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Policy - Refund and Cancellation Policy

We strive to ensure your complete satisfaction with our fresh seafood products. This policy outlines our refund and cancellation procedures to protect both our customers and our commitment to quality.

Order Cancellation

Before Processing: Orders can be cancelled free of charge up to 2 hours after placement, provided the order has not entered the processing stage.

During Processing: Once your order is being prepared, cancellation may not be possible due to the perishable nature of fresh seafood.

How to Cancel:

  • Call our customer service immediately

Refund Eligibility

We offer refunds under the following circumstances:

Quality Issues

  • • Product delivered in spoiled condition
  • • Visible signs of contamination
  • • Incorrect product delivered
  • • Damaged packaging compromising product quality

Delivery Issues

  • • Significant delay causing product deterioration
  • • Cold chain failure during transit
  • • Non-delivery due to our logistics failure

Order Errors

  • • Wrong quantity delivered
  • • Billing discrepancies
  • • Duplicate charges

Non-Refundable Situations

Refunds will not be provided in the following cases:

  • Change of mind after delivery
  • Improper storage by customer after delivery
  • Inability to receive delivery due to customer unavailability
  • Taste preferences or subjective quality complaints
  • Orders placed by mistake (after processing has begun)
  • Natural variations in seafood appearance or size

Refund Process

Step 1: Report Issue

  • Contact us within 2 hours of delivery
  • Provide photos of the product/packaging if applicable
  • Include your order number and contact details

Step 2: Verification

  • Our quality team will review your complaint
  • We may request additional information or photos
  • In some cases, we may arrange for product pickup

Step 3: Resolution

  • Approved refunds will be processed within 3-5 business days
  • Refund will be credited to the original payment method
  • You will receive a confirmation email with refund details

Partial Refunds

In cases where only part of your order is affected:

  • Refund will be calculated proportionally
  • Delivery charges may be adjusted based on remaining order value
  • Processing fees (if any) will be refunded proportionally

Replacement Policy

Product Replacement: Instead of a refund, we may offer a replacement product of equal or greater value, subject to availability.

Store Credit: We may offer store credit for future purchases as an alternative to cash refunds.

Goodwill Gestures: In exceptional circumstances, we may provide additional compensation as a goodwill gesture.

Contact for Refunds

For refund and cancellation requests:

Response Time: We aim to respond to all refund requests within 24 hours.

Last updated: September 9, 2025