Refunds

Refunds

Refund Policy for Fresh Meat Purchases

At Ferneylea Farm, we take great pride in the quality of the fresh meat we sell. Because our products are perishable, we have a strict refund policy to ensure that both our customers and our business are treated fairly.

1. No Refunds on Perishable Products:

Due to the perishable nature of our products, we do not offer refunds for any fresh meat purchases once the product has been delivered and received by the customer. This includes any issues arising from delayed deliveries, changes in the customer's preferences, or issues that occur after the product has been delivered.

2. Damaged or Defective Products:

In the unlikely event that your product arrives in a damaged or defective condition (e.g., thawed, spoiled, or incorrectly processed), we are committed to resolving the issue promptly. In these cases, refunds or replacements will be issued only if:

  • You report the issue within 4 hours of delivery.
  • You provide clear photos of the damaged or defective product.
  • The product is still within its expiry or use-by date at the time of delivery.

Once we verify the issue, we will offer a full refund or replacement based on your preference.

3. Delivery Issues:

  • Incorrect Orders: If you receive the wrong items, we will gladly arrange a replacement for the correct items or issue a refund upon confirmation of the mistake.
  • Late Deliveries: While we aim to deliver within the agreed time frame, we are not liable for refunds due to delays caused by third-party couriers, weather conditions, or other factors outside of our control.

4. Storage of Products:

It is your responsibility to ensure that the product is stored appropriately upon delivery (i.e., immediately placed in the fridge or freezer). We cannot accept claims for products that have been incorrectly stored or handled after delivery.

5. Refund Process:

  • Refund requests will only be processed after our team has reviewed the claim, and any required documentation (e.g., photos, order details) has been provided.
  • Refunds will be issued to the original payment method within  5 business days after the claim has been approved.

6. Exchanges:

We do not offer exchanges for products once they have been delivered unless there is an error with your order or the product is defective.

7. Contact Us:

If you have any concerns or need to report an issue with your order, please contact our customer service team immediately.