Refund and Delivery Policy

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. Refunds & Returns

We reserve the right to refuse any order should it be necessary for any reason and in the event of needing to issue a refund we will endeavour to do so within 10 working days. 

As our products are often fresh, perishable goods, we can only offer refunds or replacements in specific cases:

We will offer a refund or replacement if:

• Your order is damaged or spoiled in transit
• Your order is damaged or spoiled prior to collection 
• You receive the wrong items

We cannot offer refunds for:

• Change of mind 
• Incorrect orders, including incorrect quantities
• Weight variations within our accepted tolerance (see below) 
• Failure to follow correct storage instructions
• Delivery issues due to incorrect addresses or no one being available to accept the delivery

Important: You must inspect the goods immediately upon delivery or collection, in the event that you have a problem, you must contact us within 24 hours of receiving your order to be eligible for a refund or replacement.

2. Made-to-Order Products & Weight Tolerance

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

• We allow up to a 5% tolerance in product weights.
• Your order may be slightly over or under the listed weight on your invoice.

Refunds will not be issued for weight discrepancies within this tolerance.

3. Refrigerated Delivery/Collection 

We shall not be liable for goods once they have been delivered to the address or collected from our premises. 

To ensure freshness and food safety, all products requiring temperature control will be delivered in the appropriate environment.

We do not take responsibility for transportation of click and collect orders and advise customers to have temperature-controlled environment.

4. To maintain product quality, please ensure:

• Someone is available to receive the order at the delivery address
• Products are refrigerated immediately upon arrival
• Products on click and collect orders are not to be left in unsafe temperatures and are to be stored in a refrigerator as soon as possible.

5. Storage Guidelines:

• Refrigerated products: store at 5°C (41°F) or below
• Frozen products: store at -18°C (0°F) or below

We are not responsible for spoilage caused by delays in refrigeration or improper storage after delivery.

6. Allergen Information

Our products are made using a variety of ingredients, some of which may contain common allergens such as:

• Gluten
• Dairy
• Sulphites
• Mustard
• Celery
• Soy
• Eggs

While we take great care to label all products accurately on our website and on each product, all items are produced in a facility that handles multiple allergens, and cross-contamination may occur.

It is the customer’s responsibility to:

• Check all ingredient and allergen information before consuming our products
• Notify us of any allergies at the time of ordering (where applicable)

We cannot offer refunds or accept liability for allergic reactions caused by undisclosed allergens if we were not informed in advance.

If you have any questions about allergens, please contact us before placing your order.

7. How to Request a Refund or Replacement

If there’s an issue with your order, please email us within 24 hours of delivery/collection at:

E: [email protected]       

T: 01473 281191

Include:

• Your order number
• A brief description of the issue
• Clear photos of the product and packaging

We will review your request and acknowledge within 72 hours.

8. Policy Updates

This policy is subject to change without notice. Please review it before each purchase.

Thank you for choosing Procter’s Sausages– we appreciate your support and look forward to serving you the highest quality products.