Refund policy

Returns and refunds for fresh food

Our fresh meat and other perishable food products are excluded from the usual 14-day change-of-mind cancellation right for online and telephone purchases. We do not offer change-of-mind returns or exchanges for these products.

If there is a problem with your order

Your statutory rights are unaffected. Products must be of satisfactory quality, fit for purpose and as described when supplied. If your food is faulty, unsafe, damaged or not as described, contact us as soon as you discover the problem on 0114 239 9922 or mossvalleyfinemeats@gmail.com. Please provide your order details or other proof of purchase and explain the issue. Photos, packaging and the use-by label can help us investigate.

You may be entitled to reject the affected goods for a full refund, or to another remedy required by law. For perishable goods, the short-term right to reject lasts only as long as the goods could reasonably be expected to last, rather than automatically lasting 30 days.

Do not eat food you believe is unsafe. Contact us before bringing or sending food back so we can agree safe return, collection or disposal arrangements. A return is not always necessary. We will meet any return costs we are legally required to pay.

Where a refund is due, we will issue it without undue delay and within 14 days of agreeing that you are entitled to it, using the original payment method unless you expressly agree otherwise, without a refund fee.

We are not responsible for deterioration caused after collection by incorrect storage, handling or use, where the product was satisfactory when supplied. This does not limit your rights for a problem that existed when supplied.

For changes to an order before collection, contact us promptly to discuss what is possible. This does not create an additional change-of-mind cancellation right for perishable products.

Moss Valley Fine Meats, Povey Farm, Lightwood Lane, Sheffield S8 8BG.