DELIVERY POLICY

Effective date: 14/07/2026
Last updated: 14/07/2026

This Delivery Policy applies to orders supplied by:

AADUNN SL
Trading as Dunns Butchers
NIF: B75606350
Avda Golf 16
07180 Calvià
Illes Balears, Spain

 

Email: shanijovino@gmail.com
Telephone: +34 653 92 60 64
Website: [INSERT WEBSITE]

This Delivery Policy forms part of our Terms and Conditions of Sale. By placing an order for delivery, the customer confirms that they have read and accepted this policy.

1. Scope

This policy applies to deliveries of fresh, chilled, frozen, ambient, prepared and other products sold by Dunns Butchers through its website, by telephone, by email, through messaging services or by any other remote-ordering method.

Additional or different arrangements may apply to:

• yacht and marina deliveries;

• hospitality and catering orders;

• commercial and trade customers;

• large-volume orders;

• event catering;

• remote or restricted-access properties;

• timed or priority deliveries; and

• deliveries arranged through third-party couriers.

Any specific delivery terms confirmed in writing for an individual order will take priority over this general policy where they differ.

 

2. Delivery area

Dunns Butchers determines its delivery area from time to time according to staffing, vehicle availability, route capacity, order volume, weather, traffic and operational requirements.

The acceptance of a previous order to a particular address does not guarantee that future orders will be accepted for delivery to the same address.

We reserve the right to:

• amend delivery areas;

• suspend delivery to particular locations;

• impose minimum-order values;

• apply location-specific delivery charges;

• restrict delivery days or times;

• refuse delivery to inaccessible, unsafe or impractical locations; and

• require collection from the shop or another agreed point.

Any delivery-area information displayed on the website is indicative and may be changed without prior notice.

 

3. Order acceptance

An order is not guaranteed for delivery merely because it has been submitted or payment has been authorised.

All orders remain subject to:

• product availability;

• delivery capacity;

• address verification;

• payment confirmation;

• minimum-order requirements;

• route feasibility; and

• acceptance by Dunns Butchers.

We may decline, cancel, reduce or reschedule an order where reasonably necessary.

Where we cancel an order before delivery, any amount paid for products that will not be supplied will be refunded using the original payment method, unless another lawful arrangement is agreed with the customer.

 

4. Delivery charges

Delivery charges are calculated according to factors that may include:

• delivery location;

• distance;

• order value;

• vehicle or refrigeration requirements;

• urgency;

• access restrictions;

• requested delivery time;

• order size or weight;

• marina, port or parking charges; and

• third-party courier charges.

Any applicable delivery charge will normally be communicated before the order is confirmed.

We reserve the right to request an additional reasonable charge where the information provided by the customer is incomplete or inaccurate, or where delivery involves unforeseen access, waiting-time, parking, port, security or handling requirements.

 

5. Delivery dates and time windows

Any delivery date or time provided is an estimate unless Dunns Butchers expressly confirms in writing that delivery by a specific time is an essential term of the order.

We will make reasonable efforts to deliver within the agreed or estimated window. However, delivery times may be affected by circumstances outside our reasonable control, including:

• traffic;

• road closures;

• accidents;

• weather conditions;

• vehicle breakdown;

• ferry or transport disruption;

• security checks;

• marina or port access restrictions;

• supplier delays;

• staff illness;

• unusually high order volumes;

• power or refrigeration failure;

• public events;

• strikes;

• emergencies; and

• force-majeure events.

A delay within a reasonable period will not automatically entitle the customer to compensation, cancellation or reimbursement of incidental losses, except where mandatory consumer law provides otherwise.

Customers should not arrange contractors, chefs, crew, events or other commitments in reliance upon an estimated delivery time unless a specific guaranteed-delivery arrangement has been expressly accepted by Dunns Butchers in writing.

 

6. Changes to delivery arrangements

Dunns Butchers may reasonably change the delivery date, time window, route, vehicle, driver or delivery method where operationally necessary.

Where practical, we will notify the customer using the contact details supplied with the order.

The customer may request a change to delivery arrangements, but requested changes are not binding unless expressly accepted by Dunns Butchers.

Changes requested after preparation, cutting, packing or dispatch may result in:

• an additional delivery charge;

• a rescheduling charge;

• delayed delivery;

• collection being required; or

• cancellation without refund where the products are perishable and can no longer be safely resold.

