Terms and Conditions

1. Who We Are

This website is operated by My Meat Shop, available at mymeatshop.co.uk. We sell Halal meat, ready meals, Halal charcuterie, bakery products, groceries, traditional products, drinks, dairy, selected food items and related retail products to customers in the United Kingdom.

The current company details shown for My Meat Shop are:

• Company name: London Doc Ltd
• Address: 62 Camden Road, London, NW1 9DR, United Kingdom
• Website: mymeatshop.co.uk
• Customer service email: info@mymeatshop.co.uk
• Customer service telephone: 020 3576 3701

These details should be checked and updated by the website administrator if the legal business name, trading address, registered office, company number or other business details change.

2. Definitions

In these Terms and Conditions, the following words and expressions have the meanings set out below.

“We”, “us” or “our” means My Meat Shop, operated by London Doc Ltd, as described in Section 1.

“You” or “your” means the individual retail customer placing an order or using the website.

“Perishable product” means any product that is fresh, chilled, frozen, temperature-sensitive, or has a short shelf life after delivery, including but not limited to raw meat, cooked meat, ready meals, dairy, bakery items, pastry, charcuterie and prepared dishes.

“Prepared-to-order product” means any product that is cut, portioned, marinated, assembled, cooked, packed or otherwise prepared in response to a specific customer order or customer instruction, including custom cuts, selected marinades and made-to-order items.

“Hygiene-sensitive product” means any product that, once delivered or opened, cannot safely or hygienically be returned, repackaged or resold, including sealed food products that have been opened and products where the seal integrity has been broken after delivery.

“Wallet credit” means a credit balance held in your My Meat Shop customer account that can be applied to future orders placed through mymeatshop.co.uk.

“BarakaPoints” means the loyalty reward points issued under the My Meat Shop loyalty programme as described in Section 15.

“Statutory rights” means the rights you have as a consumer under applicable United Kingdom consumer law, including the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and any other applicable legislation.

“Courier” means any third-party delivery service used to transport your order from our premises to your delivery address.

“Dispatch” means the point at which your order is handed to the courier or collected by the courier for delivery to you.

3. Scope of These Terms

These Terms and Conditions apply to retail purchases made through mymeatshop.co.uk. They cover website use, product purchases, customer accounts, payments, order preparation, delivery, product handling, cancellations, refunds, wallet credit, loyalty rewards and related customer services.

If you are ordering for a restaurant, caterer, takeaway, shop, butcher counter, dark kitchen, event business or trade operation, you may need to use our separate business platform at My Meat Shop Business. Business customers may be subject to separate pricing, delivery arrangements, trade terms and conditions.

4. Retail Customers and Account Use

You may browse the website without creating an account, but some features such as order history, saved addresses, wallet, wishlist and BarakaPoints require a customer account.

You are responsible for keeping your account login details secure and for making sure the information in your account is accurate and up to date. You must not share your account login details with any other person.

We may refuse, suspend or close an account where we reasonably believe it has been misused, used fraudulently, used to abuse promotions, used to manipulate loyalty rewards or used in a way that may harm the website, customers or business. Where we suspend or close an account, any unused wallet credit balance and accrued BarakaPoints will be handled in accordance with Sections 14 and 15 of these terms.

5. Product Information

We make reasonable efforts to ensure that product titles, descriptions, images, prices, options, weights, sizes, ingredients, allergens and availability are accurate and up to date. Product information may change because of supply, preparation, supplier updates, seasonal availability, recipe updates, packaging updates or changes to our product range.

Product images are for guidance and presentation only. The actual product may vary slightly in appearance, cut, shape, size, thickness, trimming, fat cover, packaging or presentation, particularly for fresh meat, prepared food, bakery items, pastry and handmade products.

You should read the product page, option details, label information, ingredient information, allergen information, storage instructions and preparation guidance before placing an order and again before consuming the product.

6. Product Availability and Substitutions

All products and orders are subject to availability. If a product becomes unavailable after you place an order, we may contact you to offer a suitable alternative, remove the unavailable item, issue a wallet credit or a refund where appropriate, or provide another suitable solution depending on the circumstances.

