Refund & Returns Policy
House O Fish delivers fresh, market-quality seafood hand-selected before dawn at Billingsgate Market and brought directly to homes across London and the UK. Because we deal in fresh, perishable fish, our refund and returns policy is written specifically around seafood — and around making sure every order reaches you in the condition it should.
Your satisfaction matters to us. If anything is ever not right with your order, we want to hear about it quickly so we can put it right. This policy explains how we handle freshness, damaged or incorrect orders, refunds and replacements.
Last updated: June 2026
Fresh Seafood Policy
As a supplier of fresh, perishable produce, we are unable to accept general returns of seafood once it has been delivered, for food-safety and hygiene reasons. This does not affect your statutory rights where an item is not of satisfactory quality, not as described, or not fit for purpose.
Fresh fish should be refrigerated immediately on arrival and enjoyed within the recommended time. If you have any concern about an item, please contact us before cooking or freezing it so we can advise and resolve the issue.
Damaged or Incorrect Orders
If your order arrives damaged, or you receive the wrong item, please contact us as soon as possible on the day of delivery. Where you can, please keep the item and take a quick photograph — it helps us understand what happened and resolve it faster.
Once confirmed, we will arrange a refund or a replacement on your next delivery, whichever you prefer.
Our Quality Guarantee
Every fish we sell is hand-selected at Billingsgate Market, quality checked and cold-packed before it leaves us. We stand behind that quality. If an item is not as fresh as it should be when it reaches you, we will make it right — no quibbling.
We would always rather you told us than stayed disappointed.
Delivery Issues
If your delivery does not arrive, arrives outside its expected window, or there is a problem with access on the day, please let us know promptly so we can investigate with our delivery round and find the best solution.
Where a delivery fails for reasons within our control, we will arrange a refund or redelivery.
Refund Eligibility
Refunds may be issued where an item is damaged, incorrect, of unsatisfactory quality, or where a delivery has failed for reasons within our control. To help us help you, please report any issue on the day of delivery with a brief description and, ideally, a photograph.
Approved refunds are returned to your original payment method.
Replacement Policy
In many cases the simplest fix is a replacement. Where an item was damaged, incorrect or below standard, we are happy to replace it on your next weekly delivery instead of refunding, if you would prefer.
Just let us know which you would rather, and we will sort it.
How to Contact Us
The fastest way to reach us about an order is through our WhatsApp community or by email at [email protected]. Please include your name, the delivery date and a short description of the issue.
A quick message with a photo is usually all we need to put things right.
Response Times
We aim to respond to all order-related enquiries quickly, and to resolve genuine freshness, damage or delivery issues as a priority. Reaching out on the day of delivery always gives us the best chance to fix things straight away.
We will always do our best to respond promptly and fairly.
Our promise to you
The Freshness Promise
Every order is hand-selected before dawn at Billingsgate Market, quality checked and cold-packed for delivery. If your seafood is ever not as fresh as it should be when it reaches your door, contact us and we will replace it or refund it. That is our promise — the same standard of fish we would expect for our own family.
Need help?
We’re Here To Put Things Right
If there is ever an issue with your order, please contact us immediately and we’ll always do our best to put things right.