Returns & Refunds Policy

At The Whitby Catch, we take great care to ensure your order reaches you in the best possible condition.

Because we sell fresh and frozen seafood, many of our products are perishable. This means they cannot be returned or refunded simply because you have changed your mind once they have been dispatched or delivered.

This does not affect your statutory rights.

Damaged, faulty or incorrect items

Please inspect your order as soon as it arrives. If your item is damaged, defective, spoiled, or you have received the wrong item, please contact us immediately at enquiries@thewhitbycatch.co.uk.

To help us resolve the issue as quickly as possible, please include:

• your order number

• a description of the issue

• clear photos of the product and packaging where relevant

We will review the issue and, where appropriate, offer a replacement, refund or other suitable resolution.

Perishable goods

For food safety reasons, we are unable to accept returns of fresh, frozen or chilled seafood unless the item is faulty, damaged, spoiled, or not as described.

Please do not send food items back to us unless we have specifically asked you to do so.

Change of mind cancellations

Orders for perishable goods, including fresh, frozen and chilled seafood, cannot usually be cancelled or returned once they have been prepared, packed or dispatched.

If you need to cancel or amend an order, please contact us as soon as possible at enquiries@thewhitbycatch.co.uk. We will do our best to help, but this may not always be possible once your order is being processed.

Non-perishable items

If we sell any non-perishable items, such as merchandise or gift products, these may be returned within 30 days of delivery, provided they are unused, in their original condition and packaging, and you have proof of purchase.

To request a return for a non-perishable item, please contact us at enquiries@thewhitbycatch.co.uk before sending anything back. Items returned without first contacting us may not be accepted.

Refunds

If a refund is approved, we will refund you to your original payment method. We will let you know once the refund has been processed.

Please remember that it can take time for your bank or card provider to process and show the refund on your account.

If more than 15 business days have passed since we approved your refund, please contact us at enquiries@thewhitbycatch.co.uk.