 

7. Customer’s responsibility to provide accurate information

The customer must provide complete and accurate:

• name;

• telephone number;

• email address;

• delivery address;

• postcode;

• property name or number;

• access instructions;

• gate or security codes;

• marina, berth or vessel details;

• parking information; and

• any other details reasonably required to complete delivery.

Dunns Butchers is not responsible for delay, non-delivery or deterioration caused by incorrect, incomplete or outdated information supplied by the customer.

The customer must promptly notify us of any error. We cannot guarantee that changes can be accepted once an order has been prepared or dispatched.

 

8. Availability to receive delivery

The customer is responsible for ensuring that they, or a responsible person authorised by them, are available to receive the delivery throughout the agreed delivery window.

The recipient must be capable of:

• accepting the order;

• checking the packages;

• placing chilled and frozen products into suitable storage immediately; and

• raising any obvious issue at the time of delivery where reasonably possible.

Delivery may be made to any adult or responsible person present at the delivery address who reasonably appears authorised to accept it.

Where the order is delivered to a reception, concierge, security desk, crew member, chef, employee, household member, neighbour or other person nominated or apparently authorised by the customer, that person’s acceptance will normally constitute delivery to the customer.

 

9. Unattended delivery

Fresh, chilled and frozen products will not ordinarily be left unattended unless the customer has expressly requested or authorised this arrangement.

Where the customer requests that an order be left:

• outside a property;

• at a gate;

• in a garage;

• with a neighbour;

• with reception or security;

• on a vessel;

• in a designated box or storage area; or

• at another unattended location,

the customer accepts the risks arising after the order has been left in accordance with those instructions, to the extent permitted by law.

These risks may include:

• theft;

• loss;

• pest or animal interference;

• weather exposure;

• temperature increase;

• unauthorised access;

• delayed refrigeration; and

• deterioration.

Dunns Butchers may refuse to leave perishable products unattended where the driver reasonably considers that doing so would be unsafe, unhygienic or likely to compromise product quality.

 

10. Failed delivery

A delivery may be treated as failed where:

• nobody is available to receive it;

• the customer cannot be contacted;

• access is refused or unavailable;

• the address is incorrect or incomplete;

• the delivery location cannot be identified;

• the recipient refuses the order without lawful justification;

• the driver cannot park or safely access the location;

• security or marina access has not been arranged;

• a dangerous person, animal or condition prevents delivery; or

• the customer requests a change that cannot reasonably be accommodated.

In the event of a failed delivery, Dunns Butchers may, as appropriate:

• attempt to contact the customer;

• wait for a reasonable period;

• leave the order where expressly authorised;

• return the order to the shop;

• arrange redelivery;

• require collection;

• charge reasonable waiting, return or redelivery costs; or

• cancel the delivery.

Because many products are perishable, a failed delivery may make them unsuitable for resale. Where the failed delivery is attributable to the customer, we may refuse a refund for the products and delivery costs to the fullest extent permitted by law.

 

11. Waiting time

The driver is not required to wait indefinitely at the delivery location.

Where access is delayed, we may allow a reasonable waiting period at our discretion. After that period, the driver may continue the route and treat the delivery as failed.

Additional waiting-time charges may apply, particularly for:

• marinas;

• ports;

• gated communities;

• hotels;

• restaurants;

• commercial premises;

• events; and

• restricted-access properties.

12. Redelivery

Redelivery is subject to availability and is not guaranteed on the same day.

We may require payment of:

• a new delivery charge;

• reasonable waiting or handling costs;

• parking, port or marina fees; and

• replacement-product costs where the original products cannot safely be redelivered.

No redelivery will take place until any applicable additional charges have been agreed or paid.

13. Collection following failed delivery

Where an order is returned to Dunns Butchers following a failed delivery, we may permit collection from our premises within a specified period.

Whether collection is permitted will depend on food safety, temperature control and the condition of the products.

We do not guarantee that returned perishable products can be retained for later collection.

14. Transfer of risk and responsibility

Dunns Butchers remains responsible for the order until it is physically delivered to the customer or to a third party identified or authorised by the customer, except where applicable law provides otherwise.

Once delivery has been completed, the customer becomes responsible for:

• immediate refrigeration or freezing;

• correct storage;

• hygienic handling;

• observing use-by dates;

• maintaining the cold chain;

• safe defrosting;

• correct preparation; and

• adequate cooking.

Where the customer independently appoints a carrier or courier that was not offered or arranged by Dunns Butchers, responsibility may transfer in accordance with applicable law when the products are handed to that carrier.

