Returns, Refunds & Terms of Sale

Last Updated: June 2026

Our Quality Promise

At The Fish & Food Co., we take pride in supplying premium fish products that are carefully sourced, properly stored and delivered with care.

We stand behind the quality of our products and want every customer to have a positive experience. If something isn't right, please contact us as soon as possible and we'll work with you to resolve the matter fairly and promptly.

Returns & Refunds

Due to the perishable nature of our products and food safety regulations, we are unable to accept returns of fish or food products once they have been delivered.

However, we may offer a replacement, store credit or refund where:

• An incorrect item was delivered.
• A product was damaged during delivery.
• A product arrives in an unsafe condition.
• A verified quality issue exists.

All quality-related concerns must be reported within 24 hours of delivery.

To assist with any investigation, customers may be asked to provide photographs of the product, packaging and delivery label.

Products That Cannot Be Returned

We are unable to offer refunds, replacements or credits where:

• A customer changes their mind after delivery.
• Products have been stored incorrectly after delivery.
• Products have been left unattended for an extended period after delivery.
• Products have been thawed, defrosted or partially consumed.
• An order was placed incorrectly by the customer.
• Dissatisfaction relates to personal taste or preference rather than product quality.

Delivery Policy

We currently deliver within Johannesburg and selected surrounding areas.

Orders placed and paid for before 12:00pm on business days may qualify for same-day delivery, subject to stock availability and route scheduling.

While every effort is made to meet estimated delivery times, delays may occasionally occur due to traffic, weather conditions or circumstances beyond our control.

Receiving Your Delivery

Customers are responsible for:

• Providing accurate delivery information.
• Ensuring someone is available to receive the order.
• Refrigerating or freezing products promptly upon delivery.

Ownership and responsibility for products pass to the customer once delivery has been completed.

Failed Deliveries

If delivery cannot be completed because:

• No one is available to receive the order;
• The delivery address supplied is incorrect;
• Access to the delivery location cannot be obtained;

The Fish & Food Co. reserves the right to charge an additional delivery fee for any re-delivery attempt.

Product Availability

While we strive to maintain accurate stock levels, products may occasionally become unavailable.

Should this occur, we may contact you to arrange:

• A suitable substitute;
• Store credit; or
• A refund for the unavailable item.

Product Weights & Natural Variations

Fish is a natural product and slight variations in size, shape, colour and weight may occur.

Where approximate weights are provided, reasonable variations may apply.

Product photographs are intended as a guide only and may not represent the exact item received.

Bones & Allergens

Although every effort is made to remove bones where applicable, fish products may contain bones.

Customers should exercise appropriate caution when preparing and consuming fish products.

Products may be packed or handled in facilities that process other food products. Customers with severe allergies are encouraged to contact us prior to ordering.

Limitation of Liability

The Fish & Food Co.'s liability shall be limited to the value of the affected product or order.

We shall not be liable for indirect, consequential or incidental losses arising from the use, storage or consumption of our products.

Contact Us

If you have any questions regarding your order, please contact us:

The Fish & Food Co.

📧 thefishandfoodco@gmail.com

📱 WhatsApp: 083 313 7964

🌐 www.fishandfood.co.za