We reserve the right to refuse, cancel or adjust an order where products are unavailable, incorrectly priced, incorrectly described, affected by a technical error, affected by a supply issue, affected by a payment issue or affected by circumstances outside our control. Where an order is refused or cancelled after payment has been taken, any payment received will be refunded to your original payment method within a reasonable time.

If a substitution is offered, you are not required to accept it. Where a refund is legally required, it will be handled in line with your statutory rights and the payment method used.

7. Fresh Meat Weights, Sizes and Natural Variation

Fresh meat and prepared food are natural or hand-prepared products and may vary slightly in weight, shape, size, thickness, trimming, fat cover, appearance and presentation. Where products are sold by approximate weight, target weight, size band or portion estimate, a reasonable natural variation may occur.

Where a product is packed materially below the paid-for weight or expected target range, we will offer an appropriate remedy. Our default operational resolution for minor weight differences and small product adjustments is wallet credit. However, if you are entitled to a price reduction or other remedy under the Consumer Rights Act 2015 or other applicable consumer law, those statutory rights are not affected and will be honoured in full regardless of whether wallet credit has been offered.

Where a product is packed slightly above the target weight, no additional payment will be requested.

8. Preparation, Cutting and Marinade Options

Some products may allow preparation choices, cutting notes, portioning notes, marinade choices or other customer instructions. Where available, these options must be selected or clearly requested before checkout. We are not able to accept or act on preparation instructions submitted after checkout unless we expressly confirm otherwise.

We will do our best to follow practical preparation notes, but some requests may not be possible because of product size, food safety requirements, butchery limitations, stock condition, packaging requirements, preparation workflow or dispatch timing. Where a specific preparation request cannot be fulfilled, we will inform you where possible.

Products that are cut, portioned, prepared, marinated, cooked, assembled, packed or customised to your request are treated as prepared-to-order items as defined in Section 2. Once preparation, packing or dispatch has started, cancellation or change requests may not be possible. This is without prejudice to any statutory right that may apply where a prepared-to-order product is faulty, unsafe, not as described or otherwise fails to meet the requirements of the Consumer Rights Act 2015.

9. Ingredients, Allergens and Food Safety

Some products may contain allergens or be prepared in environments where allergens are handled. This applies particularly to ready meals, bakery products, pastry, charcuterie, marinades, sauces, spices, dairy, desserts, groceries and prepared food.

If you have an allergy, intolerance or dietary requirement, you must check the product information carefully before ordering and check the label again when the product arrives. If you are uncertain about any ingredient or allergen, contact us before placing your order. Do not assume that a product is free from a particular allergen unless it is clearly and specifically stated on the product page and confirmed on the product label.

We aim to provide clear allergen and ingredient information where it is available to us, but product formulations, supplier specifications, recipes and preparation methods may change. Customers with serious food allergies or intolerances must not rely on website information alone and should verify with us directly before ordering.

10. Order Placement and Order Acceptance

When you place an order on the website, you are making an offer to buy the selected products under these Terms and Conditions. An order confirmation email confirms that we have received your order and that payment has been taken, but it does not by itself constitute final acceptance of the order.

Our acceptance of your order occurs at the point we send you a dispatch confirmation, or where we begin preparation of your order and no cancellation or refusal notice has been sent to you. Until that point, we reserve the right to refuse or cancel an order. If we refuse or cancel an order after payment has been taken, we will refund the full amount paid to your original payment method within a reasonable time and notify you of the reason where possible.

We reserve the right to refuse, cancel or limit orders where necessary, including where there is suspected fraud, abuse of offers, incorrect pricing, stock unavailability, delivery restrictions, payment failure, technical error or misuse of the website.

11. Pricing and Promotions

Prices are shown in British Pounds Sterling, unless stated otherwise on the product page or at checkout.

Product prices, offers, discounts, delivery charges and promotional rules may change without advance notice. The price shown at checkout at the time you complete your order is the price that applies to that order, unless there is an obvious pricing error.

Where an obvious pricing error is identified, we will notify you as soon as reasonably possible and give you the option to confirm the order at the correct price or to cancel and receive a full refund.

