Refund & Exchange Policy

1. Order Cancellations & Refunds

• Before Processing: You are eligible for a full refund only if your order has not yet been processed, before any meat has been cut, diced, or packaged.
• After Processing: Once our team begins preparing or cutting your order, we cannot offer any cancellations, changes, or refunds.

2. Fresh Meat: Claims & Reporting Windows

Because fresh meat is highly perishable, any issues or defects must be reported to us immediately within the following timeframes:

• Collection (Standard): Must be reported within 2 hours of pickup.
• Collection (Summer Months): Must be reported within 1 hour of pickup due to warm weather transit risks.
• Home Delivery: Must be reported within 1 hour of the delivery time slot.

3. Approved Product Exchanges

If you report a defective item within the time limits and it is approved by our team, we will issue an exchange based on the product weight:

• Fresh Meat & General Items: We will offer an exchange matching the available weight of the product returned.
• Frozen Fish: We will offer an exchange matching the remaining weight of the frozen fish returned.

4. Refund Payment Methods

Once a refund is approved, it will be issued based on your original payment method:

• Card & Online Payments: Will be securely refunded back to your original card or bank account through our payment processor, Stripe. Processing times are subject to Stripe's standard terms and conditions.
• Cash Payments: For orders originally paid for in cash, your refund can be collected in cash directly from our store.