We are committed to providing our customers with high-quality products and excellent service. We understand that, on rare occasions, circumstances may arise that warrant a refund. Please review our refund policy below for more information.

Refund Eligibility:

We do not generally offer refunds or exchanges on our products, as they are perishable items.

We are happy to send out replacement orders free of charge under the following circumstances:

1. The courier company fails to deliver your order within 48 hours of despatch.
2. Products arrive damaged or spoiled due to the fault of the courier company.

Exclusions from Refund:

We do not offer refunds for change of mind, dissatisfaction with the taste or flavour, or if the products are not to your personal liking.

Refunds will not be provided for delays or damages caused by incomplete or inaccurate delivery information provided by the customer.

Submitting a Refund Request:

To be eligible for a refund, customers must contact our customer service team within 48 hours of receiving the order.

Customers must provide clear photographic evidence of any damage or spoilage to support their refund request.

Refund Process:

Once your refund request is received and approved, we will initiate a refund to your original payment method.

Refunds may take 5-7 business days to process, depending on your payment provider.

Contact Information:

For refund requests or any other inquiries, please contact our customer service team at enquiries@biburytroutfarm.co.uk or 01285 740215.

Cancellation Policy:

Orders cannot be cancelled once they have been dispatched. Please review your order carefully before finalising the purchase.

Exceptions:

In exceptional circumstances, Bibury Fine Foods reserves the right to make case-by-case exceptions to this policy.

Please note that our refund policy is subject to change, and any updates will be reflected on our website.

No Returns Policy

We take great pride in providing high-quality products to our valued customers. To ensure clarity and transparency, please review our No Returns Policy outlined below:

1. Perishable Nature of Products: Due to the perishable nature of our fish and speciality products, we regret to inform you that we cannot accept returns or exchanges. Our products are crafted with the utmost care, and once they leave the farm, we are unable to guarantee their condition.

2. Food Safety Regulations: In adherence to food safety regulations and standards, we prioritise the health and safety of our customers. Accepting returns could compromise the integrity of our products and pose potential health risks. As a result, we are unable to accommodate returns.

3. Quality Assurance: We strive to maintain the highest standards of quality. If you encounter any issues with your order, such as damaged items or errors, please contact our customer service team within 24 hours of receiving your order. We will make every effort to address and resolve any concerns promptly.

4. Contact Customer Service: For any concerns or inquiries related to your order, please contact our customer service team at enquiries@biburytroutfarm.co.uk or 01285 740215. Our team is available to assist you and address any issues you may encounter.

5. Refund Policy (Exceptions): While we generally do not accept returns, we understand that there may be exceptional circumstances. If you believe your situation warrants consideration, please contact our customer service team to discuss your specific case.

Note: Please ensure to carefully review your order before finalising your purchase. Confirm quantities, products, and delivery details to prevent any discrepancies. We appreciate your understanding and cooperation as we work to provide you with the best possible experience.

Thank you for choosing Bibury Fine Foods.