Refunds & Complaints

Perishable food — right to cancel

Our boards and cuts are freshly made, perishable food prepared to order. Under the Consumer Contracts Regulations 2013, perishable goods and made-to-order food are exempt from the standard 14-day “cooling-off” right to cancel once we have begun preparing your order. This means that, once preparation has started, an order generally cannot be cancelled for a refund. This exemption does not affect your legal rights if something goes wrong (see below).

Changing or cancelling before preparation

If you need to change or cancel an order, contact us as early as possible at sales@fleishigmeats.co.uk or on 020 8087 1855. If we have not yet started preparing your order, we will do our best to accommodate a change or cancellation and refund you where appropriate. Once preparation has begun, we may not be able to refund a cancellation.

If something is wrong with your order

Your legal rights are protected if goods are faulty, not as described, or not delivered as agreed. If your order arrives damaged, incorrect, of unsatisfactory quality, or is not delivered on the agreed date:

• Contact us as soon as possible, and ideally within 24 hours of delivery, so we can investigate while the food is fresh.
• Where possible, keep the item and send us a photo — it helps us put things right quickly.
• We will offer a suitable remedy, which may be a replacement, a partial refund or a full refund, depending on the issue.

How refunds are made

Approved refunds are made to your original payment method via Stripe. Refunds are usually processed within a few working days of us agreeing them, though it can take a little longer for the amount to appear on your statement depending on your bank or card provider.

Making a complaint

If you are unhappy with any part of your experience, we want to hear about it. Email sales@fleishigmeats.co.uk with your order details and a description of the problem, and we will acknowledge your complaint and work with you to resolve it fairly and promptly.

Your statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 and other applicable UK consumer law.