Quality & Refund Policy

Effective May 28, 2026

1. Our Quality Guarantee

Because our products are fresh, perishable produce and proteins, traditional "returns” aren't always practical. A fast, fair refund or replacement is. This policy explains how that works.

Every SorogiEAT box is packed within 48 hours of harvest from a family-owned farm in our regional network. We stand behind every item — and if anything falls short, we want to know.

You're covered if you receive any of the following:

• An item that's spoiled, bruised, moldy, or damaged in transit
• A package that arrived warm when it should have been chilled
• A missing item that was charged for
• An incorrect item or unapproved substitution
• Produce that doesn't meet the freshness standard described in our app
• A protein product that doesn't match its labeling (grass-fed, pasture-raised, organic) — see Section 8

2. How to Report an Issue

Tell us within 48 hours of pickup or delivery. The faster we hear, the more we can do.

Three easy ways:

1. In the app — Tap your order → "Report an Issue” → choose the item(s) and add a photo if you can.
2. Email — Write to help@sorogieat.com with your order number, the item(s), and a brief description.
3. Text — If you've opted into SMS, reply to your delivery confirmation with "ISSUE” and a team member will follow up within one business day.

A photo isn't required, but it helps us trace the issue back to the farm or carrier and prevent it from happening again. We treat every report in confidence.

3. What Happens Next

Within one business day of your report, we'll respond with one of three resolutions. You choose:

4. Replacement — We'll send the item in your next box, or arrange a re-delivery if it was a full-order issue.
5. App credit — Equal to the affected item's value, applied to your SorogiEAT account immediately.
6. Refund to original payment — Back to your card or bank in 5–10 business days.

For the Smoothie of the Week Box and other recurring Specialty Boxes, the most common resolution is a credit toward the following week's box.

4. What's Not Covered

To keep our policy fair to all members and to honor our partner farmers, refunds and credits are not available for the following:

• Items you changed your mind about after acceptance. We can't resell returned perishables, so once a box is accepted at pickup or delivery, the produce is yours.
• Items that have already been prepared. Cooked, juiced, blended, or cut into meal prep — we can't verify the original condition.
• Personal taste preferences for produce that arrived in good condition. For example, "the peaches weren't sweet enough for me.” Seasonal flavor variation is part of eating with the harvest.
• Issues reported more than 48 hours after pickup or delivery, except in cases of clear shipping damage or a labeling/allergen error.
• Subscription charges that have already triggered an upcoming order. Use the Pause or Skip controls in the app instead — see Section 6.

5. Pickup vs. Home Delivery

Free Community Pickup

• Inspect your box at the pickup site before leaving when possible — our team is there to help on the spot.
• Report any issues within 48 hours via the methods in Section 2.
• If you couldn't make it to your pickup window, contact us within 24 hours and we'll arrange a one-time hold or convert your order to home delivery (delivery fees will apply).

Home Delivery

• Refrigerate or freeze chilled items within 30 minutes of delivery to qualify for spoilage-related refunds.
• If your package didn't arrive or was delivered to the wrong address, report within 24 hours.
• Re-deliveries due to courier error are at our expense; re-deliveries due to incorrect address provided by the member are at the member's expense.

6. Subscriptions, Pauses, and Cancellations

Subscription management is separate from this Quality Guarantee.

• Pause or skip any upcoming box in the app at any time before the order cut-off (Wednesday 11:59 PM ET for the following week's delivery).
• Cancel your subscription any time. There are no cancellation fees and no contracts.
• Subscriptions already processed (charged and scheduled) will be delivered. Use the Quality Guarantee above if anything in that order is below standard.

7. Sponsor-a-Neighbor & the Neighbor Fund

If you sponsored a Neighbor box and the recipient reports a quality issue, the same Quality Guarantee applies. We'll work directly with the recipient to make it right at no additional cost to you. Donor tax receipts are unaffected.

If you accessed a box through the Neighbor Fund and need to report a quality issue, the policy works the same as for any other order. Your access to the fund is not affected by reporting issues — we want to know if our partner farms or carriers are letting our community down.

Donations to the Neighbor Fund itself are non-refundable, but if you contributed in error or to the wrong tier, contact us within 7 days and we'll correct the record.

8. Allergen, Labeling & Animal-Welfare Claims

Sorogi commits to traceable sourcing. If you receive an item that doesn't match its labeling — a product tagged gluten-free that contains gluten, a protein labeled grass-fed that isn't verifiable, or an organic item that turns out to be conventional — this is a serious issue. Stop using the product immediately.

• Photograph the packaging and the product
• Report within 48 hours of receipt (or as soon as you become aware) to help@sorogieat.com
• We will refund the affected item in full, document the issue with the supplier, and follow up with you directly with our findings

9. WELCOME5 and Promotional Discounts

When a refund is issued on an order that used a first-order code (WELCOME5) or another promotional discount, the refund will reflect the discounted price you paid, not the full retail price.

Your first-order eligibility is preserved if your initial order was canceled or fully refunded due to a quality issue. You can re-apply WELCOME5 (or its replacement code) to your next order in that case.

10. Program-Discounted Orders

Members enrolled in any of Sorogi's three signature programs (Diabetes Self-Management, Hypertension Management, or Healthy Weight) receive 20% off all SorogiEAT boxes. Refunds on program-discounted orders will reflect the 20%-off price you paid.

If you cancel your program enrollment, your prior discounted orders remain valid and refundable under this policy.

11. Questions

For anything this policy doesn't cover, write us at info@sorogieat.com or visit the Community page at sorogieat.com/community. We're a small, community-led team and we read every message.

12. Policy Updates

This policy may be updated as the SorogiEAT app evolves. The current version is always available at sorogieat.com/policies/returns. Changes will be communicated to active members via email and in-app notification at least 14 days before they take effect.