The Fish Shop – Terms & Conditions

1. About Us

The Fish Shop
110a Frimley Road
Camberley
Surrey

When you place an order through our website, you agree to the terms below.

Nothing in these terms affects your legal rights as a consumer.

2. Collection Only – No Delivery

We do not offer a delivery service.

All orders placed through our website are for collection only from The Fish Shop, 110a Frimley Road, Camberley, during our normal opening hours.

By placing an order, you are confirming that you understand this is a collection service only.

If an order is placed incorrectly for delivery we will cancel the order and refund it minus a £5 admin charge to cover non-refundable payment processing and platform fees

3. Placing an Order

When you place an order, you are making an offer to purchase the items in your basket.

All orders are subject to acceptance by us. We reserve the right to refuse or cancel an order, for example if:

• An item is unavailable

• There has been a pricing error

• The order has been placed incorrectly

• We believe the order is not genuine

If we cancel your order before preparation begins, you will receive a full refund (less any applicable admin charge under Section 2).

4. Availability, Sizes & Substitutions

We work with fresh, seasonal fish and seafood. Availability can change daily due to weather, landings and supply conditions.

If an item you have ordered is unavailable, we may:

• Contact you to offer a suitable alternative

• Suggest a different size or preparation

• Or issue a refund

Any substitute offered will always be of equal or higher value. We will never replace an item with something of lower quality or value without your agreement.

Because fish are natural products, sizes and weights may vary. Where items are sold by weight, there may be a small adjustment up or down to reflect the actual fish prepared for you.

We will always aim to communicate any significant changes before collection.

5. Prices & Payment

All prices are shown in pounds sterling (£) and include VAT where applicable.

Payment is taken at the time of ordering.

If a payment is declined or fails, we will not process the order.

We reserve the right to update prices at any time, but the price confirmed at checkout will be honoured for your order.

6. Cancellations

You may cancel your order up to 48 hours before your collection date.

Refunds for cancelled orders will be issued minus a £5 administration charge, which covers non-refundable payment processing and online platform fees.

If we have already begun preparing or ordering stock specifically for your order, cancellation may not be possible and a refund may not be given. This is because our products are perishable and often prepared to order.

If you simply wish to move your collection to a later date within the 48 hour cancellation window, and no refund is required, no administration charge will apply. The £5 charge only applies where a refund is processed

7. Collection & Holding of Orders

Orders must be collected on the agreed collection date during our opening hours.

We prepare orders as close to collection time as possible to ensure maximum freshness.

If an order is not collected on the agreed date, we may hold it for up to 24 hours where possible. After this time, due to the highly perishable nature of fresh fish, we may dispose of the goods if quality can no longer be guaranteed.

We will never supply products where we believe freshness or quality has been compromised.

Orders not collected within a reasonable timeframe will not be eligible for refund.

8. Fresh & Perishable Goods

We take great care to ensure all fish and seafood is fresh, properly handled and prepared to a high standard.

Because our products are perishable, any concerns must be raised as soon as reasonably possible after collection and within the product’s use-by date.

We may ask for the product (or photographs of it) to be returned or provided so we can assess the issue.

If a product is not of satisfactory quality, not fit for purpose, or not as described, we will offer a replacement or refund in accordance with your consumer rights.

9. Age Restrictions

Certain products may only be purchased by customers over 18. By placing an order, you confirm that you meet any relevant legal age requirements.

10. Our Liability

If something goes wrong due to our fault, our liability is limited to the value of the goods purchased.

Nothing in these terms limits or excludes liability for death or personal injury caused by negligence.

11. Circumstances Outside Our Control

We are not responsible for delays or failure to fulfil orders caused by events beyond our reasonable control, including severe weather, supplier failure, transport disruption, power outages or other unforeseen events.

12. Changes to These Terms

We may update these Terms & Conditions from time to time. The version in place at the time you place your order will apply.

13. Governing Law

These terms are governed by the law of England and Wales.