Your cart

Refund policy

1.0: DAMAGED GOODS

1.1: Woodmill Game takes great care to ensure that every product leaving our production facility undergoes thorough quality checks to identify and prevent any visible damage.

1.2: We guarantee that no item with visible damage is dispatched to our customers. Any visible damage to the products are  the result of rough handling by our courier partners during transit.

1.4: In the rare event that you receive goods with visible damage, please provide photo evidence within 12 hours of receiving the order to initiate a refund claim.

1.5: If sufficient evidence is provided, a full refund or re-delivery will be issued promptly.

1.6: Woodmill Game is committed to maintaining the highest standards of product quality, and we assure our customers that any visible damage is not a result of our production processes but is solely attributed to our courier partners.

 

2.0: TEMPERATURE ISSUES

2.1: If the goods arrive at a temperature above 7°C, customers are entitled to a refund for the affected items.

2.2: It is essential to report temperature-related issues within 12 hours of receiving the order to qualify for a refund.

 

3.0: DELAYS

3.1: While delays are highly unusual, unforeseen circumstances which are out of our control may affect our courier partners' delivery times.

3.2: Woodmill Game's climate-controlled packaging is designed to accommodate delays of up to 1 day.

3.3: If the order arrives within 1 day after the selected delivery date (this is regarded as 23:59pm the following day), no refund will be issued.

3.4: If the order arrives more than 1 day after the delivery date te (this is regarded as 23:59pm the following day), customers are entitled to a full refund or re-delivery on another available delivery date.

3.5: Customers must accept liability if their order arrives within 24 hours after the selected delivery date.

3.6: Woodmill Game will always ship your order on the day before the selected delivery date (unless otherwise stated).

 

4.0: RECEIPT OF DELIVERY

We understand the importance of a smooth and timely delivery process. To ensure a seamless experience, please take note of the following guidelines regarding the receipt of your delivery:

4.1: Customer Responsibility for Presence During Delivery:

  • It is the customer's responsibility to be available to receive the delivery at the provided address.

  • If you are not present when the delivery is attempted and no specific delivery instructions have been left, you will be held liable for the delivery and will not be eligible for a refund.

4.2: Submission of Delivery Instructions:

  • Delivery instructions must be submitted before your order is dispatched, and this should be done at least 2 days before the scheduled delivery. Delivery instructions can be submitted in the 'order notes' section of the cart page, or emailed to deliveries@woodmillgame.co.uk.
  • Failure to be present to receive your order without having added delivery instructions before the specified deadline will result in you being liable for the delivery, and you will not be eligible for a refund.

4.3: Incorrect Address or Misinterpretation:

  •  If delivery is attempted at an incorrect address despite the correct details being submitted at the time of purchase, please contact customer service within 12 hours.
  • If the delivery address has been clearly misinterpreted, and delivery is not made within the 24-hour delay window, you will be entitled to a refund or redelivery on one of our future scheduled delivery dates.

4.4: Non-Adherence to Provided Delivery Instructions:

  • If adequate and feasible delivery instructions have been added within the deadline, but the instructions aren't followed by the deliverer, please notify us within 12 hours for further investigation.
  • If the instructions have been clearly disregarded, and delivery is not made within the 24-hour delay window, you will be entitled to a refund or redelivery on one of our future delivery dates.

5.0: LEAD SHOT

5.1: Due to the wild nature of our produce, some products may contain lead shot. While we employ careful grading practices to minimise the presence of lead shot, occasional instances may occur as it is inherent in the production chain.

5.2: No compensation will be provided for products containing lead shot.

 

6.0: QUALITY

6.1: Woodmill Game conducts frequent testing to maintain stringent quality control standards.

6.2: Refunds will not be granted based on customer taste preferences.

6.3: Please note that our products have a specified shelf life on their label, and refunds will not be issued for products consumed after the expiration date.

 

7.0: PORTION SIZES

7.1: Refunds will not be awarded if customers disagree with portion sizes listed on the website.

7.2: Portion sizes are provided as a guide and may vary; they are not to be considered exact measurements.

 

8.0 MISSING ITEMS

8.1: For the majority of cases, missing items are refunded before being dispatched, where the funds will be returned to the account from which they were purchased within 5 working days. The most common cause for missing items is often supply issues we face due to the unpredictable nature of Wild game.

8.2: If your order contains missing items and no refund notification has been received or it appears no refund has been processed for said items, please let us know the details of the shortfall within 12 hours of receipt.

8.3: In the majority of cases, the missing items will be refunded and a replacement will not be issued. We reserve the right to decline a re-delivery of the missing items regardless of the size of the shortfall.

 

9.0 DISCOUNT CODES

9.1: If the customer fails to submit their discount code at the point of checkout, the discount will not be applied.

9.2: Discount codes cannot be applied retrospectively and no funds or goods can be awarded in place of a discount that was not entered at checkout.

 

10.0 SHIPPING METHODS

10.1: It is the customer's responsibility to ensure that the collect shipping method is selected at checkout.

10.2: If you have made a mistake and would like amend the shipping method, please contact us as soon as possible and we will look into the feasibility of the change. Please note that it is not always possible to amend the shipping method, in which case the customer will be responsible for the collection and receipt of the order.

 

OTHER TERMS

Woodmill Game reserves the right to review and amend this refund policy at any time.

Customers are encouraged to review this policy regularly to stay informed about Woodmill Game's refund procedures.