Refund Policy

Effective from 2026-07-06

Overview

ClickMeats is a marketplace. The butcher shop is the seller of record and issues refunds when they’re due. When you order on ClickMeats you’re buying meat directly from an independent butcher. The Shop is responsible for food quality, preparation, hygiene, allergens, stock availability, and handing your order over on collection. ClickMeats provides the ordering, payment infrastructure, and support if something goes wrong.

This policy explains when you’re entitled to a refund, how to request one, and what timelines to expect. It sits alongside your rights under UK consumer law — nothing in this policy takes those away.

When you’re entitled to a full refund

You’re entitled to a full refund in any of the following situations:

  • The shop cancels your order. If the shop can’t fulfil your order — for example they’re out of a product — they must cancel the order and initiate a full refund through the dashboard / Stripe refund flow. You’ll receive a refund notification once the refund has been processed by the payment system.
  • You collect and the meat isn’t of satisfactory quality, isn’t as described on the shop’s page, or isn’t fit for the purpose you asked for. This is your right under the Consumer Rights Act 2015 and applies to every purchase made on ClickMeats.
  • The shop fails to have your order ready by the collection time you agreed and cannot prepare it within a reasonable further period.
  • A payment was taken in error — for example a duplicate charge caused by a technical issue on our side.

When refunds may not be automatic

Meat is a perishable food. UK law recognises this by excluding perishable goods from the standard 14-day distance-selling cancellation right that applies to most online purchases (Consumer Contracts Regulations 2013, Regulation 28(1)(d)).

In practice this means:

  • Once you’ve collected the meat and it’s been out of the shop’s refrigeration, we can’t offer a “changed my mind” refund. Please review your order carefully before collecting.
  • If the shop has already prepared and packed your order, cancelling “just because” may not give you an automatic refund — the meat has been cut to your specification and cannot be resold. Speak to the shop first: many will still refund goodwill cases, but they’re not obliged to.

None of this affects your right to reject goods that are not of satisfactory quality or not as described. Those rights are absolute.

How to request a refund

  1. Contact the shop first. Their phone number and address are on the shop page and in your order confirmation email. Most refund questions are resolved in a single call — the shop can process a refund from the business dashboard immediately.
  2. If the shop won’t or can’t help, email us at support@clickmeats.co.uk with your order number and a short description of what went wrong. We’ll review the case and, where appropriate, issue a refund directly.
  3. If you’ve tried both routes without resolution, you can dispute the charge with your card issuer under the Consumer Credit Act 1974 (credit cards) or the Faster Payments dispute process (debit cards). We’d prefer to resolve it before it gets that far.

How long refunds take

Once approved, a refund is initiated immediately through Stripe. Depending on your bank, it can take 5 to 10 working days to appear on your statement. You’ll receive an email as soon as the refund is issued.

Refunds always go back to the card that was originally charged — we can’t redirect them elsewhere.

Partial refunds

If only part of your order is affected — for example one of three items was underweight — the shop can issue a partial refund covering just the affected line. Contact the shop with your order number and a description of what’s wrong.

Evidence we may ask for

To handle a quality complaint fairly to both you and the shop, we may ask for:

  • A brief description of the issue and when you collected the order;
  • Photos of the affected meat (if the issue is visible);
  • Your order number (in your confirmation email or under “Your orders” in your account).

Photos aren’t always necessary — we default to trusting a customer’s description — but for larger orders or repeated issues we’ll usually ask.

Your statutory rights

Nothing in this policy affects your legal rights as a consumer, including under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. These rights apply on top of, and cannot be reduced by, this policy.

More detail is in our full Terms of Service (Sections 8 and 9).

Complaints and disputes

If you feel your refund request hasn’t been dealt with fairly, see our Complaints Procedure for the escalation route. As a UK consumer you can also contact Citizens Advice or your local Trading Standards office for free.

Contact

Support: support@clickmeats.co.uk