For order changes, cancellations, quality issues, refunds or replacements:
Phone: 02 9525 5281
Email: hello@prydebutchery.com.au
Perishable goods (fresh/chilled/frozen): any issue — including damaged or faulty product — must be reported within 24 hours of delivery or collection.
We cannot assess quality or damage claims made after this window. Claims made days or weeks after delivery (for example, that a product was "faulty" long after receipt) will not be accepted, because perishable goods cannot be reliably assessed that long after they leave us.
Non-perishable goods (e.g. thermometers, ham bags): returns accepted within 30 days of delivery.
Perishable goods (fresh/chilled/frozen): issues must be reported within 24 hours (1 day) of delivery or collection.
Non-perishable goods (e.g. thermometers, ham bags): returns accepted within 30 days of delivery.
Perishables: physical returns are usually not required, but photos of the damaged product are required to assess the issue.
Non-perishables: return by post (and in-store drop-off if we approve it).
Perishable claims (approved): no return shipping required. If we request a return for assessment, we cover the cost.
Non-perishable change-of-mind returns: customer pays return postage. Items must be unused and in original packaging.
Non-perishable faulty / damaged / incorrect items: where reasonable, we'll resolve it via photo evidence + replacement/refund without needing a return. If a return is required for assessment, we cover the cost.
Hygiene note: For hygiene reasons, ham bags must be unused and unopened for change-of-mind returns.
This policy does not limit your rights under the Australian Consumer Law.
Because our products are perishable food, we don't accept returns for change of mind, incorrect ordering, or if you decide you no longer want the item after dispatch/collection.
This policy does not limit your rights under the Australian Consumer Law.
If something has gone wrong, we'll review the issue and provide an appropriate outcome, which may include:
Replacement of the item, or
Store credit, or
Partial or full refund (depending on the circumstances).
Common examples we cover:
Item missing from the order
Wrong item supplied
Product damaged on arrival (packaging compromised)
Product not acceptable on arrival (quality issue on receipt)
To help us fix problems quickly (and because the goods are perishable), you must contact us:
Home delivery: within 24 hours of the delivery time shown by the courier/delivery confirmation.
Click & collect / in-store purchase: within 24 hours of collection/purchase.
Claims received after 24 hours cannot be assessed and will not be accepted. This applies to all perishable issues, including damage, quality, and "faulty product" claims.
To assess a damage or quality claim, you must provide photos of the damaged product showing:
The product itself and the damage
The product label
The packaging
Your order number/receipt
Photos of the damaged product are required. We cannot process a damage or quality claim without clear photos, which we use to confirm the issue and follow up with suppliers/couriers where needed.
If an order is lost in transit or fails to arrive, contact us and we'll work with the courier and arrange a replacement on the next available run (or another suitable remedy).
If the order is marked delivered and/or a delivery photo confirms delivery to the address provided, responsibility transfers at that point.
If an order is stolen after confirmed delivery (including where a photo confirms delivery), we generally can't refund or replace it. If you want coverage for this scenario, check your household insurance.
If the delivery address or delivery notes supplied at checkout are incorrect or incomplete, we may not be able to replace/refund.
We can only assess issues with the raw, unmodified product. Claims can't be accepted where:
The product has been cooked, frozen after delivery/purchase, or otherwise modified
The product was not refrigerated promptly and correctly after delivery/collection
Because orders are prepared to order:
You can request changes/cancellation before your location's cut-off time.
After the cut-off time, or once dispatched/handed to the courier, the order can't be cancelled or rescheduled.
If an item becomes unavailable, we may:
Offer a suitable substitution (where practical), or
Provide a refund to your original payment method for the unavailable item.
Approved refunds are processed back to the original payment method (Stripe / PayPal; including Afterpay / Klarna via Stripe).
We aim to process approved refunds within 2 business days. Your bank/payment provider may take additional time to show the funds in your account.
For in-store purchases, if there's a genuine issue, please contact us within 24 hours and provide:
Your receipt, and
The product/packaging where practical (or clear photos if you can't bring it in).