Promotions, discount codes, bundles, loyalty rewards and special offers may be subject to conditions, expiry dates, product exclusions, minimum spends, availability limits or account eligibility rules. These conditions will be stated on the relevant promotional page or at checkout where possible.

Promotional pricing does not remove your statutory rights. If a promoted or discounted product is faulty, unsafe, missing, incorrect or not as described, your statutory rights continue to apply in full.

12. Payment

Payment is required at the time of order unless a specific payment option available at checkout expressly allows otherwise. We may accept debit cards, credit cards, wallet credit, Klarna, Clearpay, bank transfer or other payment methods shown at checkout.

Payment options may vary depending on order value, customer eligibility, checkout settings, payment provider availability and fraud prevention checks.

If payment is not received, is declined, is reversed, is disputed, appears fraudulent or cannot be verified, we may cancel, hold or delay the order until the matter is resolved. We are not responsible for any loss caused by a delay to your order resulting from a payment issue that is within your control to resolve.

13. Klarna, Clearpay and Third-Party Payment Providers

Klarna, Clearpay and other third-party payment providers may be available at checkout for eligible orders. Each provider manages its own approval process, eligibility checks, payment schedules, instalments, account terms and payment collection independently of My Meat Shop. You should read the relevant payment provider’s terms and conditions carefully before using their service.

My Meat Shop does not decide whether Klarna, Clearpay or any other third-party payment provider approves or declines a payment option. Any such decision is made solely by the payment provider.

If your question relates to products, delivery, packaging, missing items or order contents, contact My Meat Shop. If your question relates to payment dates, instalments, payment reminders, approval decisions or your payment provider account, contact the relevant provider directly.

Where a refund is legally required for an order paid through Klarna, Clearpay or another third-party payment provider, the refund or adjustment may need to be processed through that payment provider in accordance with its own payment processes and rules. Processing times may vary depending on the provider.

Where a chargeback or payment dispute is raised directly with a payment provider, bank or card issuer in relation to an order where we have already offered or provided a remedy in accordance with these terms and your statutory rights, we reserve the right to contest the chargeback, provide relevant evidence to the payment provider, and take steps to recover any amounts wrongly reclaimed. We may also suspend or close any account associated with an unjustified chargeback, withhold future orders pending resolution, and pursue recovery of any confirmed loss through appropriate channels.

14. Wallet Credit, Store Credit and Account Credits

Wallet credit, store credit or account credit is our default operational resolution for goodwill gestures, minor weight differences, agreed missing item credits, loyalty-related resolutions, small product adjustments, service gestures and customer service credits where no statutory refund right is in play.

Wallet credit is for use on future purchases through mymeatshop.co.uk only and is not exchangeable for cash, except where required by law or where we have expressly agreed otherwise in writing.

Where a refund is legally required under the Consumer Rights Act 2015 or other applicable consumer law, the refund will be made to your original payment method where technically possible. Wallet credit will not be used as a substitute for a statutory refund unless you expressly choose to accept wallet credit instead.

Wallet credit does not earn interest. Any wallet credit balance that remains unused for a continuous period of 24 months may expire, after which it will be removed from your account. We will send a reminder to the email address registered to your account at least 30 days before any wallet credit is due to expire.

If your account is closed, suspended or terminated, any remaining wallet credit balance that was legitimately earned will be handled as follows: where the closure is initiated by you, we will allow a reasonable period to use the balance before it is removed; where the closure results from misuse, fraud or a breach of these terms, wallet credit may be forfeited where permitted by law. Where we close your account for reasons unrelated to any fault on your part, we will offer a reasonable resolution for any remaining balance.

In the event that My Meat Shop ceases trading or the wallet credit programme is discontinued, we will provide at least 30 days’ advance notice where reasonably possible and will use reasonable efforts to allow outstanding balances to be redeemed before the programme closes.

15. BarakaPoints and Loyalty Rewards

Customers may earn BarakaPoints through eligible purchases, reviews, referrals, selected product actions or eligible account activity as set out on the BarakaPoints programme page.

BarakaPoints are not cash, are not transferable between accounts and cannot be exchanged for cash. Points have no monetary value outside the My Meat Shop loyalty programme.

