1. General
We aim to excel in the quality of our produce and the service we provide. By shopping with us online you can expect high standards, just as our shop customers do.

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, irrespective of where you are. By confirming your order on the website you accept these terms and conditions.

2a. Delivery times
You may select our cost-effective delivery service to most UK locations. We are able to offer delivery to all addresses in England, Wales, and the Scottish mainland from Aberdeen southwards. We regret that delivery costs are prohibitively high in other areas, and hence we do not presently offer the service elsewhere. We will strive to achieve the delivery times below. (You can choose a later delivery day when placing your order if you prefer). We make a charge to cover the cost of packing and delivery; this cost is calculated for you automatically, and you will see the full price before placing your order.

2b. Pre 12 o’clock delivery.

We offer a pre 12 o’clock delivery service for an additional charge of £5. Although we will try everything we can to complete delivery by this time, it may not always be possible due to unforeseen circumstances(accidents etc). In the event that we fail to deliver by this time, we shall refund the full amount of £5 and ensure your order is with you as soon as possible.

3. Delivery Arrangements
All orders are despatched using a next-day, specialist road delivery service (see our delivery pages for more information). This ensures that goods are maintained in perfect condition during transit. When placing your order, it is important that someone should be at home to take delivery; the trained delivery drivers will have explicit instructions to leave your chill-pack in a reasonably secure place at the premises if there is one available.. The drivers know they are carrying perishable goods. The delivery shall be deemed to have been made either when the consignee accepts delivery in person, or when the driver leaves your chill-pack at the unattended premises. Palmers cannot accept any responsibility for your order whatsoever if no one is at home at the time of delivery and is left in a location deemed secure by the courier company or returned to the depot.

4. Packaging for Delivery
You may rest assured we have taken great care to ensure your goods arrive in perfect condition. Our packaging standard has been carefully designed to maintain a temperature within the chill-pack of less than 5°C for 48 hours – double the time your chill-pack should spend in transit. Your meat will be packed in an food-safe polythene pouch, then a tear-proof polythene bag, then placed in a rigid outer box, the ‘chill-pack’. Each pack is provided with an ice-replacement gel (“Techni-ice”), which has special low-temperature properties. This gel is non-toxic, food-safe, and can be disposed of safely with normal household waste. Alternatively, you might like to re-use it as a food-safe refrigerant yourself; place it in a freezer for a couple of hours to condition it, and it can then be used in your cool-bag or sandwich box. Rigid polystyrene cartons can also be re-used; you may find these are useful for a wide range of storage or packing purposes. In local areas only, we will deliver directly from our shop to your door in our own refrigerated vehicle, and packaging will vary from that described above.

5. Packaging and delivery prices
When your order has been packed, its cost to deliver is calculated as follows:-
We charge a simple rate for delivering any order anywhere in the UK – £10 for the first 20 kilograms. Each kilogram thereafter will cost an additional £0.50p. This is added to the cost of your order.  We are able to offer delivery to all addresses in England, Wales, and the Scottish mainland from Aberdeen southwards. We regret that delivery costs are prohibitively high in other areas, and hence we cannot deliver elsewhere.

If you have any queries regarding this issue please contact us either by telephone +44 (0)1908 374 832 or email us: enquiries@palmersbutchers.com

6. Acceptable Weight Variation
When you place your order, it will be for a nominal weight of produce, at a specified price. We will collect the payment via the payment method you select when placing the order. Because orders are individually prepared, it can be expected that there may be some small variation in weights above or below the weight you choose, and it is impractical for us to request additional payments or process small refunds. We will ensure that this variation never exceeds more or less than 10% of any item specified. Items delivered within 10% of the weight ordered shall be deemed complete.

7. Unfulfilled Orders
Because of the seasonal nature of some of our produce and limited supply, it is possible that from time to time, we may be unable to fulfil some orders. If your order is for one specific joint or meat item we will let you know as quickly as possible, within one working day of you placing the order, and offer alternative produce or cancellation at your discretion. In the event of us having to cancel, we will make an immediate and full refund of any monies paid. If your order is a large selection of items we reserve the right to substitute meat of equal or superior quality and value and of the same type.

8. Acceptable product substitution
When you place your order, it will be for a selection of meat or a package such as a half lamb, at a specified price. Because orders are individually prepared, it can be expected that there may be some variation in stocking some items and it is impractical for us to contact you to regarding this.

9. Guarantee of Satisfaction
If for any reason you are dissatisfied with the quality of the produce received, you should contact us within 24 hours of receipt. All complaints will be dealt with personally and immediately by our Managing Director Dejon Terry, who undertakes to resolve all complaints to your satisfaction within 7 days. Your statutory rights are not affected. We regret we are not able to accept returned goods or claims for goods ordered in error, due to their perishable nature.

10. Non-Delivery Claims
In the event of your order failing to arrive when expected, please contact us by email or by telephone within 24 hours of the expected delivery quoting your order number. We will immediately investigate and let you know the situation. Should your order not be delivered within two working days of the date given in the website acknowledgement, you will be entitled to a full and immediate refund.

11. Cancellation
We regret that due to the very short timescale involved in processing fresh meat orders, you cannot cancel or amend your order once it has been placed.

12. Data Protection
All personal data we collect from you will be used exclusively for the purposes of our relationship, to help us offer improved or new services to you, and may be stored on computer. Your details will be held securely, in confidence, and never disclosed to any third party without your express permission.

13. Refunds
We regret that due to the majority of items being fresh produce, we will not issue refunds for any item’s deemed delivered unless an item is missing due to cross contamination.

14. Returns
We regret that due to the majority of items being fresh produce, we will not accept the return of any of these items deemed delivered.