returned to the original payment method through our payment processor. Refunds may take several business days to appear depending on your card and bank. An order may show as Refund pending before the refund is confirmed — this means the reversal has been initiated and is awaiting confirmation from the payment processor.
9. Scope of this policy
This policy applies to all orders processed through Small Batch. Fulfillment-specific details such as pickup timing and delivery windows may be noted in product listings or order confirmations, but they do not override this platform policy. Small Batch may update this policy as the platform evolves. Orders are governed by the policy in effect at the time of purchase.