Refund Policy – Clarity on Payments and Refunds

At Fresh Wave, transparency is key. We value your trust and want to ensure you have a clear understanding of how we handle your money when you place an order with us. Since we work with fresh, locally sourced seafood, each order is processed carefully, and a significant part of that process involves directly paying our suppliers for the seafood on your behalf. Below is our refund policy, which outlines how we manage refunds and credits in different situations.

How Your Payment Works

When you place an order with us, the money you pay is immediately used to:

1. Purchase Fresh Seafood: We go to the market and buy the seafood specifically for your order. This ensures that you receive the freshest products available, but it also means that your payment is already used to cover the cost of the seafood from our suppliers.
2. Delivery Costs: Part of your payment goes towards ensuring a reliable and hassle-free delivery. We take care of everything from sourcing your seafood to bringing it directly to your doorstep.

Because of these upfront costs, once an order is placed, we are unable to offer a full refund under most circumstances. However, we understand that things can go wrong, and we want to make sure you feel confident ordering from us. Below is our policy for refunds and credits.

Credit for Future Orders

In most cases where an issue arises with your order (such as product availability or quality concerns), we will offer you store credit. This credit can be applied towards any future orders and ensures that you are not out-of-pocket for the inconvenience caused.

• Product Unavailability: If the seafood you ordered is unavailable and no suitable substitute can be provided, we will offer you store credit for the amount paid for that product.
• Quality Concerns: If you are dissatisfied with the quality of the seafood delivered, we will work with you to either replace the item or provide credit towards your next order.

We believe that offering store credit allows us to maintain our relationship with you, while still covering the costs we've incurred to secure your order.

100% Refund Circumstances

While we primarily issue store credit, there are certain circumstances where we will issue a 100% refund:

1. Delivery Error: If your order is not delivered at all due to an error on our part.
2. Major Product Issue: In rare cases where there is a significant issue with the product that cannot be resolved through a replacement or credit (e.g., a severe quality defect).
3. Cancellations within 24 Hours of Order: If you need to cancel your order within 24 hours of placing it, and we have not yet gone to the market to purchase your seafood, a full refund will be processed.

Refund Process

If a refund is approved, the process is simple:

• Refunds to Original Payment Method: Refunds will be issued back to the same payment method you used when placing your order. This process may take 7-10 business days, depending on your financial institution.
• Refund Confirmation: Once your refund has been processed, we will send you a confirmation email.

Our Commitment to You

We understand that flexibility and fairness are essential in maintaining a great relationship with our customers. Our refund policy is designed to be transparent, fair, and considerate of the costs associated with providing you with fresh, high-quality seafood. We strive to resolve any issues as quickly as possible, and we are always available to discuss concerns regarding your order.

Thank you for trusting us to deliver fresh seafood to your home. We appreciate your understanding of the nature of our business and our commitment to keeping things transparent and straightforward.