Refund policy

We are committed to providing the freshest and highest quality oysters directly from Whitstable to your table. However, we understand that issues can sometimes arise, and we have established the following refund policy to ensure clarity and fairness for both our customers and our business.

Order Cancellation and Refund

- You may cancel your order 72 hours prior to the scheduled delivery, and we will try our best to process your request and send you a cancel confirmation by email or message.
- If you have paid by credit card, it may take 14 days or until your next credit card billing date to process the refund. Thank you for your understanding.

Non-returnable Items

- All oysters are non-returnable and non-refundable once delivered.

Eligibility for Refunds

1. Quality Issues:
   - If you receive oysters that you believe are not of acceptable quality, please contact us within 24 hours of receiving your order.
   - Provide a detailed description of the issue along with clear photos as evidence.
   - Include the order number and date of delivery in your communication.

2. Damage During Delivery:
   - If your oysters arrive damaged, please contact us immediately with photos of the damaged packaging and oysters.
   - Keep all packaging materials until the issue is resolved.

Refund Process

1. Initial Review:
   - Upon receiving your complaint and supporting evidence, we will conduct an initial review.
   - Clear photos and a detailed description are essential for us to process your complaint efficiently.

2. Investigation:
   - If necessary, we will contact DPD, our delivery service provider, to investigate any delivery issues.
   - The investigation may take up to 7 business days.

3. Resolution:
   - If your claim is approved, we will offer a refund, replacement, or store credit based on the nature of the issue.
   - Refunds will be processed within 7 business days after the conclusion of the investigation.
   - If a refund is issued, it will be credited to the original method of payment.

Conditions

1. Timeframe:
   - Complaints must be reported within 24 hours of delivery to be eligible for a refund.
   - We cannot process refund requests submitted after this period.

2. Evidence:
   - Clear photos and a detailed description of the issue are mandatory.
   - Failure to provide adequate evidence may result in the rejection of your refund request.

3. Delivery Issues:
   - We strive to arrange the requested delivery date; however, the actual and final delivery arrangement is subject to DPD's messages and scheduling.
   - Any issues related to DPD's delivery service will require verification with DPD before a resolution can be provided.
   - We are not responsible for delays caused by the delivery service provider but will assist in resolving such issues.

Important Note

If consumers choose to eat raw oysters, they should be aware of the associated risk. Due to their specific growing nature, oysters can be easily contaminated by pathogens (including bacteria and viruses) and chemical contaminants. Consumption of raw oysters contaminated with pathogens may cause food poisoning, affecting our health. More information about food safety please visit https://food.gov.uk.

Contact Information

To report an issue and request a refund, please send an email to business@whitstable-oyster.com with your initial report and evidence. We will follow up with further instructions as needed.

We appreciate your understanding and cooperation. Our goal is to ensure your satisfaction with every purchase while protecting the integrity and sustainability of our farm and partners.