Perishable Goods Notice
Due to the perishable nature of our products (frozen and fresh meat), we cannot accept standard physical returns or exchanges once an order has been dispatched or delivered. This aligns with UK Consumer Contracts Regulations regarding perishable food items.
Damaged, Defective, or Incorrect Orders
We take pride in packaging our meat to arrive frozen (or fresh, depending on the listing) and in perfect condition. However, if your order arrives damaged, incomplete, or incorrect, please let us know immediately so we can make it right.
How to Report an Issue:
- Contact us within 24 hours of delivery at 11oaksfarmwrexham@gmail.com or via our contact page.
- Provide your Order Number.
- Include clear photos showing the damaged packaging, thawed product, or incorrect items, along with the shipping box/label.
Once reviewed, if your claim is approved, we will gladly offer:
- A full or partial refund to your original payment method, or
- A replacement shipment on our next available delivery date, or
- A store credit for your next purchase.
Non-Refundable Circumstances
We cannot offer refunds or replacements in cases where:
- The delivery address provided at checkout was incorrect or incomplete.
- The courier attempted delivery within the agreed time frame, but no one was available, and no safe place instructions were provided.
- The parcel was left in a designated “safe place” or with a neighbor, but was not retrieved promptly by the customer, leading to thawing.
- The product was thawed or spoiled due to improper storage after successful delivery.
Order Cancellations
We cannot accept order cancellations after an order has been placed.