15. Cold-chain products

Fresh, chilled and frozen foods must be transferred to appropriate refrigeration or freezer storage immediately after delivery.

Customers should not leave perishable products:

• in direct sunlight;

• in a vehicle;

• on a terrace;

• at reception for an extended period;

• on a dock or vessel deck;

• outside the property; or

• in any area without appropriate temperature control.

Dunns Butchers will not be responsible for deterioration caused after delivery by delayed or improper refrigeration, mishandling, refreezing, unsuitable storage or failure to follow the product instructions.

16. Inspection at delivery

The customer should check the delivery as soon as reasonably possible for:

• visible package damage;

• leaking packaging;

• missing items;

• incorrect products;

• obvious temperature concerns; and

• significant discrepancies.

Any obvious problem should be reported promptly using the contact details in this policy.

The customer should retain:

• the products;

• all packaging;

• product labels;

• batch or use-by information;

• the delivery note; and

• clear photographs.

Failure to report an issue promptly may affect our ability to investigate, establish the cause or recover from a courier or supplier, but it will not remove mandatory legal rights.

17. Product temperature and alleged deterioration

A product should not be assumed unsafe solely because its external packaging does not feel cold to the touch.

Where a customer raises a temperature or spoilage concern, Dunns Butchers may request:

• photographs;

• the product label;

• batch details;

• the time of delivery;

• storage information;

• a temperature reading taken with a suitable food thermometer; and

• return of the product for examination.

Products should not be consumed where the customer reasonably believes they are unsafe.

The customer must not discard the affected product before we have had a reasonable opportunity to provide instructions, unless disposal is reasonably necessary for health or safety reasons.

18. Incorrect, missing or damaged products

Where Dunns Butchers confirms that an item was missing, materially damaged in transit, incorrectly supplied or not in conformity with the order, we may provide the remedy required by applicable law.

Depending on the circumstances, this may include:

• replacement;

• redelivery;

• a partial refund;

• a full refund for the affected product; or

• another remedy agreed with the customer.

Unless legally required, an issue affecting one product does not automatically entitle the customer to reject or obtain a refund for the remainder of the order.

19. Weight-based products

Many meat products are hand-cut and sold by weight.

The final weight may vary reasonably from the quantity ordered. Where applicable, the final charge will be calculated using the actual weight supplied and the displayed or agreed price per unit of weight.

A reasonable difference in the size, shape, thickness, marbling, fat distribution or appearance of a natural meat product does not in itself constitute a delivery error or defect.

20. Product availability and substitutions

Fresh-food availability may change at short notice.

Where an ordered product is unavailable, Dunns Butchers may, where the customer has agreed to substitutions:

• supply a comparable product;

• supply a different size or weight;

• adjust the quantity;

• offer a higher-value alternative without additional charge; or

• contact the customer for instructions.

We will not knowingly substitute a product containing materially different allergens without appropriate disclosure.

Where no suitable substitution is available, we may remove the item and refund or not charge the amount relating to it.

21. Partial deliveries

Dunns Butchers may make delivery in instalments where reasonably necessary.

Where part of an order is unavailable or delayed, we may:

• deliver the available items;

• arrange later delivery of the balance;

• offer a substitute;

• refund the unavailable item; or

• cancel the affected part of the order.

A partial delivery does not entitle the customer to reject conforming products already delivered unless the products are objectively unusable without the missing item and mandatory law provides otherwise.

22. Yacht and marina deliveries

For yacht, marina and port deliveries, the customer must provide:

• the correct marina or port;

• vessel name;

• berth number;

• contact name;

• telephone number;

• security-clearance details;

• vehicle-access instructions;

• crew availability; and

• any required documentation.

The customer is responsible for arranging all permissions and access.

Delivery is normally completed at the nearest safe and legally accessible handover point. Unless expressly agreed in writing, delivery charges do not include:

• transporting goods along pontoons;

• loading products onto a vessel;

• carrying products into a galley;

• organising storage;

• unpacking;

• inventory checks;

• waiting for crew;

• customs formalities; or

• specialist port handling.

Additional charges may apply where these services are requested or required.

We may refuse to enter a vessel or restricted area where access is unsafe, unauthorised or unreasonable.

23. Hotels, apartment buildings and gated communities

Delivery may be completed at reception, security, concierge or another designated handover point where direct access to the customer’s property is unavailable or restricted.

