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Terms & Conditions

1. General

The quality of our products and the service we provide are very important to us as a company. When shopping with us online you can expect the same high standards our customers in the shop experience.

All our goods and services comply with all the standards required by relevant legislation. When shopping with us online, a Contract of Sale is made at the time we accept your order, and the contract shall be under English law. By confirming your order on the website, you accept these terms and conditions.

2. Delivery

For most of Kent and parts of Sussex, your delivery will be transported in one of our own refrigerated vans, so there will need to be someone available to accept the delivery in person. The drivers are all experienced delivery drivers who work to strict regulations in order to make sure your meat delivery arrives with you safely. You may rest assured we have taken great care to ensure your goods arrive in perfect condition. Most of your meat will be vacuum packed in a food-safe polythene pouch before being carefully placed in one of our bags. For national deliveries, we use Parcelforce and your delivery will be packed in an insulated box with frozen gel packs to ensure it stays cool.

3. Delivery Area & Cost

Currently our own refrigerated vans are delivering to most of Kent and parts of Sussex, and we are using Parcelforce for national deliveries. Orders of £50 or over qualify for free delivery. Deliveries under this will incur an £8.29 delivery charge. There is no charge for Click & Collect.

For a full list of postcodes exclusions, please see the Areas We Cover section of our Delivery Information page

4. Click & Collect

You may opt to collect your order in person from our shop, in which case it will be available for you between 12pm and 5pm the following day from Monday to Friday, or 12pm and 4pm on Saturday (closed Sundays and Bank Holidays), or you can choose another day if you prefer. There is a 10% discount applied on Click & Collect orders. Any goods that have not been collected within two days after they are available for collection will be disposed of, and the order deemed complete. No refunds can be made for uncollected orders.

5. Customer Care

At Marchants.Co we strive to offer you the best products and service we can. Please ensure you inspect the goods immediately upon delivery and should you be in any way unhappy with either the service or the quality of the goods you receive, please do inform us straightaway in writing via our feedback form, which can be found under ‘Contact Us’.

Our aim is to respond to complaints within 1 working day wherever possible. Any complaints regarding the quality of the goods you receive will be forwarded to both our Head Butcher and Managing Director for review. Due to their perishable nature, we are unable to accept the return of any products delivered to you, or claims for goods ordered in error, but we may at our complete discretion either send a replacement, reimburse you or send you a voucher to the value of the goods that have fallen short of your expectations

6. Acceptable Weight Variation

Orders placed are for a nominal weight of produce at a specified price. Because orders are individually prepared, there may be some slight variation in weights, either above or below the chosen weight, but we will ensure this variation never exceeds 10% of any item either way. Items delivered within 10% of the weight ordered will be deemed complete.

7. Unfulfilled Orders

Due to the availability, dry-ageing times and seasonal nature of some of our produce, unfortunately it is possible that on occasion we may be unable to fulfil some orders. Should this be the case, we will do our utmost to let you know as soon as possible, to offer either an alternative product or arrange cancellation. If there are any items that we have to cancel, we will of course refund any monies paid.

8. Cancellation

Due to the nature of the products and the very short timescales involved, we regret that once you have placed your order you cannot amend or cancel it, unless agreed specifically by us.

9. Data Protection

Any personal details we collect from you may be stored on computer and will only be used for the purposes of our business and to inform you of any offers, services etc. that may be of interest to you. We will never sell your details to any third party.

Should you wish to not receive updates from us, you may unsubscribe at any time.

10. Allergen Information

Any allergens will be listed in CAPITAL letters in the ingredients list. In the case of products supplied that have been manufactured elsewhere, due to the possibility of recipe amendments or changes you should always read the label carefully before consuming or using the product and never rely solely on information given on this website.

Although we take every reasonable precaution to ensure that product information is accurate, we are reliant on information from the manufacturers and suppliers. Ingredients and place of manufacture can change; and products may be manufactured or stored in an environment where allergens are present. You must check all packaging and labels carefully on each occasion before consuming/using the products to ensure they are free from the allergens you are avoiding.