Refund and return policy

Refund & Return Policy｜退款及退貨政策

At Meat Town, food safety and cold-chain integrity are our priority. Please read the policy below before requesting a return, replacement or refund.

Meat Town 重視食品安全及冷鏈完整性。如需申請退款、補發或退貨，請先參閱以下安排。

Fresh, Chilled & Frozen Food｜冷藏及急凍食品

Due to food safety and cold-chain requirements, perishable products such as chilled or frozen meat, seafood and other temperature-controlled food cannot normally be returned simply because you have changed your mind after delivery.

基於食品安全及冷鏈要求，冷藏或急凍肉類、海鮮及其他需溫控的易腐食品，在送達後一般不接受因改變主意而退貨。

This does not affect your rights if an item is incorrect, missing, damaged, not as described, or there is a genuine concern about its condition on arrival.

如收到錯誤貨品、缺貨、貨品損壞、與描述不符，或收貨時對產品狀況有合理疑問，我們仍會為你跟進處理。

Problems with Your Order｜收到貨有問題

Please inspect your order as soon as possible after delivery. Contact us promptly if you notice any of the following:

請於收貨後盡快檢查訂單。如遇以下情況，請盡快聯絡我們：

  • Wrong or missing item／錯貨或缺貨
  • Damaged parcel or product／包裹或產品受損
  • Damaged or compromised vacuum packaging／真空包裝破損或失效
  • Concern about product temperature or condition／對產品溫度或狀況有疑問
  • Any other issue that may affect the safety or quality of the product／其他可能影響食品安全或品質的問題

Important: A product being slightly softened or partially thawed does not necessarily mean that it is unsafe. If you have concerns about temperature or condition, please take photos and contact us before discarding the product or any packaging.

重要：產品輕微解凍或表面稍軟並不一定代表食品不安全；如對產品溫度或狀況有疑問，請先拍照並聯絡我們，在未確認前不要丟棄產品或包裝。

What We Need｜需要提供的資料

To help us investigate quickly, please provide:

  • Your order number／訂單編號
  • A clear photo of the outer parcel／外箱或包裹清晰照片
  • Clear photos of the affected product and packaging／相關產品及包裝清晰照片
  • A short description of the issue／簡單說明問題

Please keep the affected product and packaging until we have reviewed the case, unless there is an immediate food-safety reason not to do so.

在我們完成初步確認前，請保留相關產品及包裝；如有即時食品安全風險則除外。

Refunds, Replacements & Resolution｜退款、補發及處理方式

Once we have reviewed the information provided, we will offer an appropriate resolution based on the circumstances. This may include a replacement, a refund for the affected item, or another reasonable solution.

收到所需資料後，我們會按實際情況作出合理處理，包括補發、退回受影響貨品的款項，或其他合適方案。

Where a refund is approved, it will normally be returned to the original payment method. The time it takes to appear in your account depends on your bank or payment provider.

如退款獲批，一般會退回原付款方式；實際到帳時間視乎銀行或付款服務供應商而定。

Non-food & Dry Goods｜乾貨及非易腐產品

Eligible non-perishable goods may be returned where applicable, provided they are unused, unopened where relevant, in their original condition and packaging, and accompanied by proof of purchase. Please contact us before sending anything back. Items returned without prior agreement may not be accepted.

合資格的非易腐產品，如適用，可在未使用、相關產品保持未開封、維持原有狀況及包裝並附有購買證明的情況下申請退貨。寄回任何產品前請先聯絡我們；未經確認自行寄回的貨品可能無法受理。

Return postage for a change-of-mind return of an eligible non-perishable item is normally the customer's responsibility. If the item is faulty, incorrect or damaged on arrival, please contact us so we can arrange the appropriate resolution.

如屬合資格非易腐產品的改變主意退貨，退貨運費一般由客人承擔；如貨品本身有問題、錯貨或收貨時已受損，請先聯絡我們安排處理。

Contact Us｜聯絡我們

WhatsApp: +44 7887 008808
Email: support@meattown.co.uk

This policy does not limit any statutory rights that apply to faulty, damaged, misdescribed or otherwise non-conforming goods.

本政策不影響消費者就有瑕疵、損壞、描述不符或其他不符合合約要求貨品所享有的法定權利。