Refund Policy

We stand behind our fruit. Hula Brothers is a small family farm, and we want every customer to be happy with what arrives at their door. If something is wrong with your order, please reach out — real issues are always made right.

What we cover

We will refund or replace orders for:

• Significant fruit damage at delivery, beyond the cosmetic shell browning that's normal for fresh tropical fruit
• Weight discrepancies — boxes that arrive meaningfully under the listed case weight
• Significant delivery delays caused by us or FedEx that result in the fruit being unusable
• Lost or undelivered packages

How to file a claim

Email us at fruit@hulabrothers.com within 24 hours of delivery with:

• Your order number
• Clear, well-lit photos of the exterior of the box, showing any visible damage
• Clear, well-lit photos of the fruit inside the box, showing the issue
• For weight concerns: a photo of all of the fruit on a produce or kitchen scale

The 24-hour window matters. It allows us to file claims with FedEx and to assess the condition of the fruit before it has time to degrade further on your counter. Claims submitted more than 24 hours after delivery may not be eligible for refund or replacement.

What we don't cover

• Normal cosmetic variation in size, color, or shell appearance — see our FAQ for what to expect from real tree-ripened fruit grown without preservatives.
• Damage caused after delivery (improper storage, leaving the box in the sun, fruit not refrigerated promptly, etc.)
• Orders that could not be delivered because the recipient was not available to receive the package.
• Issues reported after the fruit has already been substantially consumed.

What we can and can't control

We pick, pack, and ship every order ourselves, using biodegradable packaging designed to protect the fruit in transit. Our fruit is harvested ripe and shipped within 48-72 hours, with no preservatives, waxes, or dyes — so some cosmetic change in shell appearance during transit is normal and does not affect the flavor or texture of the fruit inside.

What happens after the package leaves our farm is largely outside our control. FedEx handles transit; you handle storage after delivery. We do everything we can on our end, and ask that you handle the fruit promptly and properly on yours.

How resolutions work

Each claim is reviewed individually. Depending on the nature and severity of the issue, we may issue a full refund, a partial refund, a replacement shipment, or store credit. We retain final discretion on all resolutions — but our default is to err on the side of making things right whenever issues are real and well-documented.

For any refund or quality concern, please email fruit@hulabrothers.com. We're a small team and respond as quickly as we can.