Returns & refunds policy

Our approach

Fresh seafood, sashimi, and beef are perishable. We cannot accept returns for personal reasons (change of mind, taste) after you have received your order, but we always take responsibility for problems on our side.

When we replace or refund

• Wrong item, wrong cut or portion, or missing quantity.
• Product not in good condition on arrival: unusual smell, abnormal color, no longer cold, torn or leaking packaging.
• Product significantly different from its description on the website.

Conditions

• Tell us via our hotline 0965 130 828 within 2 hours of receiving your order, and before cooking or eating the product.
• Send photos or a video of the product, packaging, and label.
• Keep the product for us to check. Products left at room temperature for a long time or not stored as instructed are not eligible.

How we resolve it

Depending on the issue and your preference, we will:

• Send a replacement or an equivalent item, with free delivery; or
• Refund the affected items. If the whole order is affected, we also refund the delivery fee.

Cancelling an order

• Before we start preparing (trimming, cutting, weighing): you can cancel free of charge and get a 100% refund of anything paid.
• After the products have been trimmed, cut, or weighed for your order: the order cannot be cancelled, because cut fresh products cannot be resold.
• Items sold by weight: if you do not agree with the price after weighing, contact us before paying and we will adjust or cancel.
• We may cancel an order if items are out of stock, the address is outside our delivery area, or we cannot reach you. Anything you have paid will be refunded in full.

To cancel, call our hotline 0965 130 828 with your order code.

Refunds

Refunds are made by bank transfer to the account you provide within 3 working days after we confirm the refund. If you paid cash at the store, you can receive the refund in cash.

Storage tips

• Sashimi: eat on the day of delivery and keep at 0–4°C until serving.
• Fresh fish and beef: keep in the fridge at 0–4°C and use within 1–2 days; freeze at −18°C to keep longer.
• Thaw in the fridge, not at room temperature, and do not refreeze after thawing.