Refund Policy – Fiddlers Elbow Fish & Chips

At Fiddlers Elbow Fish & Chips, we pride ourselves on cooking every order fresh to ensure the highest quality and satisfaction for our customers. As a food business preparing perishable goods made to order, we operate in accordance with UK Consumer Rights Law, which recognises that certain exemptions apply to perishable items.

Perishable Goods – No Refunds

Under UK consumer law, the right to cancel an order does not apply to perishable goods, including freshly prepared hot food. As such, we are unable to offer refunds on any food items once an order has been placed, whether online, by phone, or in person.

This includes, but is not limited to:

  • Orders placed incorrectly by the customer (e.g. wrong items, incorrect quantities, allergens).
  • Orders placed for the wrong collection time and/or date.
  • Change of mind after the order has been placed.
  • Orders not collected at the specified time or within a reasonable time.

We encourage all customers to double-check their order details carefully before confirming payment.

Discretionary Refunds or Store Credit

In exceptional cases, management may decide at their sole discretion to issue a full or partial refund or store credit.

Should this occur:

  • We reserve the right to deduct any payment processing fees incurred by the business.
  • A £1 administration fee will be deducted to cover handling.
  • Refunds may be issued as store credit/vouchers, at our discretion.

Please note that discretionary refunds are not guaranteed and are evaluated on a case-by-case basis.

If a refund is issued to the original payment method, please allow 5–10 business working days for the funds to appear in your account. (This timeframe is dependent on your bank or payment provider).

Our Commitment

While refunds are not generally offered, we are committed to ensuring our customers enjoy a quality experience.

How to Contact Us

If you believe there has been an issue with your order, please contact us as soon as possible by email or in person. Providing details, including your order number and the nature of the concern, will help us resolve the matter quickly and fairly.