Refund policy

You can request a change or cancellation before your order’s cutoff time by contacting your account manager. Once an order is being weighed and packed, it can no longer be changed or cancelled on the Platform.

Prices shown per kilogram are contract prices; cart and checkout totals are estimates. Your final invoice reflects the actual weighed amount of your order, so there is no separate weight-tolerance adjustment or refund for minor weight differences — the invoiced amount is always the exact weighed amount at your agreed price.

All sales are final except where an item does not meet reasonable quality expectations on delivery. Please inspect goods on receipt — being chilled and perishable, quality claims must be raised promptly, ideally within 24 hours of delivery, through your account manager or the Help centre. To help us resolve your claim quickly, please provide the order number, the affected item(s), and photos where possible. Where a claim is upheld, we will resolve it by [replacement on your next order / credit note / refund to original payment method — Finance to confirm which options apply], at our discretion.

If we discover a pricing error on an item after you’ve ordered it, we will contact you before charging you rather than invoice the wrong amount.

For card payments, your card is charged the exact invoiced amount after your order is weighed and packed; for credit accounts, invoices are settled per your agreed payment terms. If you believe you’ve been charged incorrectly, contact your account manager before disputing the charge with your bank so we can resolve it directly.

We may update this policy from time to time; the date above shows the current version.