Our Commitment to Quality

At Ruston Foods, we take great care in selecting and preparing our Premium range to ensure a consistently high standard of marbling, tenderness, and overall eating quality.

Each Premium product is carefully assessed and prepared to deliver a satisfying experience whether you are cooking for family, guests, or a special occasion.

We stand behind the quality of our products and want you to purchase with confidence.

Our Premium Satisfaction Guarantee

If you believe a Premium product does not meet reasonable expectations in terms of quality, marbling, or eating experience, we will review your concern and aim to make it right.

This guarantee is designed to provide reassurance while ensuring fairness for both our customers and our business.

What This Guarantee Covers

This guarantee may apply where a customer experiences:

• Marbling significantly below reasonable expectation for the product
• Texture concerns affecting normal enjoyment
• Quality concerns not caused by cooking method or handling
• Product not matching the general description
  

All claims are assessed reasonably and in good faith.

What This Guarantee Does Not Cover

This guarantee does not apply where issues arise from:

• Personal taste preference
• Overcooking or incorrect cooking method
• Improper storage or handling after delivery
• Failure to follow product storage instructions
• Natural variation inherent in fresh beef
• Minor differences in appearance that do not affect eating quality
• Change of mind
  

As with all natural products, some variation between batches is normal and does not indicate a defect.

How to Make a Claim

Step 1 — Take Photographs

If you have concerns about a product, please take clear photographs of all meat items received in your order, including packaging where possible, before disposing of any materials.

This helps us accurately identify products and batches, particularly where items may appear similar once unpacked, and allows us to investigate your concern quickly.

Without photographs, we may not be able to assess concerns fully.

Step 2 — Submit a Claim Enquiry

Please submit a claim enquiry using our contact form at the bottom of this page with:

• Your order number
• Product name(s)
• Brief description of the concern
  

Once we receive your enquiry, we may request the photographs to assist with our review.

Step 3 — Timeframe

Please contact us within 48 hours of delivery or consumption so we can review your concern promptly.

How We Resolve Claims

After review, we may at our discretion offer one of the following remedies where appropriate:

• Replacement product
• Store credit
• Partial refund
• Full refund
  

The resolution offered will depend on the nature of the concern and supporting information provided.

Our decision will be made reasonably and in line with this policy.

Natural Product Disclaimer

Beef is a natural product, and variations in colour, fat distribution, and appearance can occur between batches. These variations are normal and do not necessarily affect eating quality.

Your Statutory Rights

This guarantee is provided in addition to, and does not affect, your statutory rights under UK consumer law.

Our Approach

Our goal is simple — to provide premium beef you feel confident serving and enjoying.

If something doesn’t feel right, we encourage you to get in touch so we can review and resolve the situation fairly.