Refund policy

1. Refund policy

**Fresh food, made for you**

Every Lobster Box is prepared fresh by our chef for your chosen delivery date, from seafood landed by Cornish day boats. Because it's perishable food made to order, we can't accept returns, and the usual 14-day right to cancel online orders doesn't apply to fresh food (Consumer Contracts Regulations 2013). Your rights if something is wrong are explained below, and they aren't affected.

**Changing or cancelling your order** (please confirm)

You can change your delivery date or cancel for a full refund up to **12pm, 48 hours before your delivery date**, the same cut-off as for placing orders. After that, we've bought your seafood and started preparing your box, so we can't offer a refund. We'll always try to help if you get in touch, though.

**If something isn't right**

We want every box to arrive perfect. If anything is missing, damaged, not as described or not up to standard:

1. Email **orders@lobsterboxcornwall.co.uk** within **24 hours of delivery** with your order number and a photo.
2. Keep the food chilled in the meantime.
3. We'll put it right with a replacement, a partial refund or a full refund, depending on what's happened.

This doesn't affect your statutory rights under the Consumer Rights Act 2015.

**Deliveries that can't be completed**

If we can't deliver because the address, postcode or What3Words given at checkout was incorrect or incomplete, or the box couldn't safely be left, we're unable to offer a refund. We'll always try to contact you first, so please give a phone number when you order.

**If we have to cancel**

Very occasionally, rough seas mean the boats can't go out, or something outside our control stops a delivery. If that happens, we'll contact you as soon as we can and offer another date or a full refund. Where an ingredient isn't available, we may swap it for one of equal or better quality and tell you before delivery.

**Our packaging**

You're welcome to return our wool-lined packaging and ice packs to us free of charge so we can reuse them. Just email us and we'll explain how.

**How refunds are paid**

Refunds go back to your original payment method, usually within 5 to 10 working days.