Refund policy
The Fat Butcher is a trading name of Food Direction Ltd, a company registered in England and Wales under company number 13822023, with its registered office at Double Row, Seaton Delaval, Northumberland, NE25 0PP. We want you to be delighted with your order. This policy explains what happens if something is wrong, and how cancellations and refunds work. Nothing in this policy affects your legal rights.
Perishable food and your right to cancel
Most online purchases come with a 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. However, that right does not apply to perishable goods, and almost everything we sell is fresh, perishable food.
Because your order is cut and packed to order, there is a cut-off after which it is committed to production and can no longer be stopped. You can cancel or change an order up to midnight two days before it is despatched. We despatch the day before your chosen delivery date, so an order despatching on a Tuesday can be cancelled or changed up until midnight on the Sunday. Weekends count the same as weekdays.
After that deadline we cannot cancel the order, and once it has been despatched it cannot be returned for a change of mind.
If something is wrong with your order
Your food should arrive in perfect condition. If any part of your order arrives damaged, spoiled, or is not what you ordered, please:
- Contact us at customercare@thefatbutcher.co.uk within 24 hours of delivery;
- Include your order number and clear photographs of the affected products and their packaging;
- Do not consume any product you have concerns about.
Once we have reviewed the issue we will put it right. As standard we will offer store credit to the value of the affected items. This does not affect your legal rights: where goods are faulty, not as described, or not of satisfactory quality, you are entitled under the Consumer Rights Act 2015 to a refund or a replacement, and we will honour that if you would prefer it to credit.
How and when we refund
Where a refund is due, we process it within 48 hours to your original payment method. Once we have issued a refund, it can take your bank or card provider up to 10 working days to show the money in your account. That final step is outside our control.
Discounted and gift items
Discounted and sale items carry exactly the same statutory rights as full-price items — if they arrive faulty, spoiled or not as described, you are entitled to a refund or replacement in the usual way.
Gift cards are non-refundable.
Contact
Email us at customercare@thefatbutcher.co.uk and we will always do our best to make things right. Our address for correspondence is Double Row, Seaton Delaval, Northumberland, NE25 0PP.