Wholesale Refund Policy - Award-Winning Farm to Fork Pork & Sausages in Suffolk and Essex | Procters Sausages

Wholesale Refund Policy

Procter’s Sausages – Wholesale Sausage Supplier
Effective Date: 14th October 2025
Company Name: Kenmare Ltd T/A Procter’s Sausages
Company Office Address: Spains Hall, Spains Hall Road, Willingale, Ongar, CM5 0QE
Contact: [email protected]
Company Number: 02760857

At Procter’s Sausages we take pride in sourcing and crafting high-quality products, including our made-to-order sausages and delivering them with care. Please read our Refund & Delivery Policy below before placing your order.

1. Eligibility for Refunds or Credits

Refunds or credits are only considered in the following situations:

  • Product Quality Issues: If the product is delivered spoiled, contaminated, or otherwise unfit for sale.
  • Order Errors: If you receive the wrong product, quantity, or specification compared to your purchase order or invoice.
  • Delivery Issues: If products arrive damaged due to transport or improper handling prior to delivery.

To be eligible for a refund, replacement or credit you must inspect the goods immediately upon delivery, if you have a problem, you must contact us straight away, but no later than 17:00 on the day of delivery. To be eligible for a refund, replacement or credit, you must provide us with the following;

  • Your business name and invoice number
  • A description of the issue
  • Supporting evidence (e.g., photos of packaging, product condition, and delivery labels)

2. Non-Refundable Items

We cannot accept returns or issue refunds for:

  • Products that have been stored incorrectly or handled improperly after delivery
  • Any product that has been partially used
  • Complaints made after 17:00 on the day of delivery
  • Changes in customer preference or over-ordering. For the avoidance of doubt, this included any items or orders cancelled after 15:00 two days prior to delivery.

Because we sell fresh meat, we cannot re-stock or reuse returned products due to food safety regulations.

3. Weight Tolerance

Our products are made fresh to order. As a result, some weight variation is natural.

  • We allow up to 8% tolerance in product weights
  • Your order will nearly always be a slightly different weight than what’s been ordered on Fresho, but your delivery note, and invoice will display the correct final weight
  • The true weight that has been delivered is the weight that is charged to you- for example if you order 10kg and have 10.01kg delivered, you will be charged for 10.01kg

4. Resolution Options

Once we verify the issue, we may offer one of the following:

  • A replacement of the affected products (delivered with your next order)
  • A credit note applied to your account

5. Delivery Refusals

If a delivery arrives in unsatisfactory condition, you may refuse the delivery at the time of arrival. Please ensure your delivery driver notes the reason for refusal and contacts our office immediately to arrange a resolution.

For the avoidance of doubt, this delivery can not be refused due to change of mind.

6. Contact for Refund Requests

Please contact us by 17:00 on the day of delivery:

Phone: Jack Bosworth 07947 389598 / Ashley Staples 07467 938836
Email: [email protected] / [email protected]

7. Policy Update

We may update this refund policy as needed to comply with food safety laws or to improve our service. Any updates will be communicated to our wholesale customers and may be emailed with invoices.