Terms and conditions
At Rox Meat, we aim to give you a superb home shopping grocery experience. Please ensure that you have read the following terms and conditions carefully before using Rox Meat; they set out what you can expect from us and the terms on which you agree to be bound as and when you place your order.
01. COVID-19 - SPECIAL CONDITIONS
During this time of uncertainty and as we are seeing a huge increase in the volume of orders placed on the website, please note below some reminders about our terms & conditions:
Unfortunately, we are unable to cancel or amend delivery times on any orders once they have been confirmed. This is to protect our local independent farmers & butchers, who are currently working around the clock to deliver fresh meat to all our customers - as we rear and then cut fresh to order.
We can still make some additions to orders providing we have at least 7 days’ notice.
Please bear with our customer care team who are working incredibly hard to get through all enquiries. Please allow 48 hours for the team to get back to you.
1. BECOMING A CUSTOMER
1.1 To place an order with us, you must be over 18 years of age, require delivery in our area and have a credit or debit card acceptable to us in your name.
1.2 We reserve the right to decline any order or to suspend your Account with us at our discretion.
1.3 Our Terms and Conditions will apply when you place your order.
2. YOUR ACCOUNT
2.1 If you wish, you may set up an online account with us to make each visit to our website easier. If you do this, you will be given a username and a password to use each time you place an order with us.
2.2 You are responsible for all activity on your account. You should ensure that your username and password are known only to you and that access to your computer is restricted to prevent any unauthorized use of your account. You must inform us immediately if you believe your password has become known to anybody else or has been or may be used in an unauthorized manner.
2.3 Please ensure that the information you provide us with is correct and up to date and notify us as soon as possible of any changes.
2.4 Please ensure that you have read our statement on our privacy policy.
3. CONTRACT
3.1 This website is operated by Rox Meat. Once you have placed an order on the website, we will confirm your order by sending an email to the email address you have provided. This email will list all products you have ordered, the price and delivery details. This is not an acceptance by us. A legally binding contract will only arise once we have completed delivery of the goods to you.
3.2 If you have entered an incorrect email address and receive no email purchase confirmation and/or any other details are incorrect then the onus is on you to contact us to amend your details and we cannot be held responsible for the entering of incorrect information or your email service provider spam filtration.
4. AMENDING OR CANCELLING THE CONTRACT
4.1 The confirmation email we send will set out the latest time that you may amend or cancel your order, being 72 hours before the date of your delivery (the “cut-off time”). Please note that during our festive dispatch period (1st December- 31st December each year) (the “festive cut off time”) you must provide us with 7 days’ notice before dispatch to amend or cancel your order. Please also note that we cannot amend or cancel Next Day Delivery order. Please refer to Covid-19 special conditions for our amended terms for cancellation or amendments to orders starting 15.03.20 until otherwise stated. During the current climate, we are unable to cancel or amend any orders placed on the website after they have been confirmed.
4.2 Should you wish to cancel your order after the cut off time or after the festive cut off time but before delivery, we may charge you in full for an amount equal to the value of your order, including any delivery cost.
4.3 Any cancellation must be sent to us by email to info@roxmeat.com within the cut-off time or festive cut off time.
4.4 Where you order goods that are unavailable for any reason, we shall notify you and we will either send a replacement product with your order or organize a full refund or a voucher within two working days.
5. PRICE AND DELIVERY CHARGES
5.1 The price of the goods will be as quoted on the website at the time you confirm your order by clicking “Checkout” and will be inclusive of VAT (if applicable) or any other tax and, subject to paragraphs 5.2 and 6 below, delivery.
5.2 The delivery charge applying to your order shall be set out at the time you checkout. No standard delivery charge shall be applied to orders with a value of £40 or more (except during some of our festive dispatch period 17th December-31st December) each year); orders below that value shall be subject to a delivery charge of £6.50. During our festive dispatch, there will be an additional premium delivery charge on deliveries during the Christmas period. Note: Next Day Delivery has a flat fee of £7.50.
5.3 If you amend your order before the cut off time to increase the number of items already ordered, the price charged for the additional items will be the price quoted at the time you made the original order. If, however, you are adding new items to your order, the price charged will be the price quoted at the time you amend the order. The delivery charge shall be amended and applied under paragraph 5.2.
