Introduction:

At Franklins Farm, we are committed to ensuring the satisfaction and safety of our customers with high-quality meat and food products. Due to the perishable nature of our products and in compliance with UK food safety regulations, our returns and refund policy is designed to respect both consumer rights and the integrity of our products.

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Policy Overview:

1. Non-returnable Items: In accordance with UK health and hygiene regulations, any food items or perishable goods sold by Franklins Farm are not eligible for return once they have been dispatched from our premises.

2. Cancellation Before Dispatch: Orders can be cancelled for a full refund if the cancellation request is made 24 hours before the products have been dispatched. Please contact our customer service team at info@franklinsfarm.co.uk  to cancel your order. We recommend doing so at your earliest convenience to avoid unwanted charges.

3. Faulty or Damaged Goods: Upon receipt, please inspect your order immediately. If you receive products that are damaged, faulty, or not as described, please contact us within 24 hours of delivery with photographic evidence. Subject to verification, we will offer a full refund or replacement at no additional cost to you. Contact our customer service team at info@franklinsfarm.co.uk  for assistance.

4. Refund Processing: Refunds for valid claims will be processed within 5 days back to the original payment method used for the purchase. Please note that processing times may vary depending on your bank or payment provider.

5. Exceptions: Please note that we cannot accept returns or refunds for items that have been incorrectly stored or handled upon delivery, or for products that have been opened or partially used.

6. Contact Information: For any queries regarding your order, returns, or refunds, please contact our customer support team at info@franklinsfarm.co.uk .

 

Consumer Rights:

Our policy does not affect your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations. For more information on your rights, please contact your local Citizens Advice Bureau or visit the UK Government’s official consumer rights website.

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Policy Changes:

Franklins Farm reserves the right to modify this returns and refund policy at any time. We will communicate any changes through our website, so please review the policy periodically.

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Dairy Cafe Refund Policy:

Food & Refund Policy

At our café, we take great pride in serving high-quality, freshly prepared food. If something isn’t right, we genuinely want to know so we can put it right quickly and fairly.

If There’s a Problem With Your Meal

Please inform a member of our team as soon as possible if you are unhappy with your food. This allows us to:

• Replace the dish

• Correct any mistake

• Offer an alternative

• Resolve the issue during your visit

We can only address concerns at the time they occur.

Refunds & Replacements

We will happily provide a refund or replacement where:

• A mistake has been made with your order

• The food is not of the standard it should be

• There is a genuine quality issue

• A food safety concern arises

• The issue is brought to our attention promptly

Your satisfaction is important to us, and we will always act reasonably and fairly.

Partially Eaten Meals

If a concern is raised after part of the meal has been eaten, we will review the situation and may offer a partial refund or goodwill gesture where appropriate.

Fully Consumed Meals

Once a meal has been substantially consumed, we are unable to offer a refund. We encourage customers to let us know about any concerns straight away so we can resolve them for you during your visit.

Our Commitment

We are committed to:

• Maintaining high standards of quality

• Listening to genuine concerns

• Treating all customers respectfully

• Applying our policy consistently and fairly

If you would like to discuss any concerns, please speak to a manager during your visit and we will be happy to assist.

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