At Big Meat, every order is cut fresh and delivered the same day. Because fresh meat is a perishable product, our return policy is different from standard e-commerce stores. This policy explains when returns, replacements, and refunds are available, and how to request them.
1. General Policy on Fresh Meat
Due to the perishable nature of fresh meat, poultry, and ready-to-cook products, we do not accept returns or exchanges once an order has been delivered and accepted, except in the specific cases listed below. This is in line with food safety standards and UAE consumer protection regulations for perishable goods.
2. When You Are Entitled to a Replacement or Refund
We will replace the product or issue a full refund if:
- The wrong product was delivered (different item or cut from what you ordered).
- The product was spoiled, damaged, or of unacceptable quality at the time of delivery (e.g., off smell, discolouration, broken vacuum seal, compromised packaging).
- The delivered weight is significantly less than the weight you were charged for (beyond the normal ±5% fresh-cut variation).
- Your order arrived incomplete — missing items will be refunded or redelivered.
- The delivery temperature was compromised (product arrived warm or packaging was not chilled).
3. How to Report an Issue
All quality or order issues must be reported within 24 hours of delivery. Fresh meat degrades quickly, so we cannot assess complaints raised after this window.
To report an issue:
- Contact us at hello@bigmeat.ae or via phone/WhatsApp at +971 XX XXX XXXX.
- Share your order number, a description of the issue, and clear photos of the product and its packaging (including the label/tag).
- Do not discard the product until our team has reviewed your complaint, as we may arrange collection for inspection.
Our team will respond within 24 hours and confirm the resolution — replacement, refund, or store credit.
4. Resolution Options
Depending on your preference and the nature of the issue, we offer:
- Free replacement — a fresh replacement of the affected item delivered on the next available delivery slot, at no charge.
- Full or partial refund — refunded for the affected item(s) or the entire order if the whole order was compromised.
- Store credit — added to your Big Meat account for use on a future order.
5. Refund Method & Timeline
- Card payments: refunds are processed to the original card within 7–14 business days, depending on your bank.
- Cash on delivery orders: refunds are issued as store credit or bank transfer to your provided account within 7 business days.
- Delivery fees are refunded only when the entire order is refunded due to our error.
6. Non-Returnable Situations
We are unable to offer a return, replacement, or refund in the following cases:
- The issue is reported more than 24 hours after delivery.
- The product was improperly stored after delivery (e.g., left unrefrigerated).
- The product has been cooked, partially used, or its packaging discarded before the complaint.
- Natural variation in fresh meat — slight differences in colour, marbling, fat trim, or appearance from website photos are normal and not grounds for return.
- Minor weight variation within the standard ±5% fresh-cut tolerance.
- Change of mind after the order has been cut and prepared, as every order is cut fresh specifically for you.
7. Order Cancellations
- Before preparation: orders can be cancelled free of charge before cutting begins. Contact us immediately after placing the order if you wish to cancel.
- After preparation: as products are cut fresh to order, cancellation is not possible once your order has been cut and packed.
- Prepaid cancelled orders (cancelled before preparation) are refunded in full to the original payment method.
8. Failed or Missed Deliveries
If a delivery fails because of an incorrect address or the recipient being unavailable, we will attempt to contact you to arrange redelivery. Redelivery charges may apply. Because the product is perishable, orders that cannot be delivered on the scheduled day due to recipient unavailability are not eligible for refund.
9. Our Freshness Commitment
Every product leaves our counter chilled, sealed, and quality-checked. If we ever fall short of that standard, we will make it right — quickly and without hassle. Your trust matters more to us than any single order.
10. Contact Us
Big Meat
Building 145, M37 Musaffah Industrial Area Abu Dhabi, UAE
Email: info@bigmeat.ae
Phone / WhatsApp: +971 4509 5923
Support Hours: Daily, 8 AM – 11 PM
