Refund policy

Due to the perishable nature of our products (fresh and frozen salmon), the products cannot be returned and you do not have a legal right to cancel your order. Please see our Terms of Sale for further detail on cancellations. If our product is damaged or defective, we may be able to offer a refund or product replacement, subject to the terms of this policy.

Defective Products

Please inspect your order upon delivery or collection.

If you think there is something wrong with your product or if you receive the wrong product, please let us know immediately and within 48 hours of delivery or collection of the product.

Once we have received your complaint, we will evaluate your complaint, and we may offer you a refund or a product replacement.

Please note that replacements are not always possible if an item is out of stock or if it is a seasonal product.

To make a complaint and/or request a refund, you can contact us via phone on +44 131 718 8500, or via email on webshopuk@bakkafrost.com.

Eligibility for a Refund or Replacement

To be eligible for a refund or product replacement:

·       a complaint must be raised within 48 hours of delivery of the product;

·       the product must be unopened and in its original packaging; and

·       you must provide receipt or proof of purchase, and photo evidence of your defective or damaged product.

Please note you will not be eligible for a return or product replacement if the product is damaged or defective as a result of your failure to accept and receive the products at the delivery address on the day of delivery or you failed to collect the goods on the day of delivery.

Refunds

We will notify you once we’ve processed your complaint, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at webshopuk@bakkafrost.com.