- Terms & Conditions

"Quality Meat Delivered To Your Door"

Home Deliveries

Butchers Hook T&C

At Butchers Hook, we aim to give you a quality home delivery shopping grocery experience.

Please ensure that you have read the following terms and conditions carefully before using the service.

They set out what you can expect from us and the terms on which you agree to be bound when you place your order.

By using this website or placing an order, you agree with these terms and conditions in full.

If you do not accept these terms and conditions, you will not be able to order with us and should leave this website.

We may update or revise these terms and conditions from time to time. You should periodically check this page for changes.



1.1 To place an order with us, you must be over 18 years of age, require delivery in our current delivery area’s and have a credit/debit card acceptable to us in your name or a PayPal account.

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.


2.1 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 user name 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 unauthorised 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 unauthorised 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.


3.1 This website is operated by Butchers Hook. Once an order has been placed a confirmatory email will be sent to the email address you have provided. This email will list all the 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 you must ensure you to contact us to amend your details. Ensure your email settings are such that the confirmation email does not enter your pam inbox.

We cannot be held responsible for the entering of incorrect information.


4.1 The confirmation email we send will set out the latest time that you may amend or cancel your order, being 72 hours prior to the date of your delivery (the “cut-off time”). Please note that during our festive despatch period (1st December- 31st December each year) (the “festive cut off time”) you must provide us with 7 days notice prior to despatch to amend or cancel your order.

4.2 Should you wish to cancel your order after the cut off time or after the festive cut off time, but prior to delivery, we may charge you in full for an amount equal to the value or your order, including any delivery cost.

4.3 Any cancellation must be sent to us by email to sales@valefoodsltd.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 organise a full refund or a voucher within two working days.


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 delivery charge shall be applied to orders with a value of £20 or more. Orders below that value shall be subject to a delivery charge of £9.99 or can be collected at no extra charge from our easily accessible unit located in Cardiff.

5.3 If you amend your order prior to 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 in accordance with 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/credit card or PayPal account at the time you place your order.

5.5 We may apply an increased rate for Christmas or other peaks, seasonal delivery dates. In such cases, we’ll always make you aware of increased charges. If an increased rate applies, this will be stated in the ‘Checkout’ section of the website when you place your order, or it will be stated in your order reminder email if you have a subscription order.


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 day and time.


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, Butchers Hook 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 recipients address, we cannot take responsibility for this and cannot offer a free replacement box.

Any undelivered orders will be returned to our factory and retained for 48 hours during which time we will attempt to contact you to attempt re-delivery or collection. Please note there may be an additional charge of £5.99 for re-delivery.

7.5 We can ship produce nationally and internationally but any risk, damage or loss of goods shall pass to the purchaser immediately upon despatch of the delivery from Butchers Hooks.

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 £5.95 per additional parcel.

7.7 Events outside our control, for example, extreme weather conditions, traffic accidents, 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.

7.8 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.

7.9 During December, we are unable to change delivery dates on orders placed.


8.1 We are committed to a proud, professional, positive service offering quality products at value for money.

You should inspect the goods immediately upon delivery and, in the event that you are dissatisfied in any way with either our service or the quality of the goods you receive. Please let us know promptly via email or telephone call if you are dissatisfied in any way.

8.2 Complaints in respect of service will be reviewed by our Management, 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 Butchers and Buyers for review. Please retain the product you are dissatisfied with for inspection.

8.4 We are unable to accept the return of any produce delivered to you but, if the goods ordered by you do not meet your reasonable satisfaction, we may, at our absolute discretion, send you a Butchers Hook voucher or a full refund to the value of the goods that have fallen short of your expectations within 3 working days of a complaint being received.


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 chickens etc. may not always meet the exact criteria within our unit. 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 are able to 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.


10.1 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 of 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 or England and Wales and both parties hereby submit to the exclusive jurisdiction of the English courts.


11.1 At Butchers Hook we pride ourselves on being flexible, and as such we are happy to consider bespoke butchery services to our customers. Subject to the complexity of the request we reserve the right to charge a fee. 

11.2 Please contact us if you wish to discuss a bespoke service and we will advise as to its feasibility and if it will be subject to any additional fees.


12.1 Promotional codes entitle you, at the time of ordering, to a saving equivalent to the discount advertised at the time.

12.2 Butchers Hook reserves the right to decline orders where, in its opinion, a promotional code is invalid for the order being placed.

12.3 Promotional codes cannot be used in conjunction with any other offers or promotions.

12.4 Some offers are not valid on sale items or other discounted products.

12.5 Promotional codes have no monetary value and cannot be exchanged for cash.

12.6 Butchers Hook 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.