Returns & Refunds

At Brothers Halal Butchers, we are committed to providing you with the highest quality meat, poultry, and groceries. Due to the perishable nature of our products, our returns policy is designed to ensure food safety and customer satisfaction.

1. STATUTORY RIGHTS

Under the Consumer Rights Act 2015, all goods sold must be of satisfactory quality, fit for purpose, and as described. If the products you receive do not meet these standards (e.g., they are damaged, spoiled, or incorrect upon arrival), you are entitled to a remedy, which may include a replacement, a credit note, or a refund.

2. PERISHABLE GOODS POLICY

Due to food safety and hygiene regulations, we cannot accept the return of fresh or perishable food items once they have been delivered or collected. Please do not return products to our shop unless explicitly instructed to do so by a member of our team.

3. REPORTING AN ISSUE

If you believe a product is not fit for consumption or if there is an error with your order, you must contact us immediately:

• Notification Window: Please contact us within 24 hours of delivery or collection.
• Action: Do not consume any product you believe is faulty. Discard it safely after taking photographic evidence.
• Evidence Required: We require your order number, a description of the issue, and clear photographic evidence of the affected product and its packaging.

4. RESOLUTIONS

Upon reviewing your report and evidence, we will determine the most appropriate course of action:

• Replacement: We may arrange for a replacement of the affected item(s) in your next delivery or for immediate collection.
• Store Credit: We may offer a credit added to your loyalty account for future use.
• Refund: In cases where a replacement or credit is not suitable, we will issue a full or partial refund to your original payment method.

5. ORDER CANCELLATIONS

Cancellations vary depending on the status of your order:

• Before Processing: You may cancel your order for a full refund at any time before it has been processed for preparation.
• Perishable Goods Exception: Standard 14-day cancellation rights do not apply to goods that are liable to deteriorate or expire rapidly (perishable goods).

6. PROCESSING REFUNDS

If a refund is approved, it will be processed to the original payment method. Please allow 5–10 working days for the funds to appear in your account, depending on your bank or payment provider.

7. CONTACT US

If you have any questions or concerns regarding your order, please contact our team: