Refund policy
1 Cancellation Policy for products, excluding Turkeys, Geese, Ducks
Please note that under the Consumer Rights Act 2015 you have a legal right to cancel an order for perishable goods up to the time of despatch. Once the goods are despatched the legal right to cancel an order for perishable goods ceases. Please ensure that you want the goods you order as there is no right to cancel perishable goods once they have been despatched just because you change your mind, or decide you do not want the goods. .
2 Cancellation Policy for Turkeys, Geese, Ducks
These products are bespoke products which are killed and prepared for the customer when an order is received. Customers have the right to cancel an order for turkeys, geese or duck up to 10 days before the date they have requested to receive the product and receive a 100% refund on the payment they have made for the goods.
If customers cancel their order for these products with less than 10 days notice we will retain the deposit element of the price, which for these products is 60% of the cost, to cover the loss we will make on the non supply of the product which has been prepared specially for the customer. In this case customers will receive a 40% refund on the payment they have made for these goods.
If a customer places an order for turkeys, goose or ducks online or over the phone, or by email, or in person we will request details of a credit or debit card, and in the event that the customer cancels with less than 10 days notice or fails to collect the goods we will charge the customers card 60% of the cost of the goods they have ordered.
3 Goods delayed in delivery by the courier
Any dates quoted for delivery are estimated delivery dates only and may be subject to change. We will aim to deliver your order by the date quoted for delivery, but delivery times are not guaranteed and achieving an estimated delivery date shall not be of the essence of the contract and not achieving an estimated delivery date does not constitute non delivery of the contract. If delivery is delayed due to events beyond our reasonable control (such as weather or non- performance of the courier) the delivery date will be extended and the courier will attempt to deliver on the next working day.
Our frozen goods must be packed in highly insulated boxes (for which the customer must pay an extra charge), which are able to maintain frozen temperatures below 0 degrees C for 55 hours, and chilled goods will be packed in insulated foil or cardboard/wool packages which can maintain temperatures below 6 degrees C for 4 days, so the goods despatched are kept in safe conditions and a delay in delivery will not render the goods defective or unfit for consumption, and therefore does not constitute a legitimate reason for rejection of or return of perishable items or a claim for a refund or replacement goods. .
4 Customer rearranging the delivery date directly with the courier after the goods have left our premises and are in transit to the recipient's address.
If a customer requests a change in delivery arrangements by contacting the courier directly themselves Pheasants Hill Farm will not be held liable for damage to the goods due to delayed delivery or non delivery.
5 Frozen Goods
Frozen goods must be packed in polystyrene insulated boxes, which the customer must order at the checkout for an extra fee. These boxes ensure that frozen goods remain frozen for at least 55 hours after shipment. We do not accept liability for thawing or issue refunds or replacement goods for any frozen goods which are delivered on day 1 after shipment or on Day 2 after shipment because we have tested our parcel packaging and know that frozen meat items will stay frozen for at least 55 hours when packed in a polystyrene box with wool and ice and so will be fully frozen on arrival even if delivery is delayed to 55 hours from the shipment time. We do not issue refunds or replacement goods for any frozen goods which were not shipped in a polystyrene box. We will only issue a refund or send replacement goods for frozen items which have taken more than 55 hours from the time of shipment to be delivered AND which were shipped in a polystyrene box AND which the customer proves (with video evidence, as described below) were thawed on arrival.
6 Frozen Goods: Proof of thawing is required to justify a claim for thawing damage due to delay in delivery
We will not issue a refund or send replacement goods for thawed items unless the items which the customer receives are demonstrated to be thawed ON ARRIVAL. In order to demonstrate that an item is thawed ON ARRIVAL we require the customer to send us a time/date stamped video showing frozen items which have been video recorded within 5 minutes of the delivery of the box. The time on the video recording will be compared to the courier's recorded time of delivery and videos taken later than 5 minutes from delivery time will not constitute proof of thawing.
7 Chilled goods
Chilled goods will be sent in packaging with ice which will maintain chilled refrigerate temperatures for 4-6 days from shipping. We will not issue a refund for claims of damaged goods for any chilled goods which are delivered up to 4 days after the shipment date.
