Shipping & Returns
Last updated: July 2026
Shipping
We ship across the European Union with tracked delivery only. Orders are dispatched as soon as stock is prepared and typical end-to-end delivery across the European Union currently takes approximately three (3) weeks from the date of order. This timeline reflects our current fulfilment capacity as an early-stage operation and may improve as we scale. Once the parcel is handed to the carrier, transit times are outside our control and delays caused by the carrier, customs, weather, strikes, incorrect addresses or missed delivery attempts do not entitle the buyer to a refund. A tracking link is sent by email as soon as the label is generated; it is the buyer's responsibility to monitor the shipment and coordinate re-delivery. Parcels returned to us because they were unclaimed, refused, or sent to an incorrect address will be re-shipped at the buyer's expense; if the buyer instead requests a refund, the original outbound shipping cost and a €12 handling fee will be deducted from the refunded amount.
Customs & taxes
All prices shown at checkout include the applicable EU VAT for the destination country. Orders shipped outside the EU are the sole responsibility of the buyer; any customs duties, import taxes, brokerage fees or administrative charges levied by the destination country must be paid by the buyer and are not refundable if the parcel is refused.
Returns policy
Fishelper products are precision electromechanical tools intended for direct contact with raw fish. For hygiene, safety and product-integrity reasons, and in line with the exceptions permitted under Article 16 of Directive 2011/83/EU, we DO NOT accept returns of products that have been unsealed, powered on, used on fish, submerged in water, or where the tamper-evident packaging has been opened or damaged. The statutory 14-day right of withdrawal applies only to products that are returned in factory-sealed, unopened, unused, resalable condition, with all original packaging, accessories, documentation and manufacturer seals fully intact. Any return must be authorised in advance by our team via a Return Merchandise Authorisation (RMA) number requested in writing within 14 calendar days of delivery; parcels sent back without a valid RMA number will be refused at the door and no refund will be issued. The buyer bears all costs of return shipping, must use a tracked and fully insured carrier, and remains liable for any loss, damage or diminished value that occurs in transit or from handling beyond what is necessary to establish the nature and characteristics of the goods. Approved refunds are issued to the original payment method within 14 days of the goods being received, inspected and confirmed as compliant, minus the original outbound shipping cost and, where the product has been handled beyond a strictly inspectional level, a diminished-value deduction of up to 100% of the order value. We do not offer refunds, credits or exchanges based on change of mind once the packaging has been opened, on buyer's remorse, incorrect model selection, incompatibility with the buyer's fish species or workflow, or on any product that has come into contact with organic matter.
Damaged or defective items
A product is considered defective ONLY where the internal battery or motor fails to power on out of the box, or where a manufacturing fault renders the product physically unusable within the meaning of the manufacturer's warranty. Cosmetic marks, scratches, discolouration, scale residue, blade dulling, seal wear, water ingress caused by exceeding IPX7 conditions, damage caused by misuse, drops, cleaning agents, freezing, or use on species or sizes outside the product's stated range are NOT considered defects. Any defect claim must be reported in writing within 7 calendar days of delivery and must include the order number, clear photographs of the sealed serial-number label, and a full-length unedited video demonstrating the fault on first power-on. Once verified, we will at our sole discretion repair, replace or refund the item; buyers are not entitled to choose between these remedies. Claims submitted after 7 days, without the required evidence, or relating to items that have been disassembled, tampered with, repaired by a third party, or modified in any way will be rejected and no refund will be issued.