Last updated: 5 July 2026

Our freshness guarantee

Every order is cut, prepared and packed by hand on the day it leaves us. If what arrives is not in the condition you would expect from a good fishmonger — not fresh, damaged in transit, or not what you ordered — tell us within 24 hours of delivery or collection and we will make it right with a replacement or a refund. A quick photo of the item and its packaging helps us resolve it fastest. Call or WhatsApp 07931 359624.

Cancelling an order

Fresh fish and seafood are perishable, so under the Consumer Contracts Regulations 2013 the standard 14-day online cancellation right does not apply to them. In practice:

Before we start preparing your order — contact us as soon as possible and we will cancel it with a full refund.
Once your order has been prepared or dispatched — we cannot accept a change-of-mind cancellation, because the fish has been cut to your order and cannot be resold.

Missed deliveries and collections

Chilled seafood cannot be redelivered another day, so please make sure someone is available at the address you give us. If a courier delivery fails because nobody was available, or a Click & Collect order is not picked up on the day, we cannot refund the perishable goods — though we will always try to contact you first before an order goes to waste.

How refunds are paid

Refunds go back to the card you paid with, processed through Stripe. Once we confirm a refund it usually appears in your account within 5–10 working days, depending on your bank.

Faulty or incorrect items

If we sent the wrong item, or an item is faulty, we will refund or replace it and cover any return or redelivery — this is in addition to the guarantee above, and your statutory rights under the Consumer Rights Act 2015 are not affected.

Contact

PGM Fishmongers · 4A Plaza Parade, Ealing Road, Wembley HA0 4YA · Phone/WhatsApp: 07931 359624 · Mon–Sat 8am–7pm, Sun 9am–4pm.