Customer service policy

If you are reading this, you have either placed an order with us or are interested in what we do and how we operate, hello!

We like to do things differently at the Ethical Butcher. Terms and conditions are sometimes written in legalese and used by companies to assert their legal rights.  These terms and conditions are written in plain English and set out how partnership with you as customer works.

Please also take a look at our Mission Statement, which is not a set of aspirations but a real-world description of our ideals and how they are translated into business practices.

 This document works in tandem with our Shipping Policy, and our Terms and Conditions for use of our Web-Site which are available on our website.

Who are we?

The Ethical Butcher is the trading name/subsidiary company of Exquisite Range Ltd created in June 2020 by Glen Burrows, Marketing director and CEO Farshad Kazemian.

Companies House incorporation number 12656249.

Registered Address:

11-12 Atlip Centre
197 Ealing Road,
Wembley
London
HA0 4LW

Phone 0208 9008585
Email office@ethicalbutcher.co.uk

Introduction

These Terms and Conditions outline your rights and liabilities under the law.  By placing an order with the Ethical Butcher, you agree to these terms and conditions.

The Ethical Butcher website is provided free of charge for your personal use subject to these Terms and Conditions. Using The Ethical Butcher website or registering with the Ethical Butcher website, you agree to be bound by these Terms and Conditions and the separate document, Terms and Conditions for use of the Ethical Butcher Website.

Subject to these Terms and Conditions, you are authorised to view our website for your personal use.

We may change, suspend or discontinue the use of the website at any time, including the availability of any feature, database, or content.

We may also impose limits on certain features and services or restrict access to parts or all of the services without notice or liability.

Customer. Our commitment to you.

Our ethical ethos stretches across every part of our operations; we treat our customers, agents and suppliers ethically.  Ethics is the serum that runs through our bloodstream.

If you place an order with us we will do our utmost to honour our commitment to provide the goods you have ordered but we cannot guarantee that the order will be fulfilled. There are geographical regions to which we cannot deliver, these are shown in our delivery policy which we aim to be comprehensive but additional non-deliverable postcodes may be added without notice.

We will deal with any issues arising from your order in good time and communicate transparently about every aspect of our service. 

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same credit card, and/or orders that use the same billing and/or shipping address.

Customer

To place an order with us, you must be over 18 years of age.

We reserve the right to decline any order or to suspend your account with us at our discretion.

Customer. Your responsibility to us.

As a company that places ethics at the centre of everything we do, we sincerely hope that our customers mirror this spirit.  We seek to work in partnership with our customers. 

We need you to help us by providing the correct information, including delivery address, contact numbers and email addresses.  If you do not provide accurate information, we cannot be held responsible for losses, failures of delivery or other problems caused by inaccurate information.

If you have entered an incorrect email address and receive no email purchase confirmation and any other details are incorrect, then the onus is on you to contact us to amend your details. Unfortunately, we cannot be held responsible for the entering of incorrect information, problems you have with your account, internet service provider or your email service provider's spam filtration.

Inspecting our goods. You are responsible for opening and inspecting the goods upon collection and then storing them correctly (for example, in the fridge). We accept no liability for any loss, damage or injury arising from your incorrect storage, preparation or cooking of our goods. You are required to contact us within 48 hours of receiving the goods to make us aware of any problems with your order.

Use of your information.

We will never pass on your information to any other organisation.

We will send you emails and or telephone you regarding your order.

When you order from us, you will receive emails which tell you about our latest offers. Of course, you can unsubscribe from this.

 Copyright Notice

Our Terms and Conditions for use of the Ethical Butcher Website supplement this document.

Your order

The Ethical Butcher operates this website. Once you have placed an order on the website, we will confirm your order by sending an email to your provided email address. This email will list all products you have ordered and the price.

Fulfilling your order

If we have digitally accepted your order the goods will be, by default, in stock, and our team of master butchers will be able to process your order in good time.  However, as meats are cut on-site, there may be occasional problems with stock levels (for example, a carcass intended for 10 cuts may only produce 8), or we may find meats may not meet our high-quality standards.

