Refund and Returns Policy

Effective Date: 1st December 2025
Last Updated: 18th December 2025

Welcome to Stephsam Ventures. We are committed to providing the highest quality fresh seafood and outstanding customer service. This Refund & Returns Policy outlines your rights and our procedures regarding refunds and returns for purchases made on our website: https://stephsamventures.co.uk/.

1. Overview

At Stephsam Ventures, we want you to be fully satisfied with your order. Due to the nature of our products — fresh seafood — we cannot accept returns in the traditional sense. However, we do offer refunds or replacements in specific circumstances to ensure you receive items in prime condition.

2. Eligibility for Refunds & Replacements

Your order may be eligible for a refund, replacement, or credit if:

2.1 Damaged or Faulty Items

• Items delivered in poor quality, spoiled, damaged, or not as described.
• Packaging significantly compromised.
• Seafood that appears unsafe to consume.

To qualify, you must notify us within 12 hours of delivery.

2.2 Missing or Incorrect Items

• Incorrect product(s) delivered.
• Missing items from your order.

Report these within 24 hours of delivery.

3. How to Request a Refund or Replacement

To initiate a request:

1. Email us at: stephsamventures@gmail.com
2. Include:
   • Your order number
   • A brief description of the issue
   • Photos of the delivered items

Once we receive your request and evidence, we will respond within 24 hours with the next steps.

4. Assessment & Resolution

Upon receiving your notification:

• We will review your submission immediately.
• We may ask for further information.
• We will confirm whether you qualify for:
  • Full refund
  • Replacement delivery
  • Store credit

Decisions are based on the evidence provided and the condition of the delivered product.

5. Refund Options

Depending on the situation, refunds may be issued as:

• Original payment refund (back to your card or payment method)
• Store credit for future purchases
• Replacement delivered at no extra cost

Refund times may vary depending on bank or payment provider processing times.

6. Returns of Seafood Items

Due to health, safety, and freshness standards:

• We do not accept seafood returns unless otherwise instructed.
• Damaged/faulty items will be documented and resolved through the photos and information you provide.

If we require a return for quality checks, we arrange collection at our cost.

7. Non-Returnable Items

Certain items cannot be refunded or exchanged, including:

• Fresh seafood that was correctly delivered and accepted
• Items past the notification window
• Products altered or cooked by the customer

8. Delivery Issues & Claims

If your order:

• Arrived late
• Was left in unsafe conditions
• Was not delivered at all

Contact us immediately. We will investigate and coordinate with our delivery partners to resolve the matter.

9. Cancellations

9.1 Before Dispatch

You may cancel your order before it is dispatched for a full refund.

9.2 After Dispatch

Orders already dispatched and in transit cannot be cancelled but may be eligible for a refund or replacement if they meet the criteria above.

10. Customer Responsibilities

To ensure your claim is valid:

• Notify us within the timeframes listed
• Provide clear photographs and correct order details
• Preserve packaging until assessed

11. Contact Us

For refunds, replacements, and concerns:

📧 Email: stephsamventures@gmail.com

12. Policy Changes

We may update this policy periodically. When changes occur, the updated version will be posted on this page with the revised date.