Exchange Policy

Because our products are perishable seafood, exchanges are assessed strictly on a case-by-case basis and only in limited circumstances.

When an Exchange May Be Offered

We may offer a replacement if:

• The order is incorrect
• The order is materially incomplete
• The product is damaged in transit
• The product is demonstrably compromised on arrival

How to Request an Exchange

1. Contact us promptly after delivery.
2. Provide your order number and the unique box serial number.
3. Share clear photographs or a video that clearly shows the issue.
4. Retain the original packaging and the affected product until we advise you on the next steps.

Important Food-Safety Rules

For food-safety reasons, do not return any seafood without our prior instructions.

Once we review your request, we may arrange:

• A replacement shipment
• Collection of the affected product
• Another appropriate resolution

Change of Mind

We do not normally exchange correctly delivered products solely because a customer changes their mind.

All exchange decisions remain subject to applicable consumer rights and law.

Contact

For assistance with exchanges or any related concerns, please contact KOTS FISH through the official contact details on our website.