Terms & Conditions

1. GENERAL

The service we provide and the quality of our products are paramount to us here at Hepburns Food Ltd. You can expect the same high standards while shopping online as our customers experience in the shop.
All our goods and services comply with all the standards required by relevant legislation. When shopping with us online, a Contract of Sale is made at the time we accept your order, and the contract shall be under English law. By confirming your order on the website, you accept these terms and conditions.

2. DELIVERY ARRANGEMENTS

All our deliveries within 20 miles are transported in our own van. The drivers work to very high standards and within strict regulations in order to ensure your delivery arrives with you safely. Please use the space for any special delivery instructions during the checkout process.

3. COLLECTION

You may prefer to collect your order in person from our Mountnessing shop, in which case it will be available for you the same afternoon after placing the order (except Sunday). No refunds can be made for uncollected orders.

4. PACKAGING FOR DELIVERY

We take great care to ensure your items arrive in perfect condition. Most of your meat will be vacuum packed in a food-safe polythene pouch before being carefully placed in one of our boxes. As soon as your order is completed it goes in the fridge and then only removed when the driver collects it and places it immediately into the refrigerated van and delivered to your door.  

5. PACKAGING AND DELIVERY PRICES

When your order has been packed the delivery costs are as follows;

Over £100, or within 10 miles of our Mountnessing shhop = Free

Under £100 and over 10 miles = £6

6. ACCEPTABLE WEIGHT VARIATION 

When you place your order it will be for a nominal weight of produce, at a specified price. We will collect the payment via the payment method you select when placing the order. Because orders are individually prepared, it can be expected that there may be some small variation in weights above or below the weight you choose, and it is impractical for us to request additional payments or process small refunds. We will ensure that this variation never exceeds more or less than 10% of any item specified. Items delivered within 10% of the weight ordered shall be deemed complete.

7. UNFULFILLED ORDERS 

Because of the seasonal nature of some of our produce and limited supply, it is possible that from time to time, we may be unable to fulfil some orders. If your order is for one specific joint or meal item we will let you know as quickly as possible, within one working day of you placing the order, and offer alternative produce or cancellation at your discretion. In the event of us having to cancel, we will make an immediate and full refund of any monies paid.

8. GUARANTEE OF SATISFACTION

If for any reason you are dissatisfied with the quality of the produce received, you should contact us within 24 hours of receipt. All complaints will be dealt with personally and immediately by a member of our team. Your statutory rights are not affected. We regret we are not able to accept returned goods or claims for goods ordered in error, due to their perishable nature.

9. CANCELLATION 

We regret that due to the very short timescale involved in processing fresh meat orders, you cannot cancel or amend your order once it has been placed unless specifically agreed by ourselves. If the order has been dispatched then unfortunately we will not be in a position to cancel or amend your order.

10. DATA PROTECTION

All personal data we collect from you will be used exclusively for the purposes of our relationship, to help us offer improved or new services to you, and may be stored on computer. Your details will be held securely, in confidence, and never disclosed to any third party without your express permission.

Join the Real Meat Revolution

Keeping The Craft Alive