Returns & Refunds Policy

Last updated: 15 September 2026

We sell fresh halal meat that is cut to order, so this policy is written for how that actually works. Nothing in it takes away your rights under the Consumer Rights Act 2015: everything we sell must be of satisfactory quality, as described and fit for purpose, and if it isn't we will put it right.

Changing your mind

You can cancel an order free of charge at any time before we start cutting it. Ring or WhatsApp us on 07479 462297 as soon as you can, quoting your order number, and we will refund you in full.

Once your order has been cut, packed or is out for delivery we cannot cancel it. Fresh meat prepared to your order cannot be resold, and perishable goods are excluded from the 14-day "cooling off" right under the Consumer Contracts Regulations 2013. If something has genuinely gone wrong on our side, talk to us. We would rather sort it than argue about it.

Something wrong with your order

Please check your order as soon as you collect it or it is delivered. If anything is wrong, tell us within 24 hours (the same day if it concerns temperature) by phone, WhatsApp or email, with your order number and a photo where possible. Keep the meat refrigerated until we have spoken to you.

We will replace, top up or refund, your choice where practical, if:

• an item is missing, or you received the wrong cut or preparation;
• the meat is not of satisfactory quality;
• a delivery arrived warm, damaged or with broken packaging;
• a pack is noticeably under the weight you paid for (see below).

Replacements go out with your next delivery or are ready at the counter for collection. Refunds are made to the payment method you used to order.

Weights

Most of our meat is sold in set pack sizes (for example 500g, 1kg, 2kg) and is cut to order by hand rather than pre-packed, so the exact weight of a pack can vary slightly either side of the stated weight. We aim to be within 10% and normally err on the generous side. If a pack is short by more than that, tell us and we will top it up or refund the difference. Whole birds, whole legs and shoulders and whole or half animals are natural products and vary in size, the listing gives a typical weight as a guide.

Store-cupboard items

Jars, packets, marinades and other ambient goods (for example the Mumtaz range) can be returned to the shop for a refund or exchange within 14 days of purchase if they are unopened, undamaged and in resalable condition, with your order number or receipt. We cannot refund opened items unless they are faulty.

Refund timing

We process approved refunds within 2 working days. Your bank or card provider can take a further 3–5 working days to show it on your statement. If a refund has not appeared after 10 working days, contact us and we will chase it with the payment provider.

Things we cannot refund

• Meat that was collected or delivered in good condition and later spoiled because it was not refrigerated promptly, or was kept beyond the recommended storage times on the product page.
• Deliveries we could not complete because nobody was in and we could not reach you, see our Delivery & Collection policy.
• Collection orders not picked up within 24 hours of being ready, unless you have let us know.