Review Date: March 2027

Overview

We offer a 30-day returns policy in line with your statutory rights. However, because fresh food is perishable, concerns must be raised promptly-typically within 24 hours, as the condition of goods can deteriorate quickly due to storage and handling outside our control.

If 30 days have passed since your purchase, we are unable to offer a refund or exchange.

To be eligible for a return (where applicable), items must be unused, in the same condition that you received them, and in their original packaging. Proof of purchase is required.

Perishable Products (Fresh Meat & Poultry)

Due to food safety regulations, we do not accept returns of fresh or perishable goods once they have left our premises.

If you are unhappy with the quality of your purchase, please contact us within 24 hours of purchase or delivery. Once we have reviewed the issue, we may offer:

• A replacement
• Web credit
• A refund (where appropriate)

To assess your claim, we may require:

• Proof of purchase (receipt)
• Clear photographs of the product and label
• Return of the product, if requested

Incorrect Orders

If you receive an incorrect item or your order has been prepared incorrectly, please notify us within 24 hours. We will arrange a replacement at no additional cost or offer a refund or store credit where appropriate.

Proof of purchase is required.

Refunds

Once we have received your complaint and reviewed the issue, we will notify you of the outcome.

If approved, your refund will be processed to your original method of payment within a reasonable number of business days.

Late or Missing Refunds

If you haven’t received your refund:

1. Please check your bank account again.
2. Contact your credit card provider — refunds can take time to appear.
3. Contact your bank, as processing times vary.

If you have done this and still have not received your refund, please contact us at orders@pepperellsmeats.co.uk

Exchanges

We only replace items if they are defective or damaged. If you need an exchange, please email orders@pepperellsmeats.co.uk and send the item to:

Pepperell’s Meats Ltd
Unit 1, The Firs,
Redenhall
Harleston
IP20 9QN

You are responsible for return shipping costs. Shipping costs are non-refundable. If a refund is issued, the cost of return postage may be deducted.

We recommend using a trackable delivery service for higher-value items, as we cannot guarantee receipt of returned goods.

Need Help?

If you have any questions regarding refunds/returns, please contact: orders@pepperellsmeats.co.uk