Important instructions to all our customers

Thank you for your valued business. Your order has been packed by our experienced warehouse staff and we trust the goods have reached you in perfect condition.

PLEASE CHECK YOUR ORDER IS INTACT AND CORRECT WITHIN 24 HOURS OF RECEIPT

What to do if the goods arrive damaged or incorrect

Telephone Customer Services on 0345 672 8000 within one working day of receipt and report the problem.

Goods will not be accepted for return or credited if we are not notified of the fault within this period.

WE REGRET THAT WE ARE UNABLE TO PROCESS ANY CLAIM FOR A CREDIT IF PRODUCTS ARE RETURNED IN AN UNSALEABLE CONDITION, I.E:

  • Without the primary and outer packaging, as this act contravenes the requirements of Food Safety regulations.
  • Where the primary packaging is marked in any way.
  • Where the primary packaging seals are broken.
  • Where items are missing.

We endeavour to have returns collected by our carrier within one working day of hearing from you, or by our own Town & Country Fine Foods drivers at your next delivery. In the meantime, we ask you, in accordance with HACCP and Food Safety regulations, to keep the products safe from any risk of damage (including moisture, heat or cold damage) or contamination.

Please ensure that goods are returned in the original unmarked packaging. If necessary, please place in new transit packaging, clearly marked with our name and address and enclose a copy of the invoice/delivery note.

Acceptance of goods

The Buyer shall be deemed to have accepted the Goods 24hrs after signed delivery. After acceptance the Buyer shall not be entitled to reject any Goods that are not in accordance with the Contract. Please ensure your product quantities are correct at the time of ordering as an administrative charge of £10 will be incurred for any returns due to Buyer error.

WE CANNOT ACCEPT RETURN OF FROZEN PRODUCTS DUE TO FOOD SAFETY REGULATIONS

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