Refund policy

Refund & Returns Policy (UK – Online Sale of Goods)

Last updated: 19/02/2026

1. Overview

We want you to be satisfied with your purchase. This Refund & Returns Policy explains your rights and how we handle returns, cancellations, and refunds for goods purchased through our website.

This policy is provided in accordance with UK consumer protection law. Your statutory rights are not affected.

2. Your Right to Cancel (Cooling-Off Period)

If you are a consumer purchasing goods online, you have the right to cancel your order within 14 days without giving any reason.

The cancellation period expires 14 days after the day you receive the goods.

To exercise your right to cancel, you must inform us of your decision by clear written communication (for example, email or post). Contact details are provided at the end of this policy.

3. Returning Goods After Cancellation

If you cancel your order:

  • You must return the goods within 14 days of notifying us

  • Goods should be unused, in their original condition, and with original packaging where possible

  • You are responsible for return shipping costs unless the item is faulty or incorrect

We recommend using a tracked service, as you remain responsible for the goods until we receive them.

4. Refund Process

Once we receive the returned goods, we will:

  • Inspect the items

  • Process your refund within 14 days

Refunds include the standard delivery cost originally paid (if applicable), but not any premium delivery upgrades.

Refunds will be issued using the original payment method unless otherwise agreed.

5. Faulty, Damaged, or Incorrect Goods

If goods are faulty, damaged, or not as described:

  • Contact us as soon as possible

  • You may be entitled to a repair, replacement, or full refund

We will cover reasonable return shipping costs for faulty or incorrect items.

6. Non-Returnable Items

Certain goods may not be eligible for cancellation or return, including:

  • Perishable goods

  • Personalised or custom-made items

  • Sealed goods unsuitable for return for hygiene reasons once opened

  • Gift Cards

These exceptions do not affect your rights regarding faulty goods.

7. Condition of Returns

We reserve the right to reduce a refund if returned goods show signs of excessive handling beyond what is necessary to inspect them.

8. How to Start a Return

To request a cancellation or return, contact us:

Email: hello@highlandfishkeeping.couk
Address: 78 Firthview Drive, Inverness, IV3 8QE
Order number: Please include with all correspondence

We will provide instructions for returning your item.

9. Your Legal Rights

None of this affects your statutory rights.