Refund and Returns Policy

At Fish and Flame, we strive to provide delicious food and outstanding service every time you order from us. However, we understand that sometimes things can go wrong. This Refund and Returns Policy outlines how we handle issues with orders, returns, and refunds.

Eligibility for Refunds

Refunds may be offered in the following situations:

  • You received the wrong order (e.g., wrong items, missing items).
  • Your food arrived in poor condition or was not cooked properly.
  • You did not receive your order (e.g., delivery did not arrive).
  • You canceled your order within the allowed time.

Non-Refundable Situations

We do not offer refunds in the following cases:

  • You changed your mind after food has been prepared or delivered.
  • You provided incorrect delivery details.
  • The order was not to your personal taste but was prepared correctly.
  • The complaint is made more than 24 hours after the order was placed.

How to Request a Refund

If you believe you’re eligible for a refund, please contact us within 24 hours of your order by providing the following:

  • Your order number or receipt.
  • A clear explanation of the issue.
  • Photo evidence if applicable (e.g., damaged food packaging, wrong item).

You can reach us at:

📍 Fish and Flame
56 Foryd Road, Kinmel Bay, LL18 5LS
📧 contact@fishflame.com
📞 01745 350057

Refund Process

  • We will review your complaint and investigate the matter.
  • If approved, refunds will be processed within 3 to 5 business days.
  • Refunds will be issued using the same method of payment used to place the order (card or cash).

Cancellations

  • Orders can be canceled within 10 minutes of placement, provided food preparation hasn’t started.
  • If preparation has begun, we may not be able to cancel or issue a refund.
  • To cancel your order, please call us immediately at [Insert phone number].

Modifications to Orders

  • If you need to modify your order (e.g., change items or delivery address), please contact us immediately.
  • We will do our best to accommodate changes before the food is prepared.

Contact Us

We value your satisfaction and take every complaint seriously. If you have any concerns regarding your order or our service, please don’t hesitate to reach out:

📧 contact@fishflame.com
📞 01745 350057
Or visit us in-store at:
📍 Fish and Flame
56 Foryd Road, Kinmel Bay, LL18 5LS