Refund & Freshness Guarantee

Our Promise to You

At The Prime Butchery, we take every measure to ensure your meat arrives in perfect condition — hand-cut by master butchers, vacuum-sealed, and shipped via our proprietary cold-chain system. But we know that sometimes things don’t go as planned. That’s why we offer a straightforward, hassle-free guarantee.

We take all the risk so you can order with total confidence. Thousands of customers have trusted us — and we’ve earned a 4.9-star average rating by honoring this promise every single time.

When to Request a Refund

You are eligible for a full refund in any of these situations:

• 🥩 Quality concerns: The meat doesn’t meet your expectations for marbling, texture, or flavor.
• ❄️ Freshness issues: Your order arrives thawed, warm, or with compromised packaging (rare, but we’ve got you covered).
• 📦 Delivery problems: The package is lost, significantly delayed (beyond estimated window), or delivered to the wrong address due to carrier error.
• 🔪 Wrong items: You receive incorrect cuts or quantities compared to your order confirmation.
• 💭 Changed your mind: Even if everything is perfect, you have 7 days to request a refund — no justification needed.

How to Request a Refund

We’ve made the process simple — no return shipping, no endless forms. Just follow these steps:

No need to return the meat. For food safety reasons, we do not require you to ship products back. Please dispose of any unsatisfactory items appropriately — or if they’re still good, enjoy them on us.

What Happens After You Request a Refund

Once we receive your refund request, here’s what you can expect:

• Confirmation: You’ll receive an automated acknowledgment within 1 hour.
• Review (optional): A support team member may reach out if we need clarification — but refunds are processed without interrogation.
• Refund Issued: We credit your original payment method within 5-7 business days. Depending on your bank, it may take additional time to appear on your statement.
• Follow-up (optional): We may ask for feedback to improve our service — but this is never required for a refund.

Partial Refunds

In rare cases where only part of an order is affected (e.g., one out of three cuts is unsatisfactory), we may issue a pro-rated refund. However, we typically prefer to refund the full order to ensure your complete satisfaction.

Exceptions & Limitations

While we aim to be as flexible as possible, there are a few situations where refunds may not apply:

• Improper storage after delivery: If meat is left unrefrigerated for more than 4 hours after delivery, we cannot guarantee freshness. Please refrigerate or freeze immediately upon arrival.
• Orders delivered more than 14 days ago: Our 7-day window is firm to ensure fairness.
• Custom or bulk orders (50+ lbs): For large custom orders, we may require photo evidence of quality issues before processing a refund.
• Failed delivery due to incorrect address: If you provided an incorrect shipping address and the package is lost, we will try to recover it but may not be able to refund. Please double-check your address at checkout.

Lost or Damaged Packages

If your package never arrives or shows up damaged:

• Lost packages: Contact us within 7 days of the estimated delivery date. We’ll work with the carrier to locate it. If it’s confirmed lost, we’ll refund or reship immediately.
• Damaged packaging: If the box is crushed, leaking, or the dry ice has completely dissipated, take a photo and email it to us. We’ll issue a full refund within 24 hours.
• Delayed deliveries: If your order arrives more than 48 hours past the estimated window and the meat is warm, you’re eligible for a full refund.

Frequently Asked Questions

Questions? We’re Here to Help

Our customer support team is available 7 days a week to assist with any refund-related questions.

Policy Updates: We may update this Refund Policy from time to time. The “Last Updated” date indicates when changes were made. Material changes will be communicated via email or website notice.