8 Refusal to accept the parcel from the courier driver
If the customer refuses to accept the parcel from the courier driver when they attempt delivery, the courier company will then charge Pheasants Hill Farm Limited for the cost of returning the parcel, and we will then deduct any extra charges and costs incurred as a result of the customer returning the parcel against the sum of any refund issued for the charges for the original order.
9 Returns Policy: Wrongly Supplied Products
If you consider that a perishable product has been wrongly supplied under the terms of the Consumer Rights Act 2015 you should inform us within 24 hours of delivery or collection (if you collected the goods yourself) and you should return the goods to us immediately. Under the terms of the Consumer Goods Act 2015 perishable goods must be returned within the shelf life of the individual product, as marked on the product label. Frozen goods which have a Best Before date of 365 days from the date of packing must also be returned within 30 days of delivery to you or collection by you.
Please note under the Consumer Rights Act 2015 the only grounds for rejecting perishable goods is if they are unfit for human consumption. In the case of perishable goods the consumer does not have a right to reject perishable goods because they 'do not like them' e.g. they do not like the taste, they do not like the smell, they do not like the shape or appearance, they do not like the texture, they do not like the packaging or they do not like the goods being frozen or chilled. If you wish to exercise your legal rights to reject perishable goods which you contend are unfit for human consumption you must either return them in person to one of our premises or arrange for the goods to be returned to us at your own expense. Goods can be returned by courier, or directly to our farm shop (Opening hours strictly: Friday 2pm to 6pm, Saturday 2pm to 6pm) If you are sending the goods back by courier the returned goods must be carefully repackaged in the original packaging, using frozen ice packs and sealed insulated boxes and despatched by one day courier service to arrive at our premises within the use by date as marked on the product. When the goods have been returned to us, if we are satisfied that the Goods have indeed been wrongly supplied under the terms of the Consumer Rights Act 2015 i.e. were unfit for human consumption when they were supplied, we will arrange to supply replacement goods or give a credit note in the form of a gift voucher the value of which would include the value of the goods and any delivery charge incurred in returning the goods. We cannot accept items for a credit if we do not receive them back at our premises on a date which is within the use by date on the pack, (or within 30 days of delivery/collection in the case of frozen goods), or if the goods have been damaged due to incorrect handling or storage or incorrect packaging of returns or if they have been returned through the use of an incorrect or un-chilled transportation method by the customer.
10 Returns policy: Goods delayed in delivery or not delivered by the courier due to customer failing to provide complete delivery address or phone number information:
In order to ensure accurate delivery by the courier we require customers to provide both house number and road name and UK postcode or Republic of Ireland Eircode for the delivery address plus a correct phone number for the delivery recipient. In a case where customers do not provide us with house number and road name and postcode/Eircode information for the delivery location or where they provide an incorrect address, email address or phone number for the recipient of the goods we cannot guarantee delivery will be completed, and in this case parcels will be sent at the customers own risk which means that if the courier does not deliver due to insufficient address information or incorrect telephone number for the recipient of the goods we will not offer a refund or credit for goods which fail to be delivered or are damaged in transit due to delayed delivery.
11 Returns policy: Goods delayed in delivery or not delivered by the courier due to the customer not providing full information relating to access at the delivery address which prevents the courier driver from being able to make a delivery easily.
Under the Consumer Rights Act 2015 the retailers responsibility is to get the goods to the delivery address specified by the customer, and this is defined as bringing the goods to the delivery address or as near as is physically possible to the delivery address. It is the customers responsibility to ensure that delivery of the goods to the address is possible. We do not accept responsibility for non receipt of goods or damage to goods due to delayed receipt if the customer does not accept the goods when the courier arrives, if the customer does not hear the courier when the courier arrives, if the customer cannot open the door fast enough when the courier arrives or for any other reason e.g. roadworks in the area, gate pin codes not given, parcel receipt arrangements at the address not provided by the customer, detailed access information to the delivery address not given, which makes the delivery of the goods difficult or impossible for the courier.
12 Report any issues to us within 48 hours of receipt of the shipping email (the email which contains the tracking number).
If a customer has any issue or problem in connection with delivery of the goods they should report this to us within 48 hours of receiving the shipment email which contains the courier tracking number. We will not refund the price of goods, or re-send goods unless problems are reported to us within 48 hours of the sending of the shipment email.
