Refund Policy
Refunds and problems with an order
Because our products are fresh and perishable, the usual change-of-mind cancellation right may not apply once an order has been prepared or dispatched. This does not affect your statutory rights. If an order arrives damaged, unsafe, incorrect or not as described, contact hello@scbfish.co.uk as soon as possible and preferably within 24 hours. Include your order number, a description of the problem and clear photographs where possible. Please do not consume a product that appears unsafe, unusually warm, leaking or damaged. Keep the product and packaging available while we investigate. Where a genuine problem is confirmed, we will offer an appropriate remedy, which may include a replacement or a refund to the original payment method. Approved refunds are normally processed within 3–5 working days, although your bank may take longer to show them. We cannot normally offer a refund for change of mind, unsuccessful delivery where nobody was available to receive the order, or deterioration caused by incorrect storage after delivery. Nothing in this policy limits your rights under the Consumer Rights Act 2015.
Who You Are Buying From
SCB FISH LTD, company number 16810400, is the seller responsible for your order. Matthew Stevens & Son Ltd supports sourcing, preparation, packing and certain fulfilment activities on our behalf.
Reporting a Problem
Please contact hello@scbfish.co.uk as soon as possible and preferably within 24 hours of delivery. Include your order number, a description of the problem and clear photographs where possible.
Do not consume any product that appears unsafe, unusually warm, leaking or damaged. Keep the product and packaging available while we investigate. Reporting within 24 hours helps us investigate a perishable-goods complaint but does not replace or limit your statutory rights.
Remedies and Refund Timing
Where a genuine problem is confirmed, we will provide an appropriate remedy in accordance with the law. This may include a replacement, price reduction or refund.
Approved refunds are sent to the original payment method and are normally processed within 3–5 working days. Your bank or payment provider may take longer to display the credit.
Change of Mind, Delivery and Storage
Fresh seafood is perishable and liable to deteriorate rapidly, so the usual statutory cancellation right for distance sales will not normally apply.
We cannot normally provide a refund for change of mind, unsuccessful delivery where nobody was available to receive the order, or deterioration caused by incorrect handling or storage after delivery. This does not affect your legal rights where goods are faulty, damaged, unsafe or not as described.
Your Legal Rights
Nothing in this policy excludes or limits liability where doing so would be unlawful, including your rights under the Consumer Rights Act 2015.
Questions or complaints can be sent to hello@scbfish.co.uk or by post to SCB FISH LTD, 24 East End, Redruth, England, TR15 2EJ.