Return & Refund Policy

At KOTS FISH, every order is prepared with care, with a focus on seafood quality, secure packaging, and full traceability. Because we deal in premium fresh and chilled seafood, our return and refund policy is designed to protect food safety while remaining fair to our customers.

1. Perishable Products

Fresh and chilled seafood is highly perishable. For food-safety and hygiene reasons, we generally cannot accept returns or exchanges for:

• Change of mind
• Incorrect ordering by the customer
• Customer unavailability at the agreed delivery time

This restriction does not affect any rights available to customers under applicable law.

2. When a Refund or Replacement May Be Considered

Please contact us if:

• Your order arrives damaged, leaking, or visibly compromised
• The delivered items materially differ from your confirmed order
• The box arrives with a missing item or incorrect quantity
• There is a substantiated concern about the product’s condition on arrival

Depending on the circumstances and supporting evidence, KOTS FISH may offer a replacement, partial refund, or full refund at our discretion.

3. Reporting an Issue

Contact us as soon as possible — preferably within 2 hours of delivery and before consuming or further handling the affected product.

Please provide:

• Your order number and box serial number
• Clear photographs of the packaging, seal, labels, and product
• Details of the delivery condition and exact time of receipt
• The corresponding box verification video, if available

Important: Do not consume seafood that appears spoiled, has an unusual odour, or has been exposed to unsafe temperatures.

4. Assessment and Resolution

Our team will carefully review the evidence provided and may request additional information if needed. We aim to respond within 2 business days.

Approved refunds will be processed through the original payment method where feasible, or another mutually agreed lawful method. Processing times depend on the payment provider and may take several additional business days to appear in your account.

5. Cancellations

Cancellation requests must be made promptly. Once seafood has been specifically procured, prepared, or packed for an order, cancellation may not be possible.

We will clearly explain any applicable charges before confirming a cancellation decision.

6. Contact

For assistance with returns, refunds, or any order-related concerns, please contact KOTS FISH through the official contact details displayed on our website.