Return & Refund Policy

Thank you for shopping at Urban Meatery.

To ensure food safety and quality, we are committed to providing the highest quality meat products. As meat is classified as "Perishable Goods," we have established the following terms regarding returns and exchanges based on hygiene and food safety considerations. Please read the following carefully before placing your order:

1. Receipt and Inspection of Goods

  • Immediate Inspection: Upon receiving your order, please immediately check the quantity, variety, and packaging integrity of the items.

  • Reporting Deadline: If you discover any issues, please contact our Customer Service within 12 hours of signing for the delivery. As fresh food has strict storage requirements, we regret that requests made after this period cannot be processed.

2. Eligibility for Returns and Exchanges

We will arrange for a replacement or refund in the following circumstances:

  • Incorrect Item: The delivered item does not match your order.

  • Damaged Packaging: The vacuum seal is broken or there is a significant air leak upon delivery.

  • Quality Abnormality: The product exhibits an unusual odor or obvious spoilage (excluding natural variations in the color of the meat).

  • Supply Issues: If an item is out of stock and cannot be delivered, we will contact you to arrange a full refund.

3. Non-Returnable Circumstances

Returns, exchanges, or refunds will not be provided in the following cases:

  • Subjective Factors: Such as personal taste, texture preference, or marbling distribution not meeting expectations.

  • Improper Storage: Spoilage caused by the customer’s failure to store the items at the appropriate temperature (chilled/frozen) promptly after receipt.

  • Man-made Damage: Damage to packaging caused by personal reasons, or issues discovered after the product has been processed or cooked.

  • Incorrect Information: Spoilage due to delivery delays caused by incorrect delivery addresses or contact numbers provided by the customer.

  • Change of Mind: Requests to cancel or exchange items due to personal reasons after the order has been confirmed and paid.

4. Return and Exchange Procedure

If your case meets the eligibility criteria, please follow these steps:

  1. Photo Evidence: Take photos of the problematic product (including the delivery receipt and complete packaging) and keep the product in its original state.

  2. Contact Customer Service: Contact us via WhatsApp or our official email, stating your Order Number and attaching the relevant photos.

  3. Review and Processing: Once verified as our responsibility, we will arrange for a redelivery or a refund as soon as possible based on the actual situation.

5. Additional Disclaimer

As meat is a natural product, there may be slight variations in shape, weight, marbling, and color. The actual product delivered shall prevail. In case of any disputes, Urban Meatery reserves the right of final decision.