Returns, Refunds & Delivery of Perishable Goods Terms and Conditions
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Perishable Goods
Our frozen plant-based fish products are perishable goods.
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory 14-day right to cancel does not apply to perishable goods once they have been dispatched.
Accordingly, all sales are final once dispatched, and we do not accept returns or exchanges for these products.
Storage instructions: Keep frozen. Please place in the freezer immediately upon arrival and store frozen at all times.
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Delivery Responsibility & Missed Deliveries
We use 24 hour Tracked Delivery and aim to dispatch your items as soon as possible.
Customers are responsible for ensuring that appropriate arrangements are in place to receive their delivery, including:
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Ensuring someone is available at the delivery address
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Monitoring delivery tracking information once it has been provided
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Coordinating delivery arrangements directly with the courier where required
If delivery is delayed, unsuccessful, or missed due to customer unavailability, incorrect delivery information, or failure to follow tracking updates, we accept no liability for any resulting deterioration in product quality.
No refunds or replacements will be issued in these circumstances.
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Delivery Delays & Product Condition
While we take all reasonable steps to ensure products are correctly prepared, packaged, and dispatched in a frozen condition, we are not responsible for delays caused by third-party couriers once the order has been dispatched.
We are not liable for:
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Delivery delays caused by the courier
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Failed delivery attempts
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Products arriving later than expected
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Products no longer being frozen or chilled to the desired temperature as a result of delivery delays or failed delivery attempts beyond our control
Due to the perishable nature of frozen goods, any such delays may result in loss of quality, for which no refund or replacement will be provided.
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Quality on Dispatch
We warrant that all frozen plant-based fish products are dispatched in a satisfactory condition, appropriately frozen, and in accordance with their description at the point of dispatch.
Once delivery has been attempted in accordance with the provided delivery details, responsibility for the condition of the product transfers to the customer, subject to their statutory rights.
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Consumer Rights
Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015.
If a product is faulty, unsafe, or not as described at the point of dispatch, you may be entitled to a refund or replacement in accordance with UK consumer law.
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Refund Discretion
We reserve the right, at our reasonable discretion, to refuse refunds or replacements where the conditions set out above are not met and where no breach of statutory consumer rights has occurred.