Refund and Returns Policy
Last updated: September 15, 2026
1. Food safety first
Frozen meat and frozen foods are perishable. Once goods have been accepted and have left our shop or the cold chain, we cannot verify how they were stored. For that reason we cannot accept returns or refunds for reasons other than quality — for example a change of mind or ordering the wrong pack size. Please check your order carefully before confirming.
2. Quality problems
Contact us immediately if goods arrive fully thawed, with damaged packaging, not matching your order, or showing off odours or obvious spoilage. Send your order number and clear photographs (including the packaging and the goods) by WhatsApp or email within 24 hours of receipt.
3. How we resolve it
Once verified, we will arrange a replacement of the same item, a credit of equivalent value, or a refund, as appropriate. Please keep the goods and packaging until the case is closed and follow our instructions on handling them.
4. Refund method
Refunds are made by the original payment method to the account you paid from, or to an account you nominate, normally within 5 working days of the case being confirmed. If an order is cancelled before we confirm receipt of payment, any amount paid is refunded in full.
5. Items out of stock
If an item turns out to be unavailable while we are packing, we will contact you first so you can choose a substitute, a refund for that item, or cancellation of the whole order with a full refund.
6. Failed deliveries
Where delivery fails because of incorrect recipient details, nobody available to receive the goods, or refusal to accept them, frozen goods may no longer be safe to redeliver and the loss will be borne by the customer. Redelivery, where possible, is subject to a further delivery charge.