Refund policy
Rush Lobsters Ltd – Refund, Returns & Cancellation Policy
Perishable Seafood Because Rush Lobsters sells live, fresh, chilled and frozen seafood, our products are perishable and cannot normally be returned once dispatched. This does not affect your statutory rights where goods are faulty, damaged, unsafe, incorrectly supplied or not as described.
Changing or Cancelling an Order If you need to change or cancel your order, contact sales@rushlobsters.co.uk as soon as possible. If your order has not yet been prepared for dispatch, we will do our best to accommodate your request. Once perishable products have been prepared for dispatch or dispatched, cancellation may no longer be possible.
Change-of-Mind Returns We cannot normally accept returns of live seafood, fresh seafood, chilled seafood or frozen seafood simply because you have changed your mind. These products are perishable and/or require controlled storage conditions. Your statutory rights are not affected.
Damaged, Incorrect or Unsatisfactory Products If something isn't right with your order, please contact us as soon as reasonably possible after delivery. Please provide your order number, a description of the problem, clear photographs of the product, and photographs of the packaging and delivery label where reasonably possible. Please keep the product appropriately chilled or frozen while we investigate. Where we confirm there is a problem, we will provide an appropriate remedy, which may include a replacement or refund.
Live Lobsters & Live Shellfish Live products should be inspected promptly following delivery. If a lobster or other live shellfish arrives dead or in an unacceptable condition, contact us as soon as reasonably possible with photographs. We will assess the circumstances and provide an appropriate remedy where required.
Fresh & Chilled Products Fresh and chilled products should be refrigerated promptly following delivery. If you believe a product has arrived at an unsuitable temperature or in an unacceptable condition, please contact us promptly before consuming it.
Frozen Products If you are concerned about the condition or temperature of frozen seafood when it arrives, please contact us promptly and do not consume the product until the issue has been assessed.
Courier Delays If there is a courier delay affecting your perishable order, please contact us so we can assess the condition of the products. We strongly recommend that customers do not postpone or redirect perishable deliveries after dispatch. Where deterioration occurs specifically because a customer independently requested a delay or redirection, this may affect eligibility for a refund or replacement, to the extent permitted by law.
Refunds Approved refunds will be returned to the original payment method. We aim to process approved refunds promptly, although your bank or card provider may take additional time to show the refund. Your statutory rights are not affected.
Contact: sales@rushlobsters.co.uk