BarakaPoints are linked to completed eligible purchases and eligible customer actions. If an order, product or part of an order is refunded, credited, cancelled, reversed, adjusted or treated as unpaid, the BarakaPoints connected to that transaction may be removed, reversed or adjusted to reflect the final settled value of the transaction.

The earning rates, redemption rates, tier rules and product eligibility of the BarakaPoints programme may be updated from time to time. For changes that reduce the value of or remove BarakaPoints that you have already accrued, we will give at least 30 days’ written notice to the email address registered to your account before those changes take effect, except where a change is required immediately by law, by a regulatory requirement or to prevent fraud.

Accrued BarakaPoints may expire if your account has had no eligible purchase or redemption activity for a continuous period of 24 months. We will send a reminder at least 30 days before any accrued points are due to expire.

If the BarakaPoints programme is discontinued, we will give at least 30 days’ notice and will use reasonable efforts to allow remaining points to be redeemed before the programme closes.

Misuse, fraud, abuse of referrals, fake or incentivised reviews, manipulation of rewards or any activity that artificially inflates points balances may result in removal of points, cancellation of rewards, account suspension or other appropriate action.

16. Delivery

Delivery options, delivery charges and delivery availability are shown at checkout. Delivery availability may depend on postcode, courier availability, order value, product type, dispatch day, bank holidays, seasonal demand, operational limits or weather conditions.

We aim to prepare and dispatch orders as quickly as possible, but all dispatch and delivery times are estimates only unless we expressly confirm a specific delivery date in writing. We are not liable for losses caused by delivery delays where the delay is caused by circumstances outside our reasonable control as described in Section 32.

Orders may include chilled food, frozen food, ambient goods, groceries, prepared products or mixed baskets. Delivery timing, packaging and courier service may vary depending on the product types included in your order.

17. Customer Delivery Responsibilities

You are responsible for entering the correct delivery address, postcode, contact number, email address and any other required delivery information at checkout. The delivery address must be entered into the correct checkout delivery address fields. Address information entered only into order notes or free-text fields may not be used for courier labels or dispatch and cannot be relied upon.

Because many products are perishable or temperature-sensitive, you must ensure that someone is available to receive the parcel at the delivery address on the expected delivery date, or that appropriate delivery instructions have been provided where your chosen courier service permits this.

Once your order is dispatched, you are responsible for monitoring tracking information provided by the courier, following any courier delivery instructions, and making arrangements to receive or collect the parcel without delay. Failure to do so may affect your ability to raise a successful product quality or condition claim.

Where a courier offers a safe-place delivery option and you select or consent to this option, delivery to that safe place is made at your risk. We are not responsible for product deterioration, theft, damage or loss where safe-place delivery was selected or authorised by you and where the product was not retrieved and stored promptly after delivery.

18. Chilled Packaging and Product Handling on Arrival

We use appropriate chilled or insulated packaging for orders that include temperature-sensitive products. Chilled or frozen products are packed with ice packs or cooling elements to assist in maintaining product temperature during transit. The effectiveness of this packaging depends on transit time and conditions; it is not a substitute for prompt refrigeration or freezing on arrival.

When your order arrives, you must open it as soon as possible, check the contents, and place chilled or frozen products into the fridge or freezer immediately. Always follow the use-by date, best-before date, storage instructions and cooking guidance shown on the product label.

We are not responsible for loss of quality, spoilage or product deterioration caused by delay in unpacking, improper storage after delivery, leaving chilled food at room temperature, failure to refrigerate or freeze promptly, ignoring label instructions, failure to follow handling guidance, or any other action or inaction on your part after delivery.

19. Shelf Life, Storage and Freezing

Product shelf life varies depending on the product, preparation method, packaging, supplier, dispatch date and storage conditions. Always follow the use-by date, best-before date and label guidance provided with the specific product.

Some products may be suitable for home freezing, but suitability depends on the product type, label instructions and whether the product has been previously frozen. If you wish to freeze a product, do so as soon as possible after delivery and defrost it safely in a refrigerator before cooking. Do not refreeze a product that has already been defrosted.

Do not consume products if you believe they have been stored incorrectly, left unrefrigerated for an excessive period, damaged, unexpectedly opened, contaminated or otherwise unsafe. If you have a food safety concern, contact us before consuming the product.

