We are a small family business and endeavour to provide an excellent service, however we accept there are times that your experience may not meet your expectations. In this event we would ask that you contact us directly and allow us to try and rectify the situation, customer service is very important to us so we treat all complaints seriously and deal with them personally.
Complaints Procedure
It is your responsibility to check your order carefully immediately on receipt of goods.
In the unlikely event of goods being unsatisfactory, damaged or incomplete you should accept delivery and as soon as possible notify us, but no later than 5 days after your delivery has been received. After a large time period has elapsed we may be unable to consider complaints. We are unable to consider complaints regarding product condition or quality if you refuse to accept your delivery.
It is your responsibility to store your purchases as per our storage instructions detailed on the website and/or labels and we can not be held accountable for incorrect storage of items once you have received them.
Weights & Pack Sizes
All weights stated on the website are nett weights, this means it does not include the packaging weight. Weights listed are minimum guaranteed weights and sometimes are slightly more than stated, we also reserve the right to average weights over multiple packs of the same item to create a total minimum net weight in line with your order.
Cancellations
We regret that once an order is placed it is not possible to cancel it once it has moved to the processing stage and refunds cannot be given. Consequently credit card authorization and payment will be taken upon placement of orders. In the unlikely event of a product being unsatisfactory, we may require you to return the goods to receive reimbursement.
If you are dissatisfied
We are committed to offering you the very best service and the very best produce, we guarantee the quality of all goods and produce you order from us.
You must inspect the goods immediately upon delivery and, in the event that you are dissatisfied in any way with either our service or the quality of the goods you receive, let us know promptly in writing via email to: info@mansionfarmshop.com
Complaints regarding delivery temperature of product must be accompanied by a timestamped photo of a digital thermometer displaying internal temperature of goods within the delivery box that is no more than 1hr from the courier delivery time
Complaints in respect of service will be reviewed by personally by Jim or Odile and we promise to respond to you within 1 working day whenever possible.
Complaints in respect of the quality of the goods you receive will also be reviewed personally by Jim or Odile. Please where possible retain produce for review and provide us with pictures if necessary, and we promise to respond to you within 1 working day whenever possible with our findings.
Unfortunately, we are unable to accept the return of any produce delivered to you but, if the goods ordered by you do not meet your reasonable satisfaction, we may, in our absolute discretion, send you a Mansion Farm Shop Ltd voucher to the value of the goods that have fallen short of your expectations within 3 working days of a complaint being received.
On occasion, we may request the return of the goods for inspection but you will always get a voucher once the goods have been received and Mansion Farm Shop Ltd will cover the delivery cost when a receipt for delivery is presented up to a maximum of £15.
