Returns / Complaints

Do you feel the products you have received are not correct, or not of the right quality?

 In the unlikely event that the product you received is incorrect, poor quality, or you have received a different customers order, please ring us immediately on 01270 524750. It is essential that you call within 24 hours of receiving the parcel.

Returns

Scenario 1: Receiving the wrong parcel

In this case please ring the office (01270 524750) with the order paperwork to hand, inlcuding both your original order number and the order number of the parcel that you have received. Contact with us must be made within 24 hours. We shall advise on a case by case basis as to what the best course of action is. DO NOT REFUSE OR RETURN WITH THE COURIER.

 

Scenario 2: Receiving an order that you believe is not up to standard

In this case please ring the office (01270 524750) or email (farmshop@chestnutmeats.co.uk) as soon as you become aware that the meat is not of sufficient quality. It is paramount that you check the meats upon receipt from the courier. If the box has been damaged in transit, please notify the courier when you sign for the parcel and also take pictures. DO NOT REFUSE OR RETURN WITH THE COURIER.

 

Complaints

If you have any problems with an order during any stage of ordering, processing, delivery or consuming, please get in touch with us directly via 01270 524750 or farmshop@chestnutmeats.co.uk. If you believe an item purchased from ourselves is defective or has been damaged in transit, please make a note on the courier's delivery sheet and notify us immediately so that we can establish a course of action which will result in crediting your account and/or the replacement of the product. If you find any problems at all with any of our products, please notify us within 24 hours of receiving the goods. We endeavour to respond to all complaints within two working days. We value every customer and endeavour to provide a high standard of service to match our excellent meats. Communicate with us and we will do everything we can do resolve your complaint. Calls are charged at standard rates.

The office is open Monday-Friday 9am-5pm GMT, please remember that when you buy products or services on the Internet, you are entering a legally binding contract, and that your statutory rights are not affected.