Refund Policy

Fresh fish cannot be resold once it has left us, so we cannot take back orders because you changed your mind. If anything is wrong with your order, we put it right.

Check your order on delivery

Please check your order when it arrives. If an item is missing, wrong, prepared differently from what we confirmed, or not fresh, message us on WhatsApp at +971 54 575 3818 within 2 hours of delivery. Send a photo of the item and its packaging, and keep the item in the fridge until we reply.

What we do

• Replacement. We deliver the correct or a fresh item, usually on the same or the next delivery.
• Refund. If you prefer, or a replacement is not available, we refund the price of the affected item. Cash payments are refunded in cash or by bank transfer; card payments are refunded to the same card.
• Short weight. If an item weighs less than we confirmed, we refund the difference.

When we cannot offer a refund

• The problem is reported more than 2 hours after delivery
• The fish was cooked, frozen or left unrefrigerated after delivery
• Natural differences in size, colour or yield after cleaning that are within the estimate shown

Cancelling an order

You can cancel free of charge on WhatsApp until we start cleaning and cutting your fish. After that, the fish is prepared for you and cannot be sold to anyone else, so the order can no longer be cancelled. If we cannot deliver at the agreed time, you can cancel and receive a full refund of anything you have paid.

How long refunds take

We send refunds within 3 working days of agreeing them. Card refunds can take a further 5 to 10 working days to appear, depending on your bank.