We are committed to offering you the very best service and the very best produce and we guarantee the quality of all goods and produce you order from us. You must inspect the goods immediately upon delivery and, in the event that you are dissatisfied in any way with either our service or the quality of the goods you receive, let us know promptly in writing via the feedback form in the Contact Us section of the website.
Complaints must be raised within 12 hours of receiving the product and we will require photographic evidence to substantiate any claim. Complaints should be raised by emailing [email protected] We will not respond to any complaints raised on social media platforms such as Facebook or Instagram.
Complaints in respect of the quality of the goods you receive will be forwarded to our headmaster butcher for review. Please, therefore, retain produce for review, and we promise to respond to you within 2 working days whenever possible with our findings.
Unfortunately, we are unable to accept the return of any product delivered to you (Baby food and milk, Chilled and frozen products, any food items where the seal is broken, and Vegetables) but, if the goods ordered by you do not meet your reasonable satisfaction, we may, in our absolute discretion, send you a voucher to the value of the goods that have fallen short of your expectations within 3 working days of a complaint being received.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Once your order is dispatched; we send an email/notification (Ready to ship), moreover, our partner carrier sends an email/SMS showing delivery time and date. However, it is your responsibility to receive your order, we are not responsible if your order (delayed or reschedule).
Please be sure to provide the correct address and mobile number in shipping details.