 In which case, we will endeavour to contact you immediately to discuss alternative arrangements, such as part delivery, new delivery dates, substitutions or refunds.

 If you are content with the alternatives offered, we will proceed.  If we cannot contact you, we may in exceptional circumstances make a judgement about sending incomplete or substitute orders so as not to disappoint you.

Goods: representations.

 Goods may vary slightly from their pictures. This is because the images on our website are taken by us of our actual products.  They are illustrative and not photographs of your order which will vary from those images. Although we have made every effort to be as accurate as possible, because our goods are food products and cut by hand, all sizes, weights and colours indicated on our website are approximations.  We will do our utmost to deliver goods that are at least the minimum specified weight. If an error is made, please contact us so that we can discuss a resolution.

When some products are offered as alternatives as part of boxes (where we say you will receive either x or y), your order may vary from the illustration.

Amending your order

Once we take your order, the team will go to work in preparing your goods.  We are happy to accommodate changes to your order as far as we possibly can.  You should phone the office number and/or email office@ethicalbutcher.co.uk.

Your rights to cancel your order.

 Unless you have placed a special order requiring special stock or a special cut, or a collaborators' product, you may cancel your order until the time your meats have been prepared by our master butcher. 

In the case of the above exceptions, if you wish to cancel, please call us immediately, and we will do our best to accommodate your needs.

Payment

We accept payment with all major credit and debit cards, including American Express. Your payment will be taken as soon as the order has been placed. Our online payments are processed through our eCommerce provider

Delivery:

 Our Shipping Policy accompanies this document. https://ethicalbutcher.co.uk/policies/shipping-policy

Complaints: What to do.

If you have any problem whatsoever with your order, please contact us straight away. Our friendly customer service team will respond as soon as possible, normally within 24-48 hours. The advantage of dealing with a small company is that all issues arising (suggestions, comments, complaints) are brought to the attention of the company CEO. If you would like a personal response from the company CEO please ask.

 If you are unhappy with a purchase, please take images of the product and email them to us. We can use these to investigate the issue thoroughly with the butcher, our carrier or supplier.

Perishable goods

In general, if you order something online, you have legal rights to return the goods within 14 days.  This does not apply to perishable goods. It is impossible to return goods to us (even if you could bring them back to our butchery, we would not be able to reuse meats that have been out of our hands). The law says

You have to offer a refund for certain items only if they’re faulty, such as: perishable items, for example, frozen food or flowers

https://www.gov.uk/accepting-returns-and-giving-refunds

Refunds

You must inspect the goods immediately upon delivery and, in the event that you are dissatisfied in any way with either our service or the quality of the goods you receive, let us know promptly by email to office@ethicalbutcher.co.uk

 We prioritise fairness. If you bring a problem to our attention we should be very happy to discuss resolution by way of replacements, full or part refund. We very much want to hear if the goods do not satisfy the conditions of sale.

Exceptionally rarely, we feel a customer may not act in complete good faith. In such circumstances, we reserve the right to refuse any complaint that a reasonable person would not hold. We reserve the right to protect our interests by applying legal remedies to safeguard our reputation and recover costs.  We reserve the right to blacklist and refuse an order from any customer not acting in good faith.

We are not liable for business losses. We only supply the Goods for domestic and private use. Therefore, if you use the Goods for any commercial, business or re-sale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity

Refunds: payment

Credit will automatically be applied to your credit card or original payment method in good time.

If there is a delay in receiving your refund please first contact your credit card company; it may take some time before your refund is officially posted. If you refund is still not received please contact us at office@ethicalbutcher.co.uk

Packaging – woolcool

Our ‘shipping policy’ provides details of how to return our packaging.

Promotions and Discounts

 Promotional Codes. From time to time, we offer promotional codes that can be redeemed online during the check-out process by entering the code into the relevant box. We make these codes available via the website, by email, telephone, social media or through a third party.

