Dony Fisheries Services follows standards and policies.
1. Eligibility for Refunds/Returns
We accept refunds or replacements only under these conditions:
- Spoiled/Inedible Product: If seafood is spoiled (e.g., foul odor, slimy texture) or unsafe to eat upon delivery/purchase.
- Incorrect Order: Wrong species, quantity, or product (e.g., salmon instead of tuna).
- Quality Issues: Frozen seafood thawed in transit or packaging leaks
- Customer preference changes (e.g., "I didn’t like the taste").
- Failure to store properly after purchase (e.g., left unrefrigerated).
2. How to Request a Refund
- In-Store: Return the item with receipt within 24 hours of purchase.
- Online/Delivery: Contact us within 12 hours of delivery via email/phone with:
- Photos/video of the issue (e.g., spoiled product, damaged packaging).
- Order number and purchase receipt.
3. Refund Methods:
- Full Refund: To original payment method (processed in 3–5 business days).
- Replacement: Free delivery of the correct/fresh item (if available).
- Store Credit: Option for future purchases (if requested).
4. Special Cases:
- Live Seafood (e.g., Lobster/Crab): Refund only if dead on arrival (DOA). Provide clear photo proof within 1 hour of delivery.
- Pre-Orders: Non-refundable unless we fail to fulfill the order.
5. Shipping Costs:
- Our Fault (e.g., wrong item): We cover return shipping.
- Customer’s Fault (e.g., changed mind): Customer pays return shipping.
6. Exceptions:
- No refunds for bulk/wholesale orders unless negotiated in advance.
- Seasonal/holiday sales may have modified policies (clearly stated at purchase).