Last updated: 27 October 2026
Wright’s Tender Meats (“we”, “us”) is a family butcher at 90 Wrights Road, Kellyville NSW 2155. This policy explains what happens if something is wrong with an order you placed through wrightstendermeats.com or our app.
Nothing in this policy takes away rights you have under the Australian Consumer Law. Those rights apply no matter what this page says.
Your rights under the Australian Consumer Law
Everything we sell comes with consumer guarantees that cannot be excluded. In short, what we sell you must be:
- of acceptable quality — safe, fit to eat, and free from defects
- fit for the purpose we described
- as described, in weight, cut and quantity
If we fail a consumer guarantee, you are entitled to a remedy. For a major problem — for example meat that is unsafe or clearly not what you ordered — you may choose a refund or a replacement. For a minor problem we may choose to replace the item or refund it.
Fresh meat and food safety
We sell fresh, perishable food. Once meat has left our premises we cannot verify how it has been stored, so for health and safety reasons we cannot accept meat back into our shop, and we do not offer change-of-mind refunds on fresh products.
This does not reduce your rights above. If there is something wrong with the meat, you are still entitled to a remedy — we simply resolve it without you returning the product.
Please contact us as soon as you can, and within 24 hours of pickup or delivery, so we can act while the problem is still identifiable. Keep the product refrigerated and, if you can, send us a photo.
How to tell us about a problem
Call (02) 9629 9333 or reply to your order confirmation email. Please have your order number ready, and tell us:
- which item was wrong
- what the problem was
- a photo, if you have one
We aim to respond the same trading day.
When we will refund or replace
We will refund or replace an item where:
- it is not what you ordered, or is missing from your order
- the weight or cut is materially different from what you were charged for
- it was not of acceptable quality when you received it
- your delivery did not arrive during the window you booked, and you no longer want it
Refunds go back to the original payment method. Card refunds are processed through our payment provider and usually appear within 5–10 business days, depending on your bank. Cash-on-delivery orders are refunded in store or by bank transfer, whichever suits you.
Cancelling or changing an order
Before we have prepared your order, call us and we will cancel or change it and refund you in full.
Because we cut to order, once your order has been prepared we may not be able to cancel it. If that happens we will talk to you about the options — in most cases we can hold it for collection at a time that suits you.
Pickup orders you do not collect
We hold prepared orders refrigerated until the end of the trading day you chose. If you cannot make your slot, call us and we will rebook it.
If an order is not collected and we have not heard from you, we cannot keep perishable food beyond that day. We will try to contact you before any order is disposed of.
Delivery orders
We deliver Tuesday to Friday, between 1:00 pm and 3:00 pm, to postcodes 2153, 2154, 2155, 2768 and 2769. Delivery is free on orders over $100.
Because the order is fresh food, someone needs to be there to receive it. If nobody is home and we have no safe, shaded place to leave it, we will take it back to the shop and call you to arrange collection or redelivery. We cannot refund meat that was left unattended against our advice and later spoiled.
If we miss your window, tell us — we will make it right.
If we cannot agree
If you are not happy with how we have handled something, ask to speak to the owner on (02) 9629 9333. You can also contact NSW Fair Trading, or the Australian Competition and Consumer Commission at accc.gov.au.
Contact
Wright’s Tender Meats
90 Wrights Road, Kellyville NSW 2155
(02) 9629 9333