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Refund policy

1. Overview
At The Natural Caviar, we take great care to ensure every tin of caviar reaches you in perfect condition. Because caviar is a highly perishable food item, we have tailored our refund policy to balance food safety with customer satisfaction.

2. No General Returns
Due to the perishable nature of our products, all sales are final. We cannot accept returns of opened or unopened caviar tins once they leave our facility.

3. Cancellations

  • Before Dispatch: You may cancel your order at any time up until it has been dispatched. Please email 55@thenaturalcaviar.com with your order number.

  • After Dispatch: Once your order has shipped, it cannot be cancelled. Please see Section 4 below if you experience a problem.

4. Damaged, Spoiled or Incorrect Orders
If your caviar arrives damaged, spoiled, or you receive the wrong product, please notify us within 24 hours of delivery. To request a refund or replacement:

  1. Email 55@thenaturalcaviar.com with:

    • Your order number

    • A description of the issue

    • Clear photos of the packaging and product

  2. Our Customer Care team will review your case and, if approved, offer either:

    • A full refund of the product price (excluding shipping), or

    • A replacement shipment at no additional cost.

Claims submitted after 24 hours from delivery may not be accepted.

5. Refund Processing

  • Approved refunds will be issued to the original payment method within 5–7 business days of approval.

  • You will receive an email confirmation once your refund has been processed.

6. Shipping Charges

  • Shipping fees are non‑refundable, except when an incorrect or spoiled order is confirmed by our team.

  • If your order qualifies for free shipping and is deemed eligible for a replacement, we will cover return and resend shipping costs.

7. How to Contact Us
If you have any questions or need to initiate a claim, please reach out:

The Natural Caviar
Onyx Group International Ltd
Unit 1, Springfield Road
Hayes, London
UK
✉️ 55@thenaturalcaviar.com

Our team is available to assist you 7 days a week. We strive to respond to all inquiries within 24 hours.