Last updated: 12 October 2026

This policy applies to orders placed with Lisa Trading as Frogs Abbey through freerangechristmasturkey.co.uk.

Cancelling or changing your Christmas order

You may cancel your Christmas 2026 order for a full refund up to and including 16 December 2026 (11:59pm UK time), provided it has not already been dispatched or collected. If you cancel the whole order within this period, we will also refund any delivery charge paid.

Please contact us as soon as possible if you need to change or cancel an order. After 16 December 2026, we cannot guarantee changes or voluntary cancellation of fresh-food items because preparation may have begun. This deadline does not limit your statutory rights, including cancellation rights for eligible non-perishable goods.

Fresh and perishable food

Fresh turkey, other fresh meat and any goods liable to deteriorate or expire rapidly are excluded from the statutory 14-day change-of-mind cancellation right. We therefore do not accept change-of-mind returns of these products after delivery or collection. Your rights if goods are faulty, spoiled on arrival, damaged, incorrect or not as described are unaffected.

If something is wrong with your order

Goods must be of satisfactory quality, fit for purpose and as described. If an item arrives spoiled, damaged, incorrect or otherwise faulty, contact us so we can provide the refund or other remedy you are entitled to. A replacement may be arranged with your agreement where appropriate.

Please report delivery or food-quality problems promptly, ideally within 24 hours of delivery or collection, and include your order number and photographs of the product, packaging and label where possible. This request helps us investigate quickly; it is not a condition of your statutory rights and does not impose a 24-hour deadline on a valid claim.

Please do not post perishable food back without contacting us first. We will agree any collection, return or disposal arrangements with you. Keep the packaging and label where practical, and follow the storage instructions on the product while we resolve the issue.

We cover reasonable return or collection costs for faulty, damaged or incorrectly supplied goods. Where you are entitled to a refund for faulty goods, we will make it without undue delay and within 14 calendar days of agreeing that you are entitled to it. Nothing in this policy limits your statutory consumer rights.

Returns of eligible non-perishable products

For eligible non-perishable products bought online, such as shelf-stable pantry items, you may tell us that you wish to cancel within 14 calendar days after the day you receive them. You then have a further 14 calendar days after telling us to return them. No reason is required. Goods sealed for health or hygiene reasons are excluded from this right once unsealed.

Please contact us before sending anything back so we can confirm the return address and suitable arrangements. For eligible change-of-mind returns, you pay the direct return postage cost. Pack goods securely and keep proof of posting. You may inspect goods as you would in a shop; we may reduce the refund only for loss of value caused by handling beyond what is needed to establish their nature, characteristics and functioning.

Refunds

Refunds are made to the original payment method without a refund fee. For cancellations before dispatch, we refund within 14 calendar days of being told of the cancellation. For eligible goods already delivered, we refund within 14 calendar days of receiving the goods back or receiving evidence that you sent them back, whichever is earlier. If we have offered to collect the goods, the refund deadline is 14 calendar days after you tell us you are cancelling.

When you cancel an entire eligible order, we refund the standard outbound delivery charge for that order. If you chose a more expensive optional delivery service, we do not have to refund the additional cost of that upgrade.

How to contact us

To cancel or report a problem, email support@freerangechristmasturkey.co.uk with your order number, or use the contact details on our Contact page. A clear statement that you wish to cancel is sufficient; you do not have to use a particular form.

Please also read our Terms and Conditions.