Returns & Refund Policy

Effective Date: [Insert Date]

This Returns & Refund Policy applies to all purchases made from Dunns Butchers, operated by AADUNN SL, whether purchased in-store, online or by telephone.

 

Our aim is to provide premium quality products and excellent customer service. As we supply fresh, chilled and frozen food products, special rules apply under Spanish and European consumer legislation.

 

1. Perishable Food Products

The majority of products sold by Dunns Butchers are fresh or frozen food items which are liable to deteriorate or expire rapidly.

In accordance with Article 103(d) of the Spanish General Law for the Defence of Consumers and Users (Real Decreto Legislativo 1/2007), the statutory 14-day right of withdrawal does not apply to perishable goods.

Therefore, we do not accept returns or exchanges simply because a customer changes their mind after purchasing fresh, chilled or frozen products.

This includes, but is not limited to:

• Fresh beef

• Pork

• Lamb

• Poultry

• Minced meat

• Sausages

• Burgers

• Bacon

• Ham

• Delicatessen products

• Frozen products

• Vacuum-packed fresh meat

• Marinated products

• Prepared food

• Any refrigerated or frozen food item

 

2. Orders Cut or Prepared to Customer Requirements

Products cut, sliced, trimmed, seasoned, marinated, vacuum packed or otherwise prepared specifically to a customer's instructions are considered personalised goods.

Unless the product is defective or not in conformity with the order, these products cannot be cancelled, returned or refunded once preparation has begun.

 

3. Inspection Upon Delivery

Customers must inspect their order immediately upon collection or delivery.

Any shortages, damaged packaging or incorrect products must be reported within 2 hours of delivery.

Quality concerns relating to fresh products should be reported within 24 hours of receipt.

Claims submitted outside these timeframes may not be accepted unless required by law.

 

4. Refrigerated Deliveries

To maintain the cold chain, customers are responsible for ensuring that someone is available to receive the order during the agreed delivery window.

Once delivery has been successfully completed to the address supplied by the customer, responsibility for the correct storage and handling of the products passes to the customer.

We cannot accept responsibility where products have deteriorated due to:

• Failure to refrigerate promptly.

• Leaving products unattended.

• Incorrect storage.

• Improper freezing or defrosting.

• Exposure to excessive temperatures after delivery.

 

5. Incorrect Delivery Details

Customers are responsible for providing accurate delivery information.

If delivery cannot be completed because:

• nobody is available,

• the address is incorrect,

• access cannot be gained,

• or delivery instructions cannot reasonably be followed,

Dunns Butchers reserves the right to:

• charge an additional delivery fee;

• cancel the order; and/or

• refuse a refund where the quality or safety of perishable products can no longer be guaranteed.

 

6. Refused Deliveries

If a customer refuses delivery of a correctly supplied order without lawful justification, the order will be treated as completed.

Due to food safety regulations, returned chilled or frozen food cannot be resold.

No refund will be issued.

 

7. Products Damaged in Transit

If products arrive damaged, leaking or spoiled due to transport for which Dunns Butchers is responsible, we may, at our discretion:

• replace the affected products;

• issue a credit note;

• or provide a refund.

Customers must provide photographs before disposing of any products where reasonably requested.

We reserve the right to collect or inspect the products before agreeing to any refund.

 

8. Product Quality

As meat is a natural product:

• colour,

• marbling,

• fat content,

• weight,

• shape,

• thickness,

• and appearance

may naturally vary between animals and cuts.

These natural variations do not constitute defects.

 

9. Weight Tolerances

Many products are hand cut.

A reasonable variation in weight of approximately ±5% shall not constitute grounds for cancellation or refund.

Where products are priced by weight, customers will only be charged for the actual weight supplied.

 

10. Allergies

Customers are responsible for checking allergen information before consumption.

Where clarification is required, customers must contact Dunns Butchers before ordering.

We cannot accept returns based upon undisclosed allergies or intolerances.

 

11. Storage

Fresh products must be refrigerated immediately.

Frozen products must remain frozen until use.

Once products have been:

• refrigerated incorrectly,

• frozen after refrigeration,

• thawed,

• cooked,

• partially consumed,

• opened,

• repackaged,

• or otherwise altered,

they cannot be returned.

 

12. Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash except where required by law.

 

13. Promotional Items

Products sold as:

• Clearance

• Reduced

• Special Offer

• End of Line

remain covered by statutory consumer rights but cannot be returned solely because the customer changes their mind.

 

14. Refund Method

Where a refund is approved, Dunns Butchers reserves the right to refund using the original payment method.

Refunds will normally be processed within 14 days of approval.

 

15. Fraudulent Claims

Dunns Butchers reserves the right to refuse claims where there is reasonable evidence that:

• products have been mishandled after delivery;

• damage occurred after collection;

• false information has been provided;

• the products have been substituted;

• or the claim is otherwise fraudulent or abusive.

Where appropriate, we reserve all legal rights available under Spanish law.

 

16. Your Statutory Rights

Nothing in this Returns & Refund Policy limits or excludes any rights that consumers have under applicable Spanish or European consumer protection legislation.

 

Where goods are faulty, unsafe, incorrectly described or otherwise not in conformity with the contract, customers will continue to benefit from the remedies provided by law.

 

For returns or enquiries, please contact:

AADUNN SL (Trading as Dunns Butchers)
Avda Golf 16
07180 Calvià
Illes Balears

Email: shanijovino@gmail.com

Telephone: +34 653 92 60 64