Cancellation policy

How your subscription works

Your Butcher Ben box is a subscription. It renews automatically until you cancel, and you can cancel at any time with no fee and no minimum term.

• How often: we send a box every 2, 4, 6 or 8 weeks, whichever you chose. You can change this at any time before the cut-off.
• Your first box: we take payment when you place your order.
• Every box after that: we charge the card you used at checkout automatically, 3 days before your chosen delivery day.
• What you pay: the price of your box size as shown when you ordered. Delivery is free. Add-ons are charged once, only on the box you add them to.
• Reminders: we email you before every charge, with what's in your next box and how much you'll pay.

Your free meat

The free meat you pick when you sign up comes in every box, at no extra cost, for as long as your subscription stays active.

• It comes with your paid box. It isn't sent on its own, so it doesn't arrive on skipped boxes.
• You can swap it for one of the other free options before the cut-off for any box: just email us.
• It ends if you cancel your subscription.
• It has no cash value and can't be exchanged for credit or money.
• If we can't supply your choice for a box, we'll send a similar cut of at least the same value and tell you beforehand.

Changing, skipping or pausing a box

You can change your next box up to 72 hours before it's dispatched. That's the cut-off. After it, your box is being picked and packed, so changes apply to the box after.

Before the cut-off, in your account at butcherben.co.uk/account, you can:

• change how often your box comes, or move your next box to a different date;
• skip a box, or pause your subscription;
• update your delivery address or payment card.

To change the cuts in your box, or swap your free meat, email hello@butcherben.co.uk before the cut-off and we'll update it for you. We're adding this to your account soon.

If you skip or pause, we won't charge you for that box.

Cancelling your subscription

You can cancel at any time, as easily as you signed up. There's no cancellation fee and no minimum number of boxes.

1. Cancel in your account at butcherben.co.uk/account, or email hello@butcherben.co.uk from the email address on your order.
2. Cancel before the cut-off and we won't charge you for your next box.
3. If your next box has already been charged, we'll still deliver it, and nothing more will be charged after that.
4. We'll email you to confirm the cancellation and the date it took effect.

Cancelling also ends your free meat offer. Your account and order history stay available so you can restart whenever you like.

Your legal right to cancel

When you buy online in the UK you normally have 14 days to change your mind, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. That right doesn't cover food that can deteriorate quickly, so it doesn't apply to a box once we've started picking and packing it.

You can still cancel your subscription for every future box at any time, as set out above. If you change your mind within 14 days of ordering and your first box hasn't been packed yet, email us and we'll cancel it and refund you in full.

None of this affects your rights under the Consumer Rights Act 2015 if anything you receive is faulty, not as described or unsafe.

Price changes and reminders

We'll email you at least 30 days before any change to the price of your box takes effect. If you don't want to continue at the new price, you can cancel before it applies.

As well as the email before every charge, we'll send you a reminder every 6 months summarising your subscription: what you pay, how often, and how to change or cancel.

Problems with a box

If anything arrives damaged, defrosted, missing or not as described, tell us within 48 hours of delivery at hello@butcherben.co.uk, with your order number and a photo if you can. We'll replace it in your next box or refund it, whichever you prefer.

Your box is packed frozen in insulated wool and should arrive frozen or very cold. Please don't eat anything that has arrived warm; contact us instead.

Failed payments, and when we might cancel

If a payment doesn't go through, we'll email you and try again over the following days. Your box won't be sent until it's paid. If the payment still fails after several attempts, we'll pause your subscription and tell you how to restart it.

We may cancel or pause a subscription if we can no longer deliver to your address, or if a product becomes unavailable for good. We'll always tell you first, and refund anything you've paid for a box we haven't sent.

Contact us

Email hello@butcherben.co.uk and we'll get back to you within 1 working day.