Last updated: 21 August 2026

Overview

This Refund, Returns and Cancellation Policy applies to retail purchases made through mymeatshop.co.uk.

My Meat Shop sells fresh, chilled, frozen, prepared and other perishable food products. Because of the nature of these products, most of them cannot be returned simply because you have changed your mind.

This policy should be read together with our Terms and Conditions. Nothing in this policy affects your statutory rights under United Kingdom consumer law.

Cancelling an Order

Please contact us immediately if you wish to cancel or change an order.

For perishable or prepared-to-order products, we can only accept a cancellation where the order has not already entered preparation, cutting, portioning, marinating, cooking, packing, dispatch or courier handover.

Once preparation or packing has started, cancellation may no longer be possible because the products have been prepared specifically for the order or are liable to deteriorate or expire rapidly.

Where we accept a cancellation before preparation or dispatch, the amount paid will be refunded to the original payment method.

If we cancel an order because a product is unavailable, incorrectly priced, affected by a technical error or cannot be supplied, we will provide an appropriate replacement, adjustment or refund.

Eligible non-perishable products may still have the change-of-mind cancellation rights described below.

Perishable, Chilled, Frozen and Prepared Products

We do not accept returns or provide refunds for a change of mind on products that are perishable, temperature-sensitive, prepared to order, customised or unsuitable for resale after delivery.

This includes, without limitation:

Fresh, chilled or frozen meat and offal
Halal charcuterie and sausages
Ready meals and prepared dishes
Marinated, portioned or custom-cut products
Bakery, pastry and patisserie products
Dairy and chilled grocery products
Frozen food
Fruit and vegetables
Cakes, desserts and other short-life food
Any product liable to deteriorate or expire rapidly
Sealed hygiene-sensitive products once opened

This does not affect your rights where a product is faulty, unsafe, damaged, missing, incorrect, not as described or otherwise fails to meet the requirements of applicable consumer law.

Faulty, Damaged, Missing or Incorrect Products

Please contact us as soon as possible if your order:

Arrives damaged or in an unsafe condition
Contains an incorrect product
Has an item missing
Is materially below the quantity or weight paid for
Is not as described
Has a packaging or temperature problem
Has been affected by a delivery issue within our or the courier’s control

Depending on the circumstances and your applicable statutory rights, we may offer a replacement, refund, price adjustment, account credit or another appropriate remedy.

Where a statutory refund is due, it will be made to the original payment method where technically possible. Wallet credit will not replace a statutory refund unless you expressly agree to accept it.

Reporting Problems With Perishable Products

Because perishable and temperature-sensitive products can deteriorate quickly after delivery, we strongly request that you contact us within three hours of the delivery time shown by the courier or tracking information.

This reporting period helps us investigate the condition of the products at the time they were delivered. It does not remove or limit your statutory rights, although a delay in reporting may affect our ability to verify when or how a problem occurred.

When contacting us, please provide:

Your full name and order number
A clear description of the problem
Photographs or video of the affected product
A photograph of the product label
Photographs of the inner and outer packaging
A photograph of the courier label
Any relevant delivery, tracking or temperature information

Please keep the affected product, label and packaging available until we have reviewed the claim and provided instructions.

Do not return or post perishable food to us unless we specifically ask you to do so. If there is an immediate food-safety concern, do not consume the product. Take clear photographs before disposing of it and contact us promptly.

Delivery and Customer Handling

Customers must provide a complete and correct delivery address, monitor courier tracking, arrange to receive or collect the parcel promptly and refrigerate or freeze temperature-sensitive products immediately after delivery.

We may be unable to provide a refund, replacement or credit where deterioration, damage or loss has resulted from:

An incorrect or incomplete address provided by the customer
A missed delivery
Failure to monitor courier tracking
Late collection from a collection point
Delay in opening the parcel
Failure to refrigerate or freeze products promptly
Improper storage or handling after delivery
Products being left for an extended period in an authorised safe place

This applies only where the problem arose after delivery or because of circumstances within the customer’s control. Where a failed or damaged delivery is caused by our error or a courier error within our responsibility, we will provide an appropriate remedy.

Non-Perishable Change-of-Mind Returns

For eligible non-perishable and non-customised products purchased online, you may notify us that you wish to cancel within 14 days of receiving the product.

After notifying us, you must return the eligible product within a further 14 days.

Before returning anything, email us at info@mymeatshop.co.uk with your order number and the reason for contacting us. We will confirm whether the product is eligible and provide the correct return instructions and return address.

Eligible returned products should be:

Complete and unused, other than reasonable inspection
In their original packaging where reasonably possible
In a condition suitable for resale
Returned with all parts, accessories and documentation supplied

You may inspect an eligible product in the same way that you reasonably could in a shop. We may reduce the refund to reflect any loss in value caused by handling beyond what was reasonably necessary to inspect the product.

The change-of-mind right does not apply to:

Perishable goods or food liable to deteriorate or expire rapidly
Custom-cut, personalised or made-to-order products
Products prepared according to customer instructions
Sealed goods unsuitable for return for health or hygiene reasons once unsealed
Any other product legally excluded from the distance-selling cancellation right

For change-of-mind returns, you are responsible for the direct cost and safe transport of the return. We recommend using a tracked service and keeping proof of postage.

Where a non-perishable product is confirmed to be faulty, damaged or not as described, we will cover reasonable return costs where required by law.

Delivery-Charge Refunds

Where an entire eligible non-perishable online order is validly cancelled, we will refund the basic standard delivery charge where required by law.

If you selected a more expensive express, timed or enhanced delivery service, we are not required to refund the additional amount above our standard delivery charge.

Delivery charges may not be refundable where only part of a mixed order is returned and the original delivery charge would have been the same for the products retained.

Exchanges and Replacements

Perishable products cannot normally be exchanged merely because you have changed your mind.

Where a product is faulty, damaged, incorrect or missing, we may offer a replacement where appropriate and subject to availability.

If a replacement is unavailable or unsuitable, we will provide another remedy in accordance with your statutory rights.

Refund Method and Processing Time

Approved refunds will normally be made to the original payment method used for the order.

Refunds for payments made through Klarna, Clearpay or another third-party payment provider may be processed through that provider and may be subject to its own processing procedures.

Once a card refund has been processed, it will normally appear in the customer’s account within 5 to 10 business days, depending on the bank or card issuer. In some cases, the original payment may disappear from the statement instead of appearing as a separate refund.

Where a statutory refund is due, we will process it within the period required by applicable consumer law.

If you have not received an approved card refund after 10 business days:

Check the original payment on your bank or card statement.
Contact your bank or card issuer.
Contact us with your order number so we can check the refund status.

BarakaPoints or other rewards earned in connection with a refunded or cancelled order may be removed or adjusted to reflect the final amount retained.

Sale and Promotional Products

Products purchased during a sale or promotion have the same statutory rights as products purchased at their regular price.

The fact that a product was discounted does not remove your rights where it is faulty, unsafe, damaged, missing, incorrect or not as described.

Proof of Purchase

We may request proof that the product was purchased from My Meat Shop. This may include an order confirmation, order number, receipt, payment record or other reasonable evidence of purchase.

Contact Us

For cancellations, product concerns, missing items, delivery problems, returns or refunds, contact:

My Meat Shop
Operated by London Doc Ltd

Email: info@mymeatshop.co.uk
Telephone: 020 3576 3701
Website: mymeatshop.co.uk

Please include your order number in all correspondence.

Do not send any product to our registered or correspondence address without receiving return authorisation and instructions from our customer service team.