Refund policy

Refunds & Returns Policy

Block Butchery (the “we”, “us”, or “our”)

This policy applies to orders placed on our website for chilled and frozen meat and other perishable goods (the “Products”).

Food safety note

For hygiene and food safety reasons, we cannot accept returns of chilled or frozen meat once delivered, unless the Products are faulty, not as described, or you received the wrong items.


1) Your legal rights

Nothing in this policy affects your statutory rights.

Because most Products we sell are perishable and/or sealed for hygiene reasons, the usual “change of mind” cancellation right for online purchases does not apply once those goods have been delivered (and in some cases, once the seal is broken). You may still cancel before dispatch as set out below.

2) If there is a problem with your order (damaged, unsafe, incorrect, missing)

If you believe your order is:

  • damaged on arrival
  • warm when it should be chilled or frozen
  • leaking, with broken seals, or otherwise not in acceptable condition
  • missing items
  • contains incorrect items
  • past its use-by date, or otherwise not as described

please contact us as soon as possible and no later than 24 hours after delivery.

3) What we need from you

To help us resolve issues quickly, please provide:

  • your order number
  • a description of the issue
  • clear photos of:
    • the outer packaging
    • the inner packaging and ice packs (if any)
    • the product label(s) including batch/date information
    • the affected item(s)

Please keep the Products and packaging until we confirm the outcome, as we may need additional information for our quality and courier investigations.

4) Our remedies (replacement, refund, credit)

Where we confirm the Products are faulty, unsafe, damaged, not as described, or you received the wrong items, we will offer one of the following (depending on the circumstances and stock availability):

  • a replacement (sent as soon as reasonably possible)
  • a full or partial refund to your original payment method
  • store credit (if you prefer)

We will aim to process approved refunds within 5–10 business days. Your bank or card provider may take additional time to display the refund.

5) Cancellations (before dispatch)

If you need to cancel an order, contact us immediately.

  • Before dispatch: We can usually cancel and refund your order in full.
  • After dispatch: Cancellation may not be possible. If delivery is attempted, we cannot accept the Products back for change-of-mind reasons.

6) Failed delivery and address errors

Please ensure your delivery address and contact details are correct at checkout.

If a delivery fails due to an incorrect address, missing information, or nobody being available to receive the order (where a signature or handover is required), we may not be able to offer a refund because the Products are perishable. If the courier returns the parcel to us and we confirm it remained safe and within temperature, we may, at our discretion, offer:

  • a partial refund (excluding delivery costs), or
  • store credit.

7) Delivery delays

If your delivery is significantly delayed, contact us as soon as you can.

Because Products are perishable, refunds or replacements for delays will depend on whether the Products remained safe and in acceptable condition on arrival. Please follow the steps in sections 2 and 3.

8) Returns of non-perishable items (if sold)

If your order includes non-perishable goods (for example, merchandise or equipment), they may be returnable if:

  • they are unused
  • they are in their original packaging
  • you contact us within 14 days of delivery

Return postage costs are your responsibility unless the item is faulty or incorrect.

9) Allergens and suitability

Products are prepared in environments that may handle common allergens. If you have allergy concerns or need suitability advice, please contact us before ordering. We cannot offer refunds for change of mind once perishable goods have been delivered.

10) Contact us

If you need help with a refund, replacement, or order issue, contact us at:

11) Policy updates

We may update this policy from time to time. The version that applies to your order is the one in place on the date you placed your order.