20. Cancellations and Changes Before Dispatch

If you need to cancel or change an order, contact us as soon as possible after placing it. We can only make changes or accept cancellations where the order has not already entered preparation, cutting, cooking, packing, dispatch or courier handover.

Orders containing perishable products or prepared-to-order products as defined in Section 2 cannot be cancelled once preparation, packing or dispatch has started. Under Regulation 28(1)(b) and Regulation 28(1)(c) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory 14-day right to cancel under distance selling rules does not apply to goods that are made to the customer’s specifications or clearly personalised, or to goods that are liable to deteriorate or expire rapidly. Regulation 28(3)(a) also removes the right to cancel for sealed goods that are not suitable for return due to health protection or hygiene reasons once they have become unsealed after delivery.

This does not affect your statutory rights where a product is faulty, unsafe, not as described or otherwise fails to conform to the contract under the Consumer Rights Act 2015.

If an order has already been dispatched, cancellation is not possible for perishable, chilled, frozen, prepared, custom or hygiene-sensitive products unless a statutory right to reject applies.

21. Non-Perishable Goods and Change-of-Mind Returns

Certain non-perishable, unopened and returnable goods may qualify for a change-of-mind cancellation right under Regulation 29 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This right does not apply to perishable items, goods that are likely to deteriorate or expire rapidly, custom-made or personalised items, made-to-order products, or sealed hygiene-sensitive goods that have been opened after delivery.

If you wish to return an eligible non-perishable product, you must contact customer service before returning anything. Items must be unused, unopened, complete, in their original undamaged packaging and in a resaleable condition. You must follow the return instructions provided by our team.

Where permitted by law, we may reduce the refund amount for non-perishable goods that have been used, damaged, opened, handled beyond what is reasonably necessary to inspect them, or returned in a condition that prevents resale.

22. Returns, Refunds and Perishable Product Claims

Due to the nature of perishable, prepared-to-order and hygiene-sensitive products as defined in Section 2, we do not accept returns or offer refunds for change of mind once preparation, packing, dispatch or delivery has taken place. This applies to all meat, ready meals, bakery products, pastry, dairy, chilled groceries, frozen products, prepared dishes, charcuterie, marinated products, custom-prepared items and any other product that is perishable, temperature-sensitive or unsuitable for resale once handled, delivered or opened.

If you believe a product is faulty, unsafe, damaged, incorrect, missing, not as described or affected by a delivery issue, we strongly request that you contact customer service within 3 hours of the delivery time shown by the courier or tracking record.

This 3-hour reporting window exists because perishable and temperature-sensitive products can deteriorate quickly after delivery and reporting promptly allows us to investigate the condition of the product as it was received. Prompt reporting significantly improves our ability to resolve issues fairly and quickly.

Where a claim is reported after this 3-hour window, we may not be able to investigate or verify the reported issue to the same standard, and we may not be able to offer a resolution where we cannot reasonably confirm that the issue existed at the point of delivery rather than arising from events after delivery, including customer handling, missed delivery, late collection, delay in opening the parcel, failure to refrigerate or improper storage. In such cases, we may decline to issue a refund, credit or replacement where permitted by law.

This reporting window is an operational requirement that assists our investigation and does not override any statutory right you have under the Consumer Rights Act 2015. Where a product is proven to have been faulty, unsafe, not as described or non-conforming at the point of delivery, your statutory rights to a remedy are not extinguished solely by the passage of time beyond 3 hours, though delay in reporting may affect our ability to investigate and may be taken into account where the cause of an issue cannot be determined.

To allow us to review a claim, you must provide your order number, a clear explanation of the issue, and where possible clear photographs or video of the product, the product label, the inner packaging, the outer packaging, the courier label and the condition in which the delivery arrived. Where relevant, temperature evidence, courier tracking information or delivery photographs may also be requested.

You must keep the product, label and packaging available for inspection until we have reviewed the issue and confirmed a resolution. Do not dispose of the product unless we confirm that disposal is acceptable or unless there is an immediate food safety reason to do so, in which case you should document the product condition with photographs or video before disposal.

Where evidence is not provided, where the product or packaging has been discarded before we have reviewed the claim, or where we cannot verify the issue because of the circumstances of handling, collection, storage or delivery, we may decline the refund, credit or replacement request where permitted by law.

Nothing in this section removes or limits any statutory right you have under the Consumer Rights Act 2015 or other applicable consumer protection law.

23. Failed Delivery, Missed Delivery and Customer Handling

You are responsible for entering the correct delivery address, monitoring courier tracking, being available to receive the order on the expected delivery date, following courier instructions and storing products correctly immediately after delivery.

We are not responsible for loss of quality, spoilage or product deterioration caused by an incorrect delivery address entered by you, missed delivery, failure to monitor tracking information, failure to collect or receive the order promptly, delay in unpacking, failure to refrigerate or freeze products promptly, or failure to follow storage instructions after delivery.

Where a claim is linked to failed receipt, missed delivery, late collection, an incorrect address provided by you, customer absence on the delivery date, delay in refrigeration or customer handling after delivery, we may decline the refund, replacement or credit request where permitted by law.

Where a failed delivery is caused by a courier error, incorrect address provided by us, or another reason within our control, we will take responsibility for the matter and provide an appropriate remedy.

24. Missing Items, Unavailable Items and Partial Adjustments

If an item is missing from your order, unavailable, removed, substituted incorrectly or packed below the expected quantity, contact us within the reporting window described in Section 22 with your order number and photographic evidence where possible.

For agreed missing item credits, minor weight differences, goodwill adjustments or service gestures where no statutory refund right applies, wallet credit is our default operational resolution. Where a refund is legally required, it will be processed to the original payment method or through the relevant payment provider as appropriate.

25. Halal Certification and Assurance

Halal assurance is central to My Meat Shop. Our meat range is connected to Halal standards and non-stunned Halal process expectations, with certification provided through Your Halal Guarantee (YHG). Full details of the certification scope, coverage and standards applied are set out on our Halal Certification page. We recommend that you read that page if Halal compliance is important to your purchasing decision.

The YHG certification applies to our meat products as described on the Halal Certification page. Non-meat grocery products, drinks, bakery items, packaging items or partner products are not covered by the same Halal assurance unless the product page specifically states otherwise. For these products, you should check the product page, label and supplier information individually.

If you have specific questions about Halal certification, sourcing, slaughter method, traceability or the suitability of a specific product, contact us before placing an order. We will use reasonable efforts to provide accurate and current information.

In the event that a Halal certification issue is identified with a product after it has been sold, we will take appropriate steps to notify affected customers where reasonably possible, remove or correct affected product listings, and provide an appropriate remedy in accordance with your statutory rights and the specific circumstances of the issue.

26. Website Use

You must not misuse the website, attempt to gain unauthorised access to any part of the website or its systems, interfere with website operation, upload or transmit harmful code or malware, scrape, copy or harvest content using automated means without written permission, abuse promotions, create fraudulent accounts, impersonate another person or use the website in a way that may harm My Meat Shop, its customers or third parties.

We use technical and security measures to detect and prevent misuse, fraud, automated access and other prohibited activity. We may restrict access, suspend accounts, cancel orders, remove rewards or take other appropriate action where we reasonably believe the website or services are being misused.

Access to the website is provided on an as-available basis. We do not guarantee that the website will be available continuously or without interruption. We may suspend access for maintenance, security improvements, legal requirements, regulatory reasons or other operational needs. We will not be liable for loss caused by temporary unavailability of the website.

27. Reviews, Feedback and User Content

If you submit a review, feedback, message, photograph or other content to My Meat Shop, you confirm that it is truthful, accurate, lawful and not offensive, abusive, misleading, defamatory, infringing of third-party rights or otherwise in breach of these terms.

We may moderate, edit, refuse or remove reviews or user content where it is inaccurate, offensive, unlawful, misleading or otherwise unsuitable. Incentivised, fraudulent or fake reviews are prohibited and may result in removal of associated BarakaPoints and account suspension.

Reviews and feedback may be used to improve our products, services, website, customer support and product information. By submitting a review, you grant us a non-exclusive, royalty-free right to use, display and publish that content in connection with our business.

28. Intellectual Property

All website content, including text, images, logos, product content, graphics, design, layout, software and brand materials, is owned by or licensed to My Meat Shop unless otherwise stated.

You may use the website for personal shopping and account use only. You must not copy, reproduce, distribute, scrape, modify, sell, licence or otherwise exploit any part of the website or its content without our prior written permission.

29. Privacy and Cookies

We process personal information in accordance with our Privacy Policy, which is available on our website. This includes information collected and used for accounts, orders, delivery, payment, loyalty rewards, reviews, customer support, marketing, security and website improvement.

Our website uses cookies and similar technologies for basket functionality, account login, checkout, security, analytics and customer experience. Please read our Privacy Policy and cookie information for full details of what data we collect, how we use it, and your rights in relation to it.

30. Limitation of Liability

Nothing in these Terms and Conditions excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for any other liability that cannot lawfully be excluded or limited under the laws of England and Wales.

Subject to the above and to your statutory rights, our liability to you in connection with a product issue will be limited to the price paid for the affected product or order item.

We are not responsible for indirect or consequential losses, loss of profit, loss of business, loss of opportunity or any other loss that was not reasonably foreseeable as a direct consequence of our breach in the context of a standard retail consumer order.

Where a product contains an allergen that was not accurately disclosed on the product page or label due to an error on our part, and where that allergen causes a personal injury or adverse health reaction, our liability is not limited by the product price cap set out above. Such claims will be assessed on their individual facts in accordance with applicable law. We maintain product liability insurance for this purpose. If you have experienced an adverse reaction to a product, contact us and seek medical attention promptly.

31. Alternative Dispute Resolution

If you have a complaint or dispute relating to an order, product, delivery, refund or any other matter covered by these terms, please contact us in the first instance using the contact details in Section 35. We will do our best to resolve the matter promptly and fairly.

If we are unable to resolve a complaint to your satisfaction through our internal process, you may have the right to refer the dispute to an Alternative Dispute Resolution (ADR) scheme in accordance with the Alternative Dispute Resolution for Consumer Disputes (Competent Authorities and Information) Regulations 2015. Details of any ADR scheme that we are committed to or are members of will be provided in our response to your complaint where applicable.

We recommend contacting us directly in the first instance so we can review your order, evidence, delivery information and customer support history properly.

32. Events Outside Our Control

We are not responsible for failure or delay in performing our obligations caused by events outside our reasonable control. Such events may include courier disruption, extreme weather, strikes or industrial action, transport infrastructure problems, supplier failure, technical failures, power outages, illness, government restrictions, food safety incidents, pandemics, civil unrest, or other events or circumstances genuinely beyond our control.

Where such an event affects an order, we will take reasonable steps to minimise the impact on customers and communicate relevant updates as soon as reasonably possible. If performance of an order becomes impossible as a result of such an event, we will provide an appropriate remedy including a refund where required by law.

33. Changes to These Terms

We may update these Terms and Conditions from time to time to reflect changes in our website, products, payment options, delivery process, refund process, legal requirements or business operations.

The latest version will be published on this page with the updated date shown at the top of the document. Where a change is material and affects existing customers, we will use reasonable efforts to notify registered customers by email before the change takes effect, except where an immediate change is required by law or to prevent fraud or misuse.

The terms that apply to any specific order are the terms in force at the time you place that order, except where a subsequent change is required by law and must apply to all orders from the date of the change.

34. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any dispute arising out of or in connection with these terms or an order placed through mymeatshop.co.uk will be subject to the exclusive jurisdiction of the courts of England and Wales, except where applicable consumer law gives you the right to bring a claim in another United Kingdom jurisdiction.

35. Contact Us

If you have questions about these Terms and Conditions, an order, product issue, delivery, refund, payment or account matter, please contact us using the details below. We aim to respond to all customer enquiries promptly.

• Email: info@mymeatshop.co.uk
• Phone: 020 3576 3701
• Website: mymeatshop.co.uk
• Post: My Meat Shop, c/o London Doc Ltd, 62 Camden Road, London, NW1 9DR, United Kingdom