Cancellation and Refund Policy

This Cancellation and Refund Policy applies to purchases made through the Oceana Fisheries online store at shop.oceanafisheries.com

It should be read together with our Terms and Conditions and Delivery Policy.

1. Contact Details

Cancellation requests, order complaints and refund requests should be submitted to:

Oceana Fisheries Company (Pty) Ltd
Company Number: 390511-2
Fishing Port, Victoria, Mahé, Seychelles
Email: orders@oceanafisheries.com
Customer service hours: Mon – Fri: 08:00 – 16:00; Sat: 08:00 – 12:00

When contacting us, please provide your order number, name, telephone number and details of the request or issue.

2. Cancelling an Order

Customers may request cancellation of an order before the order has entered preparation or been handed over for delivery.

To request cancellation, the Customer must contact Oceana Fisheries as soon as possible using the contact details above.

A cancellation request is not effective until it has been acknowledged and confirmed by Oceana Fisheries.

Because seafood and other perishable products may be prepared, packed or allocated specifically for an order, we may be unable to accept a cancellation after:

• preparation or packing has started;
• the order has been handed over to the delivery provider.

Where a cancellation is accepted, the amount paid for the cancelled order will be refunded to the original payment method.

3. Changes to an Order

Customers may request changes to an order before preparation begins.

Requested changes are subject to product availability and may affect the total price, delivery charge or delivery time.

We cannot guarantee that a change can be made after an order has been confirmed. Where the requested change cannot be made, the original order will remain in effect unless cancellation is accepted under this Policy.

4. Cancellation by Oceana Fisheries

We may cancel all or part of an order where:

• a product is unavailable;
• payment is not authorised or is reversed;
• the delivery address is outside Mahé Island or outside the available delivery area;
• the Customer provides incomplete or incorrect information;
• an obvious pricing or technical error has occurred;
• we reasonably suspect fraudulent or unlawful activity;
• the product cannot be supplied safely or in suitable condition; or
• circumstances outside our reasonable control prevent fulfilment.

Where we cancel an order after payment has been received, we will refund the amount paid for the cancelled order or item to the original payment method.

5. Product Availability

All products are subject to availability.

If an item becomes unavailable after an order has been submitted, we may offer the Customer:

• removal of the unavailable item and a refund for that item;
• an alternative product, subject to the Customer’s agreement; or
• cancellation and refund of the affected order.

We will not substitute a different fish species, product, pack size or brand without the Customer’s agreement.

6. Change-of-Mind Returns

Due to the perishable nature of seafood and the need to maintain food-safety and temperature controls, products cannot normally be returned or refunded merely because the Customer:

• changes their mind;
• no longer wants the product;
• ordered the wrong product or quantity;
• does not like the taste, texture or natural appearance of the product; or
• fails to store or handle the product correctly after delivery.

This restriction does not apply where a product is defective, spoiled, unsafe, incorrectly supplied or otherwise does not comply with applicable legal requirements.

Nothing in this Policy limits any mandatory rights available to the Customer under Seychelles law.

7. Incorrect, Missing or Damaged Orders

Customers should inspect their order promptly upon delivery.

The Customer should notify Oceana Fisheries if:

• an ordered item is missing;
• the wrong item has been delivered;
• the quantity delivered is incorrect;
• the packaging is damaged;
• the product has been damaged during delivery; or
• the delivered order does not correspond with the order confirmation.

Visible delivery issues should preferably be reported immediately to the delivery representative and to Oceana Fisheries.

Customers should report such issues to Oceana Fisheries within 24 hours of delivery, where reasonably possible.

8. Spoiled, Unsafe or Temperature-Affected Products

Customers should not consume a product where:

• there is a reasonable concern that it is spoiled or unsafe;
• chilled or frozen packaging appears to have been exposed to unsuitable temperatures;
• the packaging is open, leaking or materially damaged;
• the product has an unusual smell or appearance indicating possible spoilage; or
• there is another reasonable food-safety concern.

The Customer should contact Oceana Fisheries as soon as possible and preferably within 24 hours of delivery.

Where possible, the Customer should:

• retain the product and its original packaging;
• store it safely in accordance with the applicable storage instructions;
• take clear photographs of the product and packaging; and
• provide the product label, batch information or expiry information where available.

Oceana Fisheries will advise whether the product should be retained for inspection, collected or safely discarded.

The 24-hour reporting period assists us in investigating perishable-product and delivery conditions. It does not remove any statutory right that cannot lawfully be limited.

9. Evidence Required

To assess a complaint, we may reasonably request:

• the order number;
• a description of the issue;
• photographs or video of the product and packaging;
• information about when the order was delivered;
• information about how the product was stored after delivery;
• the product label, batch number or expiry date;
• confirmation of any issue noted at the time of delivery; and
• return or inspection of the affected product, where reasonably possible.

Failure to provide reasonable supporting information may affect our ability to investigate the complaint, but will not automatically remove any statutory rights.

10. Available Remedies

Where we confirm that a product was missing, incorrectly supplied, damaged, spoiled, unsafe or otherwise unsuitable at the time responsibility passed to the Customer, we may provide an appropriate remedy, including:

• replacement of the affected product;
• refund of the affected product;
• partial refund;
• redelivery without an additional delivery charge; or
• store credit, where the Customer agrees to receive store credit.

The remedy offered will depend on the nature of the issue, product availability, the amount affected and applicable Seychelles law.

Store credit will not be imposed instead of a monetary refund where the Customer is legally entitled to a refund.

11. Failed Delivery

Customers are responsible for providing a complete delivery address, working telephone number, accurate directions and access to the delivery location.

Where delivery cannot be completed because:

• the Customer or authorised recipient is unavailable;
• the Customer cannot be contacted;
• the address or directions provided are incorrect;
• access to the delivery location is not available; or
• the Customer refuses delivery without a valid reason,

the Customer may be responsible for reasonable redelivery charges.

Because seafood is perishable, a refund may not be available where the product becomes unsuitable for resale or consumption because the Customer failed to receive the order.

This does not apply where delivery failed because of an error by Oceana Fisheries or the appointed delivery provider.

12. Delivery Delