Refunds and replacements

Email hello@butcherscounter.com with your order reference, the affected product and a description of the problem. Where possible, include a photograph of the product and its label. Please tell us within 48 hours of delivery so we can investigate promptly.

The 48-hour request and request for photographs help us resolve the issue; they do not limit mandatory legal rights or automatically disqualify a claim if a photo is unavailable. We may ask for reasonable further information about the issue.

Contact us if an item is wrong, missing, damaged, spoiled, unsafe, short of its described weight or otherwise does not match what you ordered. We will investigate and arrange a suitable replacement or refund for the affected goods in accordance with your rights.

Do not eat food you suspect is unsafe. Keep the label or order details if possible, and tell us about the concern. We will advise whether collection is necessary; you do not need to transport unsafe food or keep it beyond safe storage conditions to seek a remedy. Opening a pack to discover a defect does not by itself remove your rights.

Because our products are perishable and prepared for delivery, we do not generally accept change-of-mind returns once preparation has begun or goods have been delivered. This does not affect remedies for defective, unsafe, incorrect or non-conforming goods.

If you need to change or cancel an order, contact us as soon as possible. We will confirm whether it can be changed or stopped before preparation or dispatch. Do not assume an email request has cancelled an order until we confirm.

Once agreed, we arrange the refund promptly to the original payment method where possible. We will tell you the amount and when it has been submitted. The time it takes to appear depends on the payment provider and your bank. Contact us if an expected refund has not arrived.

A replacement is arranged with you for the next suitable delivery window, subject to availability. We will not substitute another product without your agreement. If a replacement is unavailable, we will discuss a refund or another remedy you accept.

This policy is additional to the rights and remedies you have under applicable UAE consumer protection law. It does not exclude rights for defects, unsafe food, misdescription or failures to deliver as agreed. You may contact the competent UAE authority or seek a legal remedy if a complaint remains unresolved.