5.4 We will debit the total cost of your order, including any delivery charge or packaging cost that may be applied, from your debit or credit card at the time you place your order.
6. PREMIUM DELIVERY SERVICE
You may request our premium delivery service at the time of checkout. For the extra charge quoted at the time of check out, you will be able to nominate a more specific delivery time.
If for any reason, Parcel Force fails to meet the premium delivery slot window, a full refund of the delivery charge will be applied.
7. DELIVERY
7.1 We will always aim to deliver your order within the delivery slot requested by you at the time you place your order.
7.2 If nobody is available at the primary delivery address (nominated by you at the time you place your order) to take delivery of the order, we will leave notification of the delivery instead either to the secondary delivery address or secure place (nominated by you at the time you place your order).
7.3 Our deliveries are made with “no signature required”. In the event that nobody is available to take delivery of your order at either your primary or secondary delivery address or you ask us to leave your goods unattended at a secure place, Rox Meat expressly disclaims all liability that may arise in consequence of the delivery being left unattended, including, without limitation, theft, tampering or contamination, however, caused.
7.4 If your delivery is refused or not accepted at a recipient’s address, we cannot take responsibility for this and cannot offer a free replacement box.
7.5 We can ship products internationally but any risk, damage or loss of goods shall pass to the purchaser immediately upon dispatch of the delivery from Rox Meat on any international order the courier charge is dependent on the recipient country and you will be advised of the courier charge.
7.6 On domestic deliveries there may be an additional courier charge of £2.95 per additional parcel for order consignments of 3 or more parcels. Please note that for Ireland and the Highlands this courier charge will be £11.95 per additional parcel.
7.7 Concerning gift hampers and gifts packaged within a gift basket please note that each gift is charged as a one-box delivery based on the delivery service that you request (Standard or Premium service).
7.8 Events outside our control, for example, epidemics, extreme weather conditions, may occasionally mean we are unable to deliver your goods at the time agreed. In these circumstances, we will contact you as early as possible to rearrange the delivery time. In such an event, our liability to you shall be limited to the price of the goods ordered and the cost of delivery.
7.9 Our Christmas delivery availability and prices are subject to change in the run-up to Christmas. All changes will be reflected in the checkout process.
7.10 During December, we are unable to change delivery dates on orders placed.
7.11 From time-to-time delivery may take an additional day due to seasonal variations or volume. If you are ordering for a gift or a dinner party, we advise to always allow an extra 24 hours. Your meat will stay chilled in our packaging - which allows meat to be in transit for 72 hours.
7.12 Our free standard delivery is applied to your order when you have more than £50 worth of full price items in your bag. You can have both sale or promote and full price items in your bag, but the full price items must total £50 or more, this only applies to local delivery which is within 10km of SE18 6AP.
7.13 Next Day Delivery is not available for 48-hour postcodes. Next Day Delivery cut off time is 1 pm on the day before delivery is due Sunday-Friday. Next Day Delivery is charged at a rate of £7.50. Orders placed with Next Day Delivery cannot be amended or cancelled. *Please note: Next Day Delivery is not available throughout December.
8. IF YOU ARE DISSATISFIED
8.1 We are committed to offering you the very best service and the very best produce and we guarantee the quality of all goods and produce you order from us. You must inspect the goods immediately upon delivery and, if you are dissatisfied in any way with either our service or the quality of the goods you receive, let us know promptly in writing via the feedback form in the Contact Us section of the website.
8.2 Complaints in respect of service will be reviewed by our customer services team and we promise to respond to you within 1 working day whenever possible.
8.3 Complaints in respect of the quality of the goods you receive will be forwarded to our Developmental Chef for review. Please, therefore, retain produce for review, and we promise to respond to you within 1 working day whenever possible with our findings.
8.4 Unfortunately, we are unable to accept the return of any product delivered to you but, if the goods ordered by you do not meet your reasonable satisfaction, we may, in our absolute discretion, send you a Rox Meat voucher to the value of the goods that have fallen short of your expectations within 3 working days of a complaint being received.
8.5 On occasion, we may request the return of the goods for inspection, but you will always get a voucher once the goods have been received and Rox Meat will cover the delivery cost when a delivery receipt is presented up to a maximum of £15.
9. WHAT WE WILL NOT BE LIABLE FOR
9.1 We will not be liable for any indirect or consequential loss or damage of loss of profits arising out of our supply or failure to supply the goods to you.
