Terms of Sale

 
Our refund policy runs alongside your rights under the Consumer Contracts Regulations which implement the Consumer Rights Directive in UK law.

Your right to cancel an order starts the moment you place your order and ends 14 days from the day you receive it, with the exception of any frozen goods.

Your right to cancel a service starts the moment you enter into the contract and lasts 14 days.

If you are not satisfied with the goods supplied by Spotted Fin Ltd, you find them to be faulty or not as described on our website, they can be returned to Spotted Fin Ltd, provided a Spotted Team staff member has been notified by phone on +44 (0) 1923 616919 within 7 days of your goods being delivered. They must be returned within 3 working days of notification within the 7-day period before a credit, replacement or exchange can occur. The goods must be returned in the original, undamaged packaging and in perfect condition.

Please Note: Exclusions apply to Frozen/Freezer/Custom-made goods – see section below.

If the condition of the goods you receive is faulty, or is not as described on the website, we will pay for the postage for the goods to be returned to Spotted Fin Ltd for replacement or a credit once the goods have been received by Spotted Fin Ltd.

If you are not satisfied with any of the items they can still be returned for replacement or credit however you would need to cover the cost of postage. We can also arrange to collect the items at a time to suit you, however this cost will be charged to you. This can be done either by a deduction from your refund or the value of any replacement goods.

Please Note: Exclusions apply to Frozen/Freezer/Custom-made goods – see section below.

Failure to return (or make available for collection) any products you wish to be replaced or credited to Spotted Fin Ltd, in full, undamaged packaging, in perfect condition for resale (unless faulty) will result in a loss of rights for product replacement, exchange or credit from Spotted Fin Ltd. Faulty goods must also be returned in full if credit, replacement or exchange of goods is sought.
Frozen goods will not be replaced or credited for any reason unless they are faulty. If they are faulty, Spotted Fin Ltd must be contacted by phone within 24 hours of your delivery being received. Spotted Fin Ltd will also not be liable to replace items from your order if any attempt to process (including air dry, soak, glug, heat, cure, soften or harden) any goods received after delivery.
As outlined in the 'Unsigned Deliveries' section of the 'UK & European Delivery Costs' page, we are able to arrange to leave your parcel where you have instructed at your own risk if there is nobody to receive the delivery when it is attempted. Any theft, loss or damage to your goods or parcel resulting from this arrangement will not be replaced, refunded or credited by Spotted Fin Ltd.

Any damage to parcels/packaging/leakages must be recorded at delivery as ‘damaged goods’ on the delivery note and witnessed by the delivery driver/courier. This will enable us to claim from the courier's insurance and send you a free replacement.

If on opening you find your goods to be damaged or not in the condition they should be, please contact a Spotted Fin team member to arrange a replacement. Unwanted goods will be collected at the same time as the replacement is delivered.

If you do not sign your parcel as ‘damaged goods’ with the delivery driver/courier before they leave the delivery address - no replacement or credit will be given.

Should you have any queries about your order, or feedback, we would be delighted to hear from you either by phone: +44 (0) 1923 616919 or by email: hello@spottedfin.com.