The customer must ensure that the relevant person is authorised and willing to accept and refrigerate the order.

Dunns Butchers is not responsible for delays occurring after the order has been accepted by the building’s reception, concierge or security personnel.

24. Commercial and trade deliveries

Unless otherwise agreed in writing, commercial customers must:

• provide suitable unloading access;

• ensure authorised staff are available;

• check quantities and visible condition at handover;

• sign any delivery documentation requested;

• provide appropriate refrigerated storage; and

• notify Dunns Butchers promptly of any discrepancy.

Separate credit, payment, risk, title or supply terms may apply to commercial customers.

Consumer-only statutory protections do not apply to purchases made wholly or mainly for business purposes unless the law expressly provides otherwise.

25. Proof of delivery

Delivery may be evidenced by one or more of the following:

• recipient signature;

• electronic confirmation;

• delivery photograph;

• GPS or route record;

• driver record;

• telephone or message confirmation;

• proof of handover to reception or security;

• delivery note; or

• confirmation by the customer or authorised recipient.

The absence of a handwritten signature does not by itself establish that delivery was not completed.

26. Refusal of delivery

The customer may refuse products that are visibly incorrect, materially damaged or otherwise clearly non-conforming.

Where a customer refuses a correctly supplied order without lawful justification, Dunns Butchers may treat the delivery as failed and apply the provisions relating to failed delivery, redelivery and perishable products.

27. Cancellations before delivery

Cancellation rights are governed by our Returns and Refund Policy and Terms and Conditions of Sale.

Fresh food and other goods liable to deteriorate or expire rapidly are generally excluded from the statutory cooling-off right.

Products cut, prepared, minced, marinated, portioned, vacuum packed or otherwise made to the customer’s specifications may also be non-cancellable once preparation has begun, to the extent permitted by law.

A request to cancel is not effective until acknowledged by Dunns Butchers.

28. Weather, transport disruption and events outside our control

We may suspend, delay or cancel deliveries where performance is prevented or made materially more difficult by circumstances outside our reasonable control.

These circumstances may include:

• severe weather;

• flooding;

• fire;

• traffic accidents;

• road closures;

• industrial action;

• civil disturbance;

• public-health restrictions;

• power failure;

• telecommunications failure;

• refrigeration breakdown;

• supplier failure;

• transport interruption;

• port closure;

• government action; and

• other force-majeure events.

Where reasonably possible, we may offer an alternative delivery date, collection or refund for products that cannot be supplied.

Dunns Butchers will not be responsible for indirect losses caused by such events, except where liability cannot legally be excluded.

29. Limitation of liability

Nothing in this Delivery Policy excludes or restricts liability that cannot lawfully be excluded, including mandatory consumer rights and liability for death or personal injury caused by negligence where applicable.

Subject to those rights, Dunns Butchers will not be responsible for:

• indirect or consequential losses;

• loss of profit;

• loss of business;

• loss of opportunity;

• loss of anticipated savings;

• event disruption;

• chef, crew or contractor costs;

• marina or berthing costs; or

• losses that were not reasonably foreseeable when the order was accepted.

For customers purchasing wholly or mainly for business purposes, and to the fullest extent permitted by law, Dunns Butchers’ aggregate liability relating to an order will not exceed the amount paid for the affected products.

30. No waiver of statutory rights

Nothing in this policy limits any mandatory right available to consumers under Spanish or European law.

Where a provision is found unenforceable, it will be interpreted or reduced only to the minimum extent necessary, and the remaining provisions will continue in effect.

31. Changes to this policy

Dunns Butchers may amend this Delivery Policy to reflect changes in:

• delivery operations;

• delivery areas;

• costs;

• business practices;

• technology; or

• applicable law.

The version applying to an order will normally be the version published or provided when that order was placed, unless a change is required by law.

32. Governing law and jurisdiction

This Delivery Policy is governed by Spanish law.

Any dispute will be dealt with by the courts and authorities having jurisdiction under applicable law.

Where the customer is legally considered a consumer, nothing in this clause deprives them of any mandatory right to bring proceedings in the courts corresponding to their domicile.

33. Contact details

Questions, delivery changes and delivery concerns should be directed to:

AADUNN SL – Dunns Butchers
Avda Golf 16
07180 Calvià
Illes Balears, Spain

Email: [INSERT EMAIL]
Telephone/WhatsApp: [INSERT NUMBER]
Opening hours: [INSERT HOURS]