9.2 Nothing in this Agreement shall in any way limit our liability for death or personal injury resulting from our breach of contract, tort or negligence nor limit any legal rights you have as a consumer.
9.3 Some of our products may contain traces of nuts and other allergens. We will ensure that the contents of each box are clearly listed on our website, but it is your responsibility to ensure that you have read the information. If you require further information on allergens, please contact us.
9.4 The goods are sold to you on the basis that you are a consumer, therefore, we will not be liable for any special losses that you might suffer using, distribution or reselling the goods as part of a business.
9.5 We shall not be liable for goods once they have been delivered to the address or secure place stated in your order.
9.6 Our packaging is designed to ensure our produce reaches you in perfect condition, but it is your responsibility to ensure that all perishable goods are refrigerated as soon as possible upon receipt. Further, if you or a third party moves, transports or delivers the goods to any other address following our delivery, we shall not be liable for anything that that third party might do to the goods or any subsequent deterioration in the produce.
9.7 Due to the nature of certain artisan products the minimum and maximum weight cannot always be guaranteed. Whole products such as turkeys, geese, rabbits, suckling pigs, and game birds etc. may not always meet the exact criteria within our store. We will not accept liability for under or overweight products, the published price is the unit price. We will however always endeavour to meet weight expectations.
9.8 Please note that we will do our best to ensure that access to our website is uninterrupted and that transmission are error-free but, given the nature of the internet, this is not something that we can guarantee. There may be occasions where access is suspended or restricted so that we can undertake repairs, maintenance or improvements. We will keep such occasions to a minimum and endeavour to restore full access as soon as we can.
10. GENERAL
10.1 These terms and conditions set out the entire agreement between us. Any failure by us to enforce any of our rights under this Agreement shall not prejudice our entitlement to rely on any of our rights in the future.
10.2 We shall not be liable for delays or failures to perform our obligations if that delay or failure arises from events beyond our reasonable control.
10.3 We reserve the right to change our website, policies and terms and conditions at any time, but this shall not affect the terms and conditions prevailing at the time you make a purchase.
10.4 Whilst we take the utmost care to ensure that all product descriptions, images, information and prices are accurate, we do not accept any liability for any inaccuracies, errors or omissions. Colour and shape may vary from those shown on the website.
10.5 This Agreement is governed by the laws of England and Wales and both parties hereby submit to the exclusive jurisdiction of the English courts.
11. SUBSCRIPTION/RECURRING BOXES/FIXED BOX/HAMPER OR GIFT BOXES – ROX MEAT
11.1 Subscription means agreeing to a regular recurring weekly, fortnightly or 4 weekly (monthly) agreement to receive a regular fixed box.
11.2 You can cancel a subscription agreement at any time giving 72 hours’ notice before your next expected box in writing to info@roxmeat.com.
11.3 There is no cash alternative given for this promotion.
11.4 In some instance, contents may be swapped at the request of the customer. Rox Meat has the right to not accept swap requests.
11.5 From time-to-time contents may alter due to the nature of our supply change. In such cases, we will notify you of the changes.
11.6 You can add further products from the shop to your regular subscriptions box either via telephone our care team on 020 8855 5757 or via email to info@roxmeat.com.
11.7 Only one discounted order permitted per household.
11.8 Rox Meat reserve the right to terminate or suspend any subscription contracts at any time.
12. SPECIAL BESPOKE BUTCHERY REQUESTS FOR OUR BUTCHER
12.1 We aim to offer a bespoke butchery service to our customers. Subject to the complexity of the request Rox Meat reserve the right to charge a £15 bespoke butchery charge for bespoke butchery request.
12.2 If a specific request incurs such a fee, we will notify the customer in advance to advise.
12.3 Unfortunately, during busy periods, including Christmas, we are unable to take special requests on products due to high volumes.
12.4 We cannot take bespoke orders for Next Day Delivery.
13. VOUCHERS & PROMOTIONAL CODES
13.1 Promotional codes entitle you, at the time of ordering, to a saving equivalent to the discount advertised at the time.
13.2 Rox Meat reserves the right to decline orders where, in its opinion, a promotional code is invalid for the order being placed.
13.3 Promotional codes cannot be used in conjunction with any other offers or promotions.
13.4 Some offers are not valid on sale items or other discounted products.
13.5 Promotional codes have no monetary value and cannot be exchanged for cash.
13.6 Rox Meat are not responsible and have no obligation to honour any promotional voucher code which is obtained via a third-party source such as a Voucher Code website if the code is not valid.
13.7 Rox Meat reserves the right to cancel or amend the first-time shopper offer at any time. Any changes will be posted within these terms and conditions.
13.8 Christmas codes are valid to subscribers using their code over the stated order min. spend. Orders must be placed for December Christmas deliveries and cannot be moved to another date outside of December and standard Christmas terms & conditions apply. Codes must be used within the stated time frames. Rox Meat reserve the right to cancel promotions at any time. Cannot be used in conjunction with other offers or promotions and Christmas delivery terms & conditions apply.
13.9 For any additional information, please contact our customer care team by calling 020 8855 5757 or via email to info@roxmeat.com.
13.10 Subscription promotional codes are only valid to redeem against subscription/reoccurring orders. Rox Meat reserve the right to withdraw promotional codes at any time. All standard promotional code terms and conditions apply.
13.11 Any multi-buy offer such as 3 for 2 or 5 for 4, will always deduct the cheapest item from the basket. Your order must contain all products and the basket will automatically deduct the cost for the cheapest item. Only valid on products marked as part of the promotion. Other promotional codes or offers will not be valid against multi-buy offer orders.
13.12 Gift Vouchers: gift vouchers are unique and single-use only and will be received via email. Codes can be redeemed on any product but must be used on or before 31st August 2021. There is no cash alternative.
14. WEIGHTS OF PRODUCTS
14.1 Due to the nature of our products being reared free-range, some product weights may vary slightly at the time of products being supplied. Any changes to weights will be communicated to the customer.
15. SHELF LIFE
15.1 Rox Meat will always deliver with the shelf life as advertised on the website as a minimum.
16. AGE RESTRICTION
16.1 There may be instances where due to restrictions (legal or otherwise) or practices concerning a Product, we are prevented from being able to deliver it to you (for example age- or country-restricted products such as alcohol). Rox Meat Ltd shall not be held liable about any Product that we are unable to sell or deliver to you as a result of such restrictions. Please refer to the Product Description of your selected Product(s) to see if any restrictions apply. If a restriction is enforced after you have placed your order with us, we will do our utmost to notify you as soon as reasonably practicable.
16.2 If you place an order for any age-restricted Products, you warrant that you meet the age requirement for that Product, for example over eighteen (18) years to place an Order for any alcohol product. It is an offence to buy or attempt to buy age-restricted Products if you are underage or to purchase such Products for someone else who is underage.
16.3 We reserve the right not to sell or deliver any age-restricted Product to anyone who is, or appears to be, under the required age.
17. SUBSCRIPTIONS
17.1 All subscription boxes will automatically renew every 4 weeks and Rox Meat will automatically collect payment through their secure payment gateway.
17.2 Subscriptions may be cancelled or paused but this must be done at least 5 days before the automatic payment being made. If cancellation is made after this period, the pause or cancellation will start after a final meat box has been received.
17.3 Voucher codes only specifically created for subscription will apply to the subscription boxes.
17.4 Rox Meat reserve the right to cancel or pause subscriptions where payment has not been made. Rox Meat will make reasonable effort to collect a payment, but if unsuccessful, subscriptions will automatically be cancelled.
17.5 All other terms and conditions apply.
18. RETURNS PACKAGING
18.1 You can return your packaging to us at Rox Meat to reuse. We’ll cover the cost of the return with a voucher up to £6 to use with your next shop.
18.2 You must include the following details so we know it's you and can issue your voucher: delivery postcode, name and order number. Once processed with our team, you will be emailed a voucher.
18.3 All returns must be sent to Rox Meat, 37-39 Spray St, Woolwich, London SE18 6AP
19. ALLERGENS
19.1 Whilst every precaution is taken to minimize cross-contamination in the production of our food we cannot guarantee those trace elements of allergens don’t exist. Our food production areas also handle products containing ALL 14 allergens: MILK, NUTS, EGGS, NUTS, PEANUTS, FISH, CRUSTACEANS, MOLLUSCS, CEREALS, SOYA, SULPHITES, CELERY, LUPINS, MUSTARD.