Shahzad Halal Butchers
Wholesale

Last updated 25 September 2026

Refunds and cancellations

Fresh meat is different from most things bought online, and the law treats it differently. By law, the meat we sell you must be of satisfactory quality, fit for purpose and as described. Below is how we put things right. Some of it goes further than the law, and none of it takes those rights away.

How paying by card works

Paying for a household order is two steps. When you order, your bank holds exactly the total you were shown — not a penny more. It comes off your available balance straight away, but it has not been taken. When we pack your order we take that same figure: that is the charge, and it is the most that can ever be taken.

We do it this way for you. If your order is cancelled before it is packed — by you, or by us because we cannot supply it — we release the hold and nothing is taken, so there is no refund to wait for. And nothing is cut for you until we know the payment is there.

A bank keeps a hold for about a week, so you can book a delivery or a collection for today or any of the next five days. If the card payment for a household order is not finished within about half an hour of placing it, we cancel the order and email you to say so; nothing is charged.

How long your bank takes to show a hold released, or a refund returned, is your bank's decision, not ours. Once your order is packed the money has been taken, so anything owed back to you is refunded to the card you paid with.

Cancelling an order

If you are ordering as a household, you can cancel for free from your account page, or by calling the shop, up to the cut-off and as long as we have not started preparing your order. For a delivery, the cut-off is the one shown against your slot when you ordered. For a collection, it is 2pm the day before you collect. Until your order is packed your card is only held, not charged. If you cancel it yourself online, nothing is taken and we release the hold on your card straight away. After the cut-off your meat is on the cutting list and is prepared for you, so you can no longer cancel it yourself.

A kitchen on a trade account can cancel an order from the trade portal until the cut-off shown on that order, as long as we have not started preparing it.

If you change your mind

Fresh meat goes off quickly, so the law's 14-day right to cancel an online order does not apply to it, and we cannot take meat back or refund it because you have changed your mind. This is regulation 28(1)(c) of the Consumer Contracts Regulations 2013. You can still cancel an order yourself, free, until the cut-off, as long as we have not started preparing it. None of this affects your rights if something is wrong with your order, or if we deliver it late.

If something is wrong

At the door. Check your order when it arrives. If anything is wrong — the wrong cut, something missing, a torn or leaking pack, meat that is not cold, or poor-quality meat — tell the rider. You can hand back one item or the whole order, and the rider takes it away. We refund what you hand back and anything that is missing, and we send the refund the same day. If the whole order goes back because something was wrong with it, we refund the delivery charge too.

At the counter. Check your order at the counter before you leave. If anything is wrong, tell us there. You can hand back one item or the whole order. We refund what you hand back and anything that is missing, and we send the refund the same day.

Just after the rider has gone. Call, text or WhatsApp us on 07450 870864, or email info@shahzadhalalbutchers.co.uk. If you tell us within an hour of delivery, we will try to come back for it the same day. That is us being quick, not a deadline: after the hour you have lost nothing, and everything below still applies.

Later. Tell us as soon as you notice it, in whichever of these ways suits you:

A photo of the meat and its label helps us sort it out quickly, but it is not the only way: you can show us at the counter, or just tell us what is wrong. We may ask to collect the meat so we can look at it before we decide, and we collect it at our cost. Please keep it wrapped, in the fridge or freezer, until we have spoken. Once we agree you are owed a refund, we never hold it back while we arrange to collect.

You choose. If it was wrong when it reached you, you choose: your money back to the card you paid with, or a replacement, cut fresh and brought to you free at a time that suits you. If only part of it was affected, you can have part of the price back instead.

If we say no. If we do not agree it was faulty, we tell you why, and you can ask us to look again. This does not affect your legal rights.

If anyone is unwell, or you find something in the meat. If you think our meat has made anyone ill, or you find something in it that should not be there, such as a splinter of bone in a boneless cut or anything foreign, tell us straight away and keep the meat and its packaging if you can. No time limit applies to this.

Meat that comes back to us is never sold again or given away.

How a refund is paid

A refund goes back to the card you paid with, in full, with nothing taken off. We send it the same day we agree it, and always within the 14 days the law allows. How quickly it shows on your statement is your bank's decision: usually a few working days, and it can take up to 10. A kitchen on a trade account is refunded by credit note instead, as below.

The weight you receive

Meat is cut by hand to your order, so a piece is rarely exactly the weight you asked for. What that means depends on who is buying.

If you are ordering as a household, you pay the figure you were shown. We price it on the weight you order, at the price per kilo, and that is the figure you pay. We never give you less than you ordered; if the piece comes in a little over, the extra is on us.

If you are ordering on a trade account, the weight is the price. A trade account pays for the weight we actually cut, at the price per kilo agreed for the account. Every per-kilo line is weighed, and the order and the invoice show those weights.

Either way, if what you receive is not what you asked for, treat it as something wrong and tell us.

A delivery did not arrive

If we do not deliver in the slot you booked, for any reason other than nobody being in to take it, you can turn the delivery away when it comes, or tell us it has not come, and choose: a full refund, delivery charge included, or delivery again, free, in a slot you pick. If nobody is there to take it, our rider will ring you on the number you gave with the order, and you choose: collect it from the shop it came from on the next day that shop is open, or have it brought to you again, free, in a slot you pick.

Trade accounts

For business customers the same standards of quality apply. Agreed corrections are made by credit note against the next invoice, never by editing an invoice that has been issued.

Complaints

If you are unhappy with anything we have done — an order, a refund, or how we dealt with you — tell us at the counter, or call, text or WhatsApp us on 07450 870864, or email info@shahzadhalalbutchers.co.uk. Say what happened and what you would like us to do. We will reply, look into it, and tell you what we have decided and why. Nothing in this policy affects your legal rights; Citizens Advice can explain them, at citizensadvice.org.uk. A complaint about how we handle your personal information is covered in our privacy policy.