Refund policy

At Caught & Delivered, we are committed to excellence and your complete satisfaction. Every order is handled with care to ensure the highest quality seafood reaches your door. If something isn’t right, we’ll do our best to make it right.

Perishable Products Policy

Due to the perishable nature of frozen seafood, we do not accept returns once the product has been delivered. The only exception applies to deliveries made with our own vehicles. If there is evidence upon delivery that the product is unsafe to eat, and reported at the point of delivery, our driver will collect the affected product, and a full credit will be issued.

As seafood products cannot be resold or reused once delivered, we maintain a strict no-return policy to ensure the highest standards of food safety and quality.

Refunds & Replacements Eligibility

We may offer a refund or replacement under the following circumstances:

• Your order arrived damaged
• You received the wrong item(s)
• The product was spoiled or unsafe to consume upon delivery
• Your order was missing item(s)

Important: To be eligible for a refund or replacement, you must notify us within 2 hours of deliveryand provide photo evidence (if applicable). Please include clear images and your order number when contacting us.

How to Report an Issue

To report a problem, please contact us as soon as possible via email or phone:

Email: hello@caughtanddelivered.co.uk
Phone: 01279 50 10 51

When getting in touch, include:

• Your full name
• Your order number
• A brief description of the issue
• Photos (if applicable)

Refund & Replacement Process

Once your claim is reviewed and approved, we’ll issue a refund to your original payment method within 5–7 business days. Depending on the issue, we may offer:

• A full refund
• A partial refund
• A replacement delivery at no extra charge

The final decision will be made at the discretion of our customer service team based on the circumstances of the case.

Failed Delivery Policy

We cannot issue refunds for missed deliveries caused by:

• An incorrect shipping address
• The recipient being unavailable at the time of delivery

Please ensure that your delivery details are accurate and that someone is available to receive the package on the scheduled day.

Storage Responsibility

Once delivered, it is the customer’s responsibility to properly store all seafood items. Refunds will not be issued for products that spoil due to improper storage after delivery.

Non-Refundable Situations

Refunds or replacements will not be issued for:

• Perishable seafood once delivered
• Returns sent without prior authorisation
• Claims reported more than 2 hours after delivery
• Products that were improperly stored after receipt

If you have any further questions about our policy, please don’t hesitate to reach out.