Our Commitment to Quality and Care
At Peter Augustus Craft Butchers, we take great care to ensure every order is packed, stored, and delivered to the highest standards. Because we sell perishable food products, returns and refunds are handled slightly differently from non-food retail.
This policy applies to all online orders.
1. Perishable Products (Meat, Poultry, Prepared Foods)
For food safety and hygiene reasons, we do not accept physical returns of perishable items once they have left our control.
However, we fully stand behind the quality of our products and will provide a refund or replacement when appropriate.
You are eligible for a refund or replacement if:
- The product arrives damaged
- The product arrives spoiled
- The product arrives incorrect
- The product arrives missing
- The product arrives out of temperature
- The product is not as described
These are classified as defective items.
Returns & Quality Guarantee
Due to the perishable nature of our products, we generally do not accept returns once items have left our facility. This is because we cannot guarantee the integrity of the cold chain and returned products cannot be resold or reused.
However, your experience matters to us. If there is an issue with your order, please contact us within 24 hours of delivery with:
- Your order number
- A description of the issue
- Clear photos of the product and packaging
Once reviewed and verified by our team, we will work with you on a suitable resolution. This may include:
- A full or partial refund, or
- A replacement item sent at no additional cost
In some cases, we may ask for the product to be returned for quality assessment. Any returned items will not be reused or resold.
2. Non-Defective Items (Change of Mind)
Because our products are perishable, we do not accept change-of-mind returns for:
- Meat
- Poultry
- Seafood
- Chilled or frozen goods
- Fresh or vacuum-sealed products
This includes:
- Ordering the wrong item
- Ordering too much
- Not being home for delivery
- Not liking the cut or flavour
These items cannot be returned for food safety reasons.
3. Non-Food Items (Merchandise, Accessories, Gift Cards)
Non-perishable items such as:
- Merchandise
- Accessories
- Gift packs (non-food components)
May be returned within 14 days if:
- Unused in original condition
- In original packaging
Return postage is the responsibility of the customer unless the item is defective.
Gift cards are non-refundable.
4. Delivery Issues
If your order:
- Is delayed
- Is delivered to the wrong address
- Is marked delivered but not received
You must contact us within 24 hours so we can investigate with the courier and arrange a solution.
5. Refund Processing
Approved refunds are issued to the original payment method and are processed within 7–10 business days.
6. Contact
For all returns or refund requests, please contact: