Terms & Conditions of Use
Placing an Order
When you place an order or subscription requests with D. R. MacDonald & Son, either by telephone or via the website
www.macdonaldbutchers.co.uk you are deemed to have read and understood the following terms and conditions.
Cancelling your order
Orders or subscription request can be cancelled 24 hr prior to the specified delivery date by emailing our offices stating your order number and reason for cancelling. Please note, once orders or subscription requests have been dispatched we cannot cancel it due to the perishable nature of the product. Once we have received your cancellation request we will confirm this cancellation via email.
Changes to orders or subscription requests.
We can make a change to an order with reasonable notice and before dispatch; once an order or subscription request has been dispatched we cannot amend the order. For all changes please call the customer service team or email your request stating your order number or subscription package clearly. For all other products, they may be returned and refunded if they are returned within 30 days from day of receipt.
Returns & Refunds
Due to the perishable nature of the products no returns will be accepted. If you are not satisfied with the products you have ordered then you must contact our customer service team by email within 24 hours of receiving your goods. Each case will be dealt with on an individual basis. This does not affect your statutory rights.
If any of the products are disposed of without written consent from D.R. MacDonald & Son or without photographic evidence, the claim will be deemed void.
If we cannot make contact with the recipient or the customer, through no fault of our own or the customer does not contact us, we cannot be held responsible for non-delivery if we have tried all possible methods to fulfil the order and regrettably a refund/replacement cannot be given. Any remedy will be discretionary. This does not affect your statutory rights.
D.R. MacDonald & Son are not responsible for any order where the recipient refuses to accept the item. D.R MacDonald & Son will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item.
Allergens
Some products may contain specific allergens. All ingredients, as well as all allergens, can be found on each product page.
On delivery, all items are clearly labelled with all allergens within the ingredients.
Vouchers
Any voucher issued by D.R MacDonald & Son will bear no monetary value and may be subject to change. Vouchers may be revoked or altered at any time at the company’s discretion. There is a limit of 1 voucher redemption per order. Vouchers may only be redeemed on the web at the checkout stage and cannot be redeemed over the telephone.
Some vouchers will have an expiration date. Check the voucher issue for further details as expired vouchers may not be honoured. Vouchers cannot be redeemed against subscription packages.
Deliveries
We will always attempt to deliver your order or subscription request to the address that was entered on the order page.
It is vital that a complete address in provided such as a flat number, post code, unit, room number, street address and town. For hard to reach areas please contact customer services and provide us with additional information. We cannot deliver to PO boxes, army bases or airport terminals.
After you have placed your order or subscription request you will receive an email confirming the order details and subscription package in full. It is important that you check that these details are correct as amendments may not be accepted after this time. We are able to amend all delivery details for forthcoming subscription deliveries. We advise that you check your junk box for emails in case our mail appears there. If you do not receive this email you should contact customer services.
We are not liable for delivery failure where incomplete or incorrect shipping has been provided, this includes incorrect post codes. The onus is on the customer to check that the information is correct.
Confirmation of Delivery
If packages are signed for, either at a house, hospital, hotel or reception, this will be proof that the order has been delivered successfully to your recipient.
Customer Care
Our dedicated customer service team aim to provide you with the best possible customer experience. They aim to deal with all enquiries quickly and efficiently. Office hours are 9.00am to 5:00pm Monday to Friday.
Equal Treatment
Our customer service team will treat all customers with respect and they deserve to receive the same. Any email/telephone call received which may be considered offensive or abusive will not receive a reply and we may refer it to the appropriate authorities. We reserve the right to cancel a customer account if we consider the customer is behaving in an inappropriate way. If a member of staff feels threatened or abused, the conversation will be terminated.
100% Satisfaction Guarantee
If you are not 100% happy with your buying experience with us please get in touch and let us know. We really do appreciate feedback and are always striving to better our service. You can get in touch via email and one of our customer service team will be very happy to assist you. Whatever the problem maybe, we will strive to make you a happy customer again.
Our 100% satisfaction guarantee only covers the aspects of our business that we have direct control over and does not cover the actions of third parties.
Our 100% satisfaction guarantee is not applicable to issues that are not directly under our control for example if a customer enters an incomplete or incorrect delivery address, if a delivery is refused by the recipient or business/Hospital, if multiple delivery attempts are made unsuccessfully, delays in transit, if we are awaiting missing information from the customer i.e. a missing address line or inaccurate delivery information. Please also note, once produce has been despatched, we are unable to change or amend order details.
In the unfortunate event of a non-delivery on the delivery date you selected please contact our customer service department so that they can review your order.
If for whatever reason we are unable to fulfil your order or subscription request we will refund the full amount to you or will redeliver the bouquet at a later date and upgrade it to a greater value free of charge.
Fraud
If we believe any order to be fraudulent, we reserve the right to cancel and refund that order or subscription request.
For all other queries then please contact our Customer Service Team.
