Delivery and refunds

Where we deliver

We deliver to the postcodes we serve. Enter your postcode on the home page or at checkout and we show you whether we deliver there, the delivery fee and the expected delivery time. In areas near us we deliver in our own vehicle. Elsewhere we may use a courier for products that travel well. Some products, for example where animal disease movement controls apply, cannot be sent to every area, and we tell you at checkout if a product in your cart is affected.

Delivery fees and slots

The delivery fee depends on your postcode and is shown before you pay. Delivery is free on orders of R1 500 or more.

Orders placed before 14:00 on a working day can go out on the next available delivery day shown at checkout. We do not dispatch on weekends, so that meat is not held in transit over a weekend. Orders placed late on a Thursday or on a Friday are dispatched on the next working day. The slot shown at checkout is the day you can expect your order. We do our best to keep to it but cannot guarantee a time of day.

Keeping it cold

Chilled products are packed and handed over at 5 degrees Celsius or below. Frozen products are handed over at -18 degrees Celsius or below. For our own deliveries we record the product and pack temperature at hand over. We never publish a temperature we did not measure.

Receiving your order

Someone should be there to receive the order. If you cannot be, you may tell us a safe place to leave it. If you do, you accept the risk of the order warming up or being taken once we have left it there, unless it was already warm when we delivered it. Please put chilled and frozen items away as soon as you can.

If nobody is available and you have not given us permission to leave the order, we will contact you to arrange another time. If we cannot deliver after reasonable attempts, we will refund the order, unless the goods were handed back or could not be safely resold because of the failed delivery, in which case we will explain what we can refund.

If something is wrong

Please check your order when it arrives. If it is warm, damaged, not what you ordered, short on weight or not of the quality you expect:

1. Keep the items and the packaging. Do not throw anything away.
2. Within 24 hours of delivery, open your order page and use Report a problem. Add a clear description and a photo.
3. We review it and reply, normally within one working day.

The 24 hour window is there because fresh meat spoils quickly and we need the evidence. If you report later we will still look at it, and your rights under the Consumer Protection Act, including the right to goods of good quality, are not taken away.

Refunds, replacements and credit

If we agree that the goods were defective or not as ordered, we will, at your choice where it is reasonable, replace them, refund them or give you credit towards another order.

Refunds go to the payment method you used. We aim to pay a refund within 7 working days of agreeing it, and your bank may take a few further days to show it. If your final price came out lower than you paid because the cut weighed less than estimated, we refund the difference in the same way.

Change of mind

The 7 day cooling-off right for online purchases does not apply to perishable goods, so we cannot accept returns of correctly supplied meat because you changed your mind. We will always put right goods that were faulty, not as described or unsafe.

Cancelling an order

You can cancel an order for a full refund until we begin cutting it or before the cut-off for your delivery day, whichever comes first. Contact us and give your order reference.

Special orders and custom cuts cannot be cancelled once preparation has begun. Quotes and deposits are covered in our terms.

Recalls

We record the batch of every product we sell. If a batch is recalled, we email every customer who received it, tell you what to do and refund the affected items.