Refund & Freshness Guarantee Policy

Last Updated: 25.2.26

At Evergreen Farm, we’re a family-owned farm proudly shipping our fresh, farm-raised meats directly to your table. We stand behind the quality of every cut we send. Because our products are perishable, we have a few important guidelines to ensure food safety and fairness for all customers.

 

Our Farm-Fresh Promise

We guarantee that your order will arrive:

  • Fresh and properly chilled
  • Carefully packaged in insulated materials
  • Protected with ice packs or temperature-control materials
  • Safe for immediate refrigeration or freezing

If your order does not meet these standards, we’ll make it right.

Product Quality

  • All meat products are sold fresh and comply with UK food safety regulations.
  • Products are expected to be of satisfactory quality, fit for consumption, and as described.
  • Slight variations in weight, cut, or appearance may occur.

Important Order/Delivery information

  • All orders must be placed by Tuesday at 5:00 PM to qualify for delivery on Friday of the same week.

  • Orders placed after this time will be scheduled for delivery on Friday of the following week.

 

When You May Qualify for a Refund or Replacement

Due to the perishable nature of fresh meat, we cannot accept returns. However, we will gladly review your claim if:

  • Your order arrives warm (above 40°F / 4°C)
  • Items are damaged or leaking
  • You received the wrong product
  • Items are missing
  • The product appears spoiled upon arrival

Please contact us within 24 hours of confirmed delivery.

 

How to Submit a Claim

To help us resolve the issue quickly, please email us at:

evergreenfarmshop@gmail.com

Within 24 hours of delivery and include:

  • Your order number
  • Clear photos of:
    • The meat product
    • The inside packaging
    • The shipping box
    • The shipping label
  • A brief explanation of the issue

Claims submitted without photos or outside the 24-hour window may not be approved.

 

Important Delivery Responsibility

Because we ship fresh meat nationwide, it is very important that someone is available to receive the package.

We are unable to offer refunds if:

  • The delivery address provided was incorrect
  • The package was left outside or unattended
  • The order was not refrigerated promptly
  • The claim is submitted more than 24 hours after delivery

We encourage customers to track their shipment and plan to refrigerate or freeze items immediately upon arrival.

 

Shipping & Carrier Delays

We carefully package every order to maintain safe temperatures during normal transit times. While we choose reliable carriers, delivery timing is ultimately outside of our control once the package leaves our farm.

If a shipping delay causes your order to arrive unsafe, please contact us immediately at evergreenfarmshop@gmail.com, and we will review the situation case-by-case.

 

Order Cancellations

Orders may be cancelled within 48 hours of purchase.

After 48 hours, or once an order has entered processing, packaging, or shipping, it cannot be cancelled due to the perishable nature of our products.

 

Refund Processing

If your claim is approved:

  • Refunds will be issued to your original payment method
  • Please allow 5–10 business days for processing
  • In some cases, we may offer a replacement shipment or store credit

Our liability is limited to the purchase price of the product.

 

Contact Us

Evergreen Farm
Email: evergreenfarmshop@gmail.com
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM

Thank you for supporting our family farm and allowing us to serve your family.