The availability and use of Promotional Codes may also be subject to additional terms and conditions that we will make available to you at the promotion time.

Such terms may include restrictions such as minimum order amounts. In addition, they may only apply to specific Products or categories of Products or within specific time-frames.

Details of the validity period of a Promotional Code will be made available at the time of its issue. Promotional Codes cannot be exchanged for cash. We do not permit the sale, trade or purchase of Promotional Codes in any way. This applies to Promotional Codes published by third parties. Promotional Codes cannot be used in conjunction with each other nor any other special offers or discounts.

Promotional Codes can only be used once per customer unless specified otherwise at the time of promotion.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, in the light of a refund being made, you'll receive a gift credit for the value of your return.

If the item wasn't marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and she/he will find out about your return.

Recipes

We may provide general advice, recipes, and instructions relating to our goods. Any advice, recipes, and instructions provided by us are provided for general information only. We accept no liability for any loss, damage or injury arising from the advice, recipes or instructions provided to you on our website or in conjunction with any of our goods.

We like to tell you which suppliers we are using as we think they are some of the best. However, we reserve the right to change suppliers at any time and without telling you, particularly if there are supply and delivery issues or shortages.

What we will not be liable for

 We will not be liable for any indirect or consequential loss or damage of loss of profits arising out of our supply or failure to supply your order.

Nothing in this Agreement shall in any way limit our liability for death or personal injury resulting from our breach of contract, tort or negligence nor limit any legal rights you have as a consumer.

Third-party links

Certain content, products and services available via our Service may include materials from third-parties.

Third-party links on this site may direct you to third-party websites that are not affiliated with us. We are not responsible for examining or evaluating the content or accuracy and we do not warrant and will not have any liability or responsibility for any third-party materials or websites, or for any other materials, products, or services of third-parties.

We are not liable for any harm or damages related to the purchase or use of goods, services, resources, content, or any other transactions made in connection with any third-party websites. Please review carefully the third-party's policies and practices and make sure you understand them before you engage in any transaction. Complaints, claims, concerns, or questions regarding third-party products should be directed to the third-party.

Prohibited uses

You are prohibited from using the site or its content: (a) for any unlawful purpose; (b) to solicit others to perform or participate in any unlawful acts; (c) to violate any international, federal, provincial or state regulations, rules, laws, or local ordinances; (d) to infringe upon or violate our intellectual property rights or the intellectual property rights of others; (e) to harass, abuse, insult, harm, defame, slander, disparage, intimidate, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability; (f) to submit false or misleading information; (g) to upload or transmit viruses or any other type of malicious code that will or may be used in any way that will affect the functionality or operation of the Service or of any related website, other websites, or the Internet; (h) to collect or track the personal information of others; (i) to spam, phish, pharm, pretext, spider, crawl, or scrape; (j) for any obscene or immoral purpose; or (k) to interfere with or circumvent the security features of the Service or any related website, other websites, or the Internet. We reserve the right to terminate your use of the Service or any related website for violating any of the prohibited uses.

Allergens

Our food production areas also handle products containing allergens, such as sesame seeds for our Burger buns, or nuts for our Persian Kebabs. Whilst every precaution is taken to minimise cross contamination in the production of our food we cannot guarantee that trace elements of allergens don’t exist.
 
Any allergens that make up part of the ingredients of our products are stated on the product label.

If you have specific dietary requirements and/or are unsure about the suitability of any of our products then please contact a member of our team for further information.

Changes to terms of service

You can review the most current version of the Terms of Service at any time at this page.

We reserve the right, at our sole discretion, to update, change or replace any part of these Terms of Service by posting updates and changes to our website. It is your responsibility to check our website periodically for changes. Your continued use of or access to our website or the Service following the posting of any changes to these Terms of Service constitutes acceptance of those changes.

Your data rights

If you are a European resident, you have the right to access personal information we hold about you and to ask that your personal information be corrected, updated, or deleted. If you would like to exercise this right, please contact us through the contact information below. See Terms and Conditions for use of our Website.