Refunds & Returns Policy
We are committed to delivering high-quality meats and groceries to your doorstep as quickly and reliably as possible. Please read our policy below to understand how we handle refunds, returns, and any delivery-related concerns.
Order Delivery
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All orders are intended to be delivered within 24 hours of dispatch.
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In cases of unforeseen delays, all meat and cold food items are packed with ice packs that preserve freshness for up to 48 hours.
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If delivery occurs within 48 hours, the products are considered to be in acceptable and standard condition, and refunds or returns will not be accepted based on delivery timing alone.
Damaged Parcels
If your parcel arrives damaged, we are here to help. In order to process a claim with our delivery partner (DPD), we kindly request the following photos:
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The outside of the box, clearly showing any external damage.
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The internal packaging, showing how the items were packed.
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The items inside, clearly displaying their condition.
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The parcel label, including tracking information.
⚠️ We cannot process claims without all of these images. Please ensure they are submitted within 24 hoursof receiving your order.
Refund Process
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Refunds, where applicable, will be processed to the original method of payment.
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Please allow up to 3 working days for the refund to appear, depending on your bank or payment provider.
Customer Support
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We aim to respond to all email inquiries within 24 to 48 hours, excluding weekends and bank holidays.
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For any issues or queries, please contact us at info@gauchoexpress.co.uk
We thank you for your understanding and for choosing us for your meat and grocery needs.
