Return Policy
Learn about our return and refund policies
Return Policy
Due to the perishable nature of our products (fresh fish, caviar, etc.), we adhere to a strict and limited return policy in accordance with UK food safety regulations.
- No Returns for Change of Mind: We cannot accept returns or offer refunds if you simply change your mind, ordered the wrong item, or if the product has been consumed, stored incorrectly, or opened after delivery. Perishable goods are exempt from the statutory right to cancel under the Consumer Contracts Regulations ("cooling-off period").
- Refunds for Faulty/Damaged Goods Only: You are entitled to a full refund or replacement only if the product is proven to be faulty, unfit for consumption, or significantly damaged upon arrival. This is in line with your legal rights regarding unsatisfactory quality.
- Claim Procedure:
- You must notify us immediately upon receipt (within a maximum of 4 hours of delivery) if you believe the goods are faulty or damaged.
- You must provide clear photographic evidence of the fault, the product packaging, and the delivery box.
- Do not discard the product. We may require you to retain the product for inspection.
- Incorrect Delivery Address/Recipient Absence: We cannot offer refunds for spoilage resulting from an incorrect address provided by the Customer or the Customer's failure to be present to receive the delivery and immediately refrigerate the products.