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Refunds, Returns & Replacements Policy

Last updated: 19 November 2025

At Ash Smoked Fishes we take pride in the quality of our smoked fish and seafood. We handle, prepare and pack everything with care, and we want you to be completely happy with your order.

Fresh & Perishable Goods

Most of our products are fresh, chilled and highly perishable. Because of this, we are unable to accept returns of fresh or chilled products simply because you have changed your mind. This does not affect your statutory rights if there is a problem with the goods.

If There Is a Problem With Your Order

If something is not right with your order, please contact us as soon as possible so we can put it right. For example:

  • The order is damaged on arrival
  • Items are missing or incorrect
  • There is a quality issue with a product

Please let us know within 24 hours of delivery or collection and, where possible, include a photo of the issue so we can investigate. We may offer a replacement, a partial refund or a full refund, depending on the circumstances.

Incorrect or Missing Items

If we have sent the wrong item, or something is missing from your order, please contact us as soon as you notice. We will either:

  • Deliver the missing or correct item, or
  • Arrange a suitable alternative, or
  • Provide a refund for the item in question

Click & Collect Orders

For Click & Collect orders, we will hold your order chilled for a reasonable period on the agreed collection day. If you are delayed, please contact us and we will do our best to help.

If an order is not collected on the agreed day and we do not hear from you, the products may no longer be safe to eat and we may need to dispose of them. In that case, we are unable to offer a refund, as the goods are perishable.

Cancellations

If you need to cancel an order, please contact us as soon as possible.

  • For fresh and made-to-order items, we may not be able to cancel once preparation or smoking has started, especially if the products have already been cut, smoked or packed.
  • Where we have not yet begun preparing your order, we will normally be able to cancel and provide a refund.

We will always act fairly and reasonably, but as a small, fresh-food business we cannot guarantee cancellation or refunds once work has begun on your order.

Products Sold by Weight

Some products are sold by weight (for example, per kilo). As fish naturally varies in size, the exact weight of your portion may differ slightly from the amount selected. We always cut as close as possible and we never overcharge deliberately. If there is any significant difference, we will adjust the price fairly or provide an equivalent portion.

How Refunds Are Processed

Where a refund is agreed, we will process it back to the original payment method (for example, card or online payment) within a reasonable timeframe. Depending on your bank or payment provider, it may take a few working days to appear in your account.

Contact Us About an Issue

If you have any questions or concerns about your order, or you need to report a problem, please contact us:

Email: ashaldeburgh@gmail.com
Or use the contact form on our website.

The sooner you get in touch, the easier it is for us to help.