Refund policy

This policy forms part of our Terms & Conditions and does not affect your statutory rights under UK consumer law. Because we sell perishable food products, specific rules apply that differ from non-food retailers.

1. CANCELLATIONS

Before Dispatch You may cancel your order free of charge before dispatch. Our daily dispatch cut-off time is 12:00pm (Monday–Friday). Please contact us immediately at info@jamon.co.uk if you wish to cancel.

After Dispatch (Perishable Goods Exception) Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to perishable goods.

  • Once your order has been dispatched, we cannot accept cancellations or returns for "change of mind."

  • We do not accept returns of food products for hygiene and food safety reasons, even if the packaging remains unopened.

2. FAULTY, DAMAGED OR INCORRECT ITEMS

We take quality extremely seriously. You are entitled to a refund or replacement if:

  • The product arrives damaged or spoiled.

  • The vacuum seal is compromised/broken.

  • You receive the wrong item (we do not substitute products without your consent).

What to do: Please contact us at info@jamon.co.uk as soon as possible. While we request notification within 14 days to help us resolve the issue quickly, your statutory right to a refund for faulty goods extends to 30 days.

Please include:

  • Your order number.

  • Clear photographs of the product, the specific fault, and the packaging.

  • Important: Do not dispose of the product until we have reviewed your claim.

If a fault is confirmed, we will offer a replacement or a full refund. You will not be asked to return perishable items unless specifically requested.

3. DELIVERY ISSUES & CUSTOMER RESPONSIBILITY

Deliveries are sent via DPD Fully Tracked Service. Customers are responsible for:

  • Providing an accurate delivery address (including Eircode/Postcode for Northern Ireland).

  • Monitoring tracking information via the DPD link provided.

  • Ensuring someone is available to receive the parcel or using DPD options to nominate a "Safe Place."

We are not responsible for:

  • Failed deliveries due to incorrect address details.

  • Product degradation caused by a failure to collect a parcel from a Pickup Shop within 7 days.

  • Parcels left outside or in a safe place at the customer's specific request.

Returned Parcels: If an order is returned to us by the carrier as "Undeliverable" or "Unclaimed," we will refund the product price minus the actual courier costs incurred (£7.95 outbound and £13.95 return-to-sender fee; £21.90 total).

4. REFUND PROCESSING

  • Agreed refunds are processed to the original payment method.

  • Most refunds are completed within 5–10 working days of approval.

  • You will receive an automated email confirmation once the refund has been issued.

5. FAIR USE

We reserve the right to refuse refunds where:

  • There is evidence of fraud or misuse.

  • Damage occurred after delivery (e.g., failure to refrigerate vacuum-packed meats or hang whole hams).

  • The issue arises from a failure to monitor tracking or follow delivery instructions.