House O Fish

Refund & Returns Policy

Last updated: May 2026

At House O Fish, every order is personally selected at Billingsgate Market and delivered fresh to your door. Because we sell fresh, perishable fish, our returns policy differs from standard retail.

Fresh Fish — No Returns

Due to the perishable nature of fresh fish, we are unable to accept returns. All sales are final once delivered. We strongly recommend inspecting your order upon delivery and contacting us immediately if there is an issue.

Quality Guarantee

We stand behind the quality of every fish we sell. Every order is hand-selected by us at Billingsgate Market before dawn. If your fish arrives in unsatisfactory condition — damaged, incorrect, or not as described — we will offer one of the following:

A full refund to your original payment method
A credit towards your next order
A replacement on your next delivery

How to Report an Issue

If you are unhappy with your order for any reason, please contact us within 2 hours of delivery with the following:

Your order number
A photo of the fish as received
A brief description of the issue

Order Cancellations

Orders can be cancelled free of charge up to Wednesday midnight before your Friday delivery. After this point your fish will have already been selected at market and we are unable to offer a refund for cancellations.

Missed Deliveries

If you are not home at the time of delivery, our driver will attempt to leave the order in a safe, cool place or with a neighbour. We cannot be held responsible for fish left unrefrigerated for extended periods after a missed delivery.

Refund Processing

Approved refunds will be processed within 3–5 business days back to your original payment method. If you paid by card, your bank may take additional time to post the refund.

Need Help?

For any questions about your order, delivery or refunds please contact us at [email protected]. We aim to respond within 2 hours during business hours.