Refund Policy

1. Our Commitment to Quality

At Uyartchi Meat Shop, we are committed to providing only the highest quality halal meat products. We carefully inspect every item before it leaves our store, and we expect you to receive your order in perfect condition.

2. Eligibility for Refunds

2.1 Valid Reasons for Refunds

We will provide a full refund or replacement if:

• The product is not as described
• The product is damaged or spoiled upon delivery/collection
• The wrong item was delivered
• The product is past its use-by date
• The product does not meet our quality standards
• Your order was not delivered (delivery orders only)
• Items are missing from your order

2.2 When Refunds Are Not Available

Unfortunately, we cannot offer refunds if:

• You simply changed your mind after receiving the order
• You ordered the wrong item by mistake (unless the error was on our end)
• The product has been used, opened, or stored improperly
• You were not available to receive a delivery (failed delivery)
• The complaint is made after the use-by date has passed

3. How to Request a Refund

3.1 Timeframe

You must contact us within 24 hours of receiving your order (or your scheduled collection time) to request a refund or replacement.

3.2 Contact Methods

To request a refund, please contact us:

3.3 Information to Provide

When requesting a refund, please provide:

• Your order number
• Details of the issue (description and photos if possible)
• Your preferred resolution (refund or replacement)
• Contact information

4. Refund Process

4.1 Assessment

Once we receive your refund request:

• We will review your case within 24 hours
• We may ask for additional information or photos
• In some cases, we may arrange to collect the item for inspection
• We will notify you of our decision

4.2 Refund Method

If your refund is approved, we will process it using the same payment method you used for the original purchase:

• Refunds are processed through Stripe to your original payment card
• You will receive a confirmation email once the refund is issued
• Refunds typically appear in your account within 5-10 business days
• The exact timing depends on your bank or card issuer

4.3 Partial Refunds

If only part of your order is affected:

• We will refund only the affected items
• Delivery charges will be refunded if the entire order is refunded
• Delivery charges are not refunded for partial refunds

5. Replacements

As an alternative to a refund, we offer replacements:

• We can deliver a replacement item at no additional charge
• Replacement items are typically delivered within 24 hours
• Click-and-collect replacements can be ready within 2 hours
• You may choose a different product of equal value

6. Special Circumstances

6.1 Product Recalls

In the unlikely event of a product recall:

• We will contact all affected customers immediately
• Full refunds will be provided automatically
• You do not need to return the product
• Follow any safety instructions provided

6.2 Delivery Issues

If your delivery does not arrive:

• Contact us within 24 hours of the scheduled delivery time
• We will investigate with our delivery partner
• If the order cannot be located, we will provide a full refund or redeliver at no charge

6.3 Temperature Issues

If your order arrives warm or improperly refrigerated:

• Do not consume the products
• Contact us immediately
• We will provide a full refund or replacement
• Your food safety is our priority

7. Non-Refundable Items

The following items are non-refundable once delivered/collected:

• Custom-cut meats prepared to your specifications (unless there is a quality issue)
• Bulk orders over £200 (subject to our approval at time of order)

These restrictions will be clearly communicated before you place your order.

8. Cancellations

8.1 Before Order Preparation

You may cancel your order for a full refund if:

• The order has not yet been prepared (typically within 15 minutes of placement)
• Contact us immediately via phone or app
• Cancellations may not be possible for orders already in preparation

8.2 After Order Preparation

Once your order has been prepared:

• Cancellations are generally not accepted
• We may consider cancellations on a case-by-case basis
• A cancellation fee may apply

9. Your Consumer Rights

This Refund Policy does not affect your statutory rights under UK consumer protection law, including the Consumer Rights Act 2015. You have the right to:

• Receive goods that are as described
• Receive goods of satisfactory quality
• Receive goods fit for purpose
• A repair, replacement, or refund if goods are faulty

10. Exceptions and Discretion

While we've outlined our standard policy, we understand that exceptional circumstances may arise. We reserve the right to:

• Make exceptions to this policy on a case-by-case basis
• Offer goodwill gestures for customer satisfaction
• Request additional information or evidence before processing refunds

11. Fraudulent Claims

We take fraud seriously. If we suspect fraudulent refund claims:

• We may investigate before processing the refund
• We reserve the right to refuse service for future orders
• We may report fraudulent activity to relevant authorities

12. Contact Us

If you have questions about our Refund Policy or need assistance with a refund:

13. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with an updated "Last Updated" date. The policy in effect at the time of your order will apply to that order.