Refund and cancellation policy
Contents
This explains what happens to money you've paid us if your Christmas order, or part of it, is cancelled. It's part of our Terms of sale.
The short version
- The £20 turkey deposit is non-refundable if you cancel.
- If we cancel, or can't supply your turkey, the deposit is refunded in full.
- Any other money you've paid towards your order is always refundable.
Cancelling your order
- To cancel all or part of your order, email info@snoutwoodtrotters.co.uk with your order number, by Wednesday 16 December 2026. Orders can't be cancelled online.
- After 16 December, contact us and we'll do what we can. The same refund rules apply.
- We'll confirm by email and tell you what's being refunded.
Turkey deposits
- If you cancel, we keep the £20 deposit for each turkey cancelled. We order turkeys in advance, and the deposit covers that.
- If we cancel, or can't supply your turkey, the deposit is refunded in full.
- If you remove one turkey from an order with two, only that turkey's deposit is kept.
- If we offer a substitute turkey and you say no, its deposit is refunded.
Orders not collected
If your order isn't collected by the end of Wednesday 23 December and we can't reach you, it counts as cancelled by you. Your turkey deposit is kept, and any other payment you've made is refunded.
Other payments towards your order
Any money you've paid towards your order, other than a turkey deposit, is always refunded if the order is cancelled, whoever cancels it.
If you've paid more than your final order total
If your items weigh in lighter than estimated and you've already paid more than your final order total, we refund the difference to your original payment method.
Gift vouchers
You can cancel a gift voucher for a full refund within 14 days of collecting it, as long as it hasn't been used.
If something is wrong with your order
Tell us at collection, or contact us as soon as possible and before cooking. If an item is faulty or not as described, we'll put it right with a replacement, a price reduction or a refund. This doesn't affect your rights under the Consumer Rights Act 2015.
How refunds are paid
- Refunds go back to your original payment method. Card refunds usually reach your account within 5–10 working days, depending on your bank.
- Cash payments are refunded in cash, by arrangement.
- We'll email you when a refund has been made.
The 14-day cancellation right
Fresh meat and poultry spoil quickly, so the legal 14-day right to cancel an online order doesn't apply to them. This policy is how cancellation works instead. Gift vouchers keep the 14-day right.
Contact
Snoutwood Trotters Limited · info@snoutwoodtrotters.co.uk · 07811 132619 · Laburnum Farm, Laburnum Lane, Great Sankey, Warrington, WA5 3LE
Last updated: 26 September 2026