Refunds, Replacements & Cancellations Policy
At Premium Abrahamic Foods (PAF), we are committed to supplying fresh, high-quality halal meat, poultry, groceries and other food products. We carefully inspect and package every order before delivery.
Quality or Delivery Issues
If your order:
Arrives damaged
Does not meet our quality standards
Contains an incorrect product
Has missing items
Please contact us within 24 hours of delivery. Provide your order number, details of the issue and clear photographs of the affected products and packaging.
Once we have reviewed your request, we may offer a replacement, refund or another suitable resolution.
Refunds
Approved refunds will be returned to the original payment method used when placing the order.
Please allow 3–5 working days for the refund to appear in your account. Processing times may vary depending on your bank or payment provider.
Refunds will be based on the price paid for the affected products, including any discounts or promotional offers applied to the order.
Delivery charges are non-refundable unless the problem was caused by PAF, such as an incorrect, missing or damaged delivery.
Replacements
When a replacement is approved, we will arrange delivery at the earliest available opportunity. Replacement delivery dates are subject to product availability and your delivery location.
If the original product is unavailable, we may offer a suitable alternative or provide a refund.
Order Cancellations
If you need to cancel or amend your order, please contact us as soon as possible.
Orders may only be cancelled before they have been processed, prepared or dispatched. Once preparation or processing has started—particularly for fresh, chilled, frozen or specially prepared products—we may be unable to cancel or amend the order.
We Cannot Accept Returns or Refunds For:
Change of mind
Incorrect storage or handling after delivery
Issues reported more than 24 hours after delivery
Fresh or chilled products that have been frozen after delivery
Products that have been opened, used or partially consumed, unless they are faulty
Products damaged after delivery due to circumstances outside our control
These restrictions do not affect your statutory consumer rights.
No Postal Returns
Please do not send products back to us by post. Due to food safety and hygiene requirements, we cannot accept postal returns or guarantee their safe receipt.
If there is a problem with a product, contact PAF first and wait for instructions from our customer service team.
Checking Your Delivery
Please inspect your order as soon as it arrives. Check that:
All products are present and correct
Packaging is sealed and undamaged
Chilled and frozen items are at an appropriate temperature
Use-by dates and product labels are satisfactory
Any issue should be reported within 24 hours of delivery, together with photographs where possible.
Storage and Customer Responsibility
Responsibility for the products passes to you once your order has been delivered or collected.
You must follow all storage, handling, cooking and use-by instructions shown on the packaging. Fresh, chilled and frozen products should be placed in suitable refrigerated or frozen storage immediately after delivery.
PAF cannot accept responsibility for deterioration, spoilage or damage caused by:
Incorrect storage or handling
Failure to refrigerate or freeze products promptly
Leaving products unattended after delivery
Freezing a product after it was supplied as fresh or chilled
Failure to follow use-by dates or preparation instructions
Circumstances beyond our reasonable control
Late or Missing Refunds
If you have not received an approved refund after the stated processing period:
Check your bank account or payment provider.
Contact your card issuer, as the refund may still be processing.
Contact your bank, as additional processing time may apply.
If the refund is still missing, contact PAF with your order and refund details.
How to Contact Us
To report an issue, request a cancellation or ask about a refund, please contact Premium Abrahamic Foods (PAF) through our published customer service contact details.
When contacting us, please provide:
Your full name
Your order number
A description of the issue
Clear photographs, where applicable
Your preferred contact details
We aim to review all requests fairly and respond as quickly as possible.
Your Statutory Rights
Nothing in this policy limits or excludes any rights you may have under applicable UK consumer law. Your statutory rights remain unaffected.