Our Return Policy
At Fresh Wave, customer satisfaction is our top priority, and we are committed to delivering the freshest seafood right to your doorstep. We understand that sometimes mistakes can happen, whether on our side or yours. That’s why we have a clear, customer-friendly return policy in place to ensure that you feel confident ordering from us every time.
Freshness Guarantee: We take pride in selecting the finest quality seafood, and we guarantee that your order will arrive fresh and ready to enjoy. In the unlikely event that you receive seafood that is not up to our freshness standards, please contact us immediately. We will review your concerns and offer a resolution that may include a full refund or store credit for the value of the affected product.
Order Mistakes: If there’s an issue with your order—whether it’s a wrong item delivered, missing seafood, or an incorrect quantity—we are here to make it right. If the mistake is on our side, we will issue you a credit for the value of the incorrect items or arrange for a replacement delivery at no additional cost.
Customer Mistakes: We understand that errors happen when placing orders. If you accidentally ordered the wrong product or specified the wrong delivery details, don’t worry! Simply reach out to us before your order is dispatched, and we’ll do our best to amend the order. If the order has already been delivered, we can issue you a store credit to be used on your next order.
How to Request a Return or Credit:
We aim to make the return or credit process as simple and stress-free as possible for our customers. If you encounter any issues with your order, whether it’s a quality concern, an incorrect delivery, or any other problem, we encourage you to reach out to us immediately. Here’s how you can easily get in touch with us and provide the necessary details to resolve the issue:
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Contact Us Promptly: Please notify us within 24 hours of receiving your delivery to ensure we can take swift action. The sooner you inform us, the quicker we can rectify any issues and make things right.
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Provide Order Details: When contacting us, please include your order number and a detailed description of the issue. This helps our team quickly identify your order and address your concern.
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Send Supporting Photos: If your request involves the quality of the seafood or a wrong item delivered, providing photos will allow us to better understand the situation. Simply email your pictures to us at help@freshwaveseafood.com.au, and we will review them to assess the issue.
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Get in Touch via Facebook: We know that some customers may prefer to communicate via social media, and we’re happy to accommodate that! You can also send us photos or details of your issue directly through our Facebook page, and we’ll respond promptly to assist you.
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Resolution Process: After reviewing your case, we will determine the best course of action to resolve the issue. This could include issuing a store credit, sending a replacement order, or offering a refund if necessary. We strive to resolve every issue to your satisfaction, ensuring you feel confident continuing to shop with us.
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Keep Your Seafood Safe: To ensure your seafood stays fresh while we review your case, we recommend placing any affected items in your freezer until the issue has been resolved. This will preserve the product’s quality should we need to replace or exchange it.
We take every concern seriously and are committed to resolving any problems with your order as quickly and effectively as possible. Whether you choose to email us at help@freshwaveseafood.com.au or reach out via Facebook, rest assured that our team is here to help!
Limitations and Exclusions: Due to the perishable nature of our seafood, we do not accept returns for change-of-mind purchases or preferences in taste. Our return policy applies only to issues related to product quality, delivery errors, or accidental orders. Refunds or credits are processed based on the specific circumstances of each case, and our team will always strive to ensure a fair and satisfactory outcome.
Commitment to Quality: We are committed to delivering the highest quality seafood, and we value the trust you place in us for your fresh seafood needs. Our team works hard to ensure that every order is fulfilled accurately and delivered with care. If something goes wrong, rest assured that we will take immediate steps to correct it.