This policy is written in accordance with UK consumer law, including but not limited to:
- Consumer Rights Act 2015
- Consumer Contracts (Information, Cancellation and Additional Charges)
Regulations 2013
Nothing in this policy affects your statutory rights.
Nature of Our Products
We sell -60°C frozen, chilled and fresh bluefin tuna, which is a perishable food product requiring
strict temperature control and immediate appropriate storage upon delivery.
Due to the nature of these goods, special rules apply under UK consumer law.
No Right to Cancel for Perishable Goods
Under Regulation 28(1)(d) of the Consumer Contracts Regulations 2013, the statutory 14
day right to cancel does not apply to:
Goods which are liable to deteriorate or expire rapidly
As such:
- Orders cannot be cancelled once dispatched
- We do not accept returns of perishable frozen food items
Faulty or Damaged Goods (Consumer Rights Act 2015)
Under the Consumer Rights Act 2015, goods must be:
- Of satisfactory quality
- Fit for purpose
- As described
If your order arrives faulty, damaged, or compromised, you are entitled to a remedy.
Reporting a Problem
To qualify for a remedy, all of the following conditions must be met:
- You must notify us on the same day the goods are delivered
- You must provide clear photographic and/or video evidence
- The product must be:
◦ Unused
◦ Unopened (where applicable)
◦ In its original packaging
Claims reported after the day of delivery may be declined, as we cannot verify handling,
storage conditions, or temperature integrity once the goods have been in the customer’s
possession.
Remedies Available
Where a fault or damage is confirmed, we will offer one of the following remedies, in line
with the Consumer Rights Act 2015:
- A replacement shipment
- A refund (full or partial, depending on circumstances)
- Store credit
Replacement goods will be shipped at no additional cost.
Non-Returnable & Non-Refundable Items
The following are strictly non-returnable and non-refundable:
- Gift cards or other digital products
- Products reported outside the delivery day
- Products that have been opened, used, or removed from original packaging
- Products that have not been stored correctly after delivery
Customer Responsibilities on Delivery
It is the customer’s responsibility to:
- Ensure someone is available to receive the delivery
- Inspect the goods immediately upon arrival
- Place products into appropriate frozen or refrigerated storage without delay
We cannot accept responsibility for deterioration caused by: - Missed or delayed deliveries
- Incorrect delivery information
- Failure to store goods correctly after receipt
Contact
If there is an issue with your order, please contact us on the day of delivery, quoting your
order number and providing supporting evidence.
We reserve the right to refuse a claim where we reasonably believe product quality
has been affected by handling or storage conditions outside of our control after
delivery.