REFUND AND RETURNS POLICY
This Refund and Returns Policy (“Policy”) explains how returns, refunds, exchanges, and cancellations work when you purchase meat and/or wine from Butcher Boyz (“Butcher Boyz”, “we”, “us”, “our”) through our website or other online channels, for delivery or collection in Ghana.
By placing an order, you confirm that you have read and accepted this Policy.
1) Important Notes About Perishable Goods
Meat and chilled/frozen products are perishable and temperature-sensitive. For food safety reasons, we generally cannot accept returns of meat once it has left our custody (after dispatch for delivery or after pickup), except where the product is defective, damaged, incorrect, or not delivered according to the order.
Wine is non-perishable but is sensitive to breakage and handling. Returns for wine are accepted only under the conditions described below.
2) Eligibility for Refunds or Replacements
You may be eligible for a refund, replacement, or store credit in the following cases:
A) Incorrect Item Delivered
- You received a different product than what you ordered (wrong cut, wrong weight/pack size, wrong wine label/vintage, etc.).
Resolution: Replacement (subject to stock) or refund/store credit.
B) Damaged or Leaking Packaging
- Meat packaging is torn, leaking, or appears compromised upon delivery/pickup.
- Wine bottle is broken, leaking, or visibly damaged, or the seal is compromised.
Resolution: Replacement (subject to stock) or refund/store credit.
C) Quality Issue (Valid Food Safety/Quality Concern)
- Meat has an off odor, discoloration inconsistent with normal variation, or other signs of spoilage at time of delivery/pickup.
Resolution: Review and, if validated, replacement or refund/store credit.
D) Missing Items
- One or more items were paid for but not delivered.
Resolution: Missing items delivered (where possible) or refund/store credit.
E) Late Delivery (Temperature or Condition Affected)
- Delivery is significantly delayed and the product arrives outside agreed conditions, resulting in compromised quality.
Resolution: Review and, if validated, refund/store credit or replacement.
3) When Returns/Refunds Are Not Accepted
To protect product integrity and food safety, we do not accept returns or refunds in the following situations:
- Change of mind after dispatch or after pickup.
- Incorrect storage after delivery/pickup (e.g., left unrefrigerated).
- Product consumed, partially used, or tampered with.
- Normal variations in meat (marbling differences, natural color variation, fat distribution, minor trimming differences), provided the product is safe and as described.
- Preference-based reasons (e.g., “taste preference”, “too lean”, “too fatty”) unless the product is defective or not as described.
- Wine returns due to preference once opened (unless faulty as described below).
4) Timeframes to Report an Issue
To qualify for resolution, you must notify us within the following timelines:
- Meat (fresh/chilled/frozen): within 6 hours of delivery or pickup.
- Wine (damage/incorrect item): within 24 hours of delivery or pickup.
- Missing items: within 24 hours of delivery.
Claims submitted outside these timelines may be declined.
5) How to Request a Refund or Replacement
Please contact us and provide:
- Order number
- Item(s) affected
- Description of the issue
- Clear photos (and, where relevant, a short video) of:
- the product
- the packaging/label
- the delivery condition (if applicable)
- Date and time you received the order
Contact details:
Phone / WhatsApp: +961 3 31 31 55
Email: support@butcherboyz.com (replace with your official email if different)
6) Inspection at Delivery / Pickup
Delivery: We strongly recommend you inspect your order immediately upon arrival. If there is visible damage or a missing item, report it right away to the delivery agent and contact us promptly with photos.
Pickup: Please verify your items before leaving the store. Once you leave with perishable goods, we may not be able to accept returns unless there is a validated quality issue.
7) Refund Method and Processing
If approved, refunds are typically processed as follows:
- Card payments: refunded to the original card (processing time depends on the payment provider/bank).
- Mobile money / bank transfer: refunded to the same account details you provide.
- Cash-on-delivery: refunded via mobile money, bank transfer, or store credit (as agreed).
We may offer store credit or replacement where appropriate, especially if the original item is out of stock.
8) Exchanges
Exchanges are treated as replacements and are only available for eligible cases (incorrect item, damage, validated quality issue, missing items).
9) Order Cancellations
A) Before Dispatch
You may request cancellation before your order is dispatched. If the order has not yet been prepared/packed, we will cancel and refund.
B) After Dispatch / Same-Day Delivery Orders
Once dispatched, perishable goods cannot be canceled. If you refuse delivery after dispatch, you may not be eligible for a refund.
10) Faulty Wine (Cork Taint / Oxidation)
If you believe a wine is faulty (e.g., cork taint), notify us within 48 hours of opening the bottle and keep:
- the remaining wine in the bottle
- the cork/cap
- the bottle/label
We may request the bottle for assessment. If confirmed faulty, we will offer replacement (subject to stock) or store credit.
11) Delivery Fees
Delivery fees are non-refundable once a delivery has been attempted, except where the issue is due to our error (e.g., wrong items, damaged goods, or failure to deliver).
12) Changes to This Policy
We may update this Policy from time to time. Any changes will be posted on this page.
13) Contact
If you have questions about this Policy or an issue with your order, contact us:
Phone / WhatsApp: +233 55 772 7774 55
Email: support@butcherboyz.com