Returns and Refunds Policy

Effective October 23rd 2026

We want you to enjoy your jerky. If something is wrong with your order, email info@masonsmeats.com and we will help put it right.

Damaged incorrect or faulty products

If an item arrives damaged, is incorrect, or is faulty, please contact us as soon as reasonably possible. We will provide an appropriate replacement or refund, taking account of the problem, your preference and applicable law. You will not be asked to pay return shipping for an error or defect that is our responsibility.

Please include your order number, a brief description of the issue, and photographs of the product, packaging and batch or lot code where available. This helps us investigate and trace the product. If you cannot provide photographs, contact us anyway. These requests do not remove your legal rights.

Food safety concerns

Do not eat a product if you think it may be unsafe or its packaging has been compromised. Keep the packaging and batch code if it is safe to do so, and contact us promptly. Do not send food back unless we specifically ask you to. We will explain whether the product should be retained, disposed of or returned and arrange any return that is needed.

Changed your mind

Because our products are food, we do not routinely accept returns simply because you have changed your mind. That said, we are a friendly bunch. Get in touch and we will see what we can do. Any goodwill arrangement is considered individually and does not affect remedies available for damaged, incorrect or faulty products.

Missing items and delivery issues

If an item is missing from your order, or the parcel has not arrived, contact us with your order number. We will check the order and delivery records and arrange an appropriate resolution. See our Shipping Policy for more information about lost parcels and delivery problems.

How refunds work

We normally process approved refunds within five working days of confirming to you that the refund has been approved, and sooner where required by law. This processing period does not extend any legal deadline for providing a refund. Refunds are issued to your original payment method unless another lawful method is agreed. Your bank or payment provider may take additional time to credit your account.

Where an entire order is refunded because it was faulty, incorrect or not supplied, the refund includes the original shipping charge and applicable tax. For a problem affecting part of an order, we will refund the affected items and any related shipping charges and taxes that should be refunded in the circumstances. We will explain the amount when confirming the refund.

Your rights

This policy is in addition to your rights under applicable law. We do not impose a short reporting deadline that automatically removes rights relating to defective or unsafe products. Please tell us about problems promptly so we can investigate and help.