Refund policy

We want you to be completely happy with your order. Because our products are perishable frozen food, our returns policy works a little differently from most online shops — this page explains how.

Perishable goods and the right to cancel
Under the Consumer Contracts Regulations 2013, the usual 14-day right to cancel an online order does not apply to goods that are liable to deteriorate or expire rapidly. This includes all of our fresh and frozen meat products. For this reason we cannot accept returns of, or offer refunds on, meat products simply because you have changed your mind.

Amending or cancelling an order
You can amend or cancel your order free of charge up to 48 hours before your chosen delivery date — just contact us. Within 48 hours of delivery your order will already be in preparation and we are unable to make changes or cancel it.

Damaged, faulty or incorrect items
In line with the Consumer Rights Act 2015, if anything in your order arrives damaged, spoiled, incorrect or missing, we will make it right with a replacement or a full or partial refund. Please contact us within 48 hours of delivery at sales@themeatboxcompany.co.uk, including your order number and photographs of the affected items and packaging. Please do not dispose of the items until we have been in touch, and keep them refrigerated or frozen in the meantime.

Thawing in transit
Your order is packed in an insulated wool-lined box and may begin to thaw slightly in transit. This is normal and the products remain safe — because our meat is cut fresh, vac packed and frozen straight away, it is safe to refreeze on arrival. Slight thawing in transit is not a fault and is not eligible for a refund.

Missed deliveries
If you are not in when the courier arrives, they will attempt to leave your order with a neighbour or in the safe place you specified when ordering. Once delivered to your specified safe place, responsibility for the goods passes to you. We cannot refund orders that spoil because they were left uncollected at the delivery address.

Gift cards
Gift cards are non-refundable and cannot be exchanged for cash.

How refunds are paid
Approved refunds are made to your original payment method. Depending on your bank or card provider, please allow up to 10 working days for the refund to appear.

If you have any questions about this policy, please get in touch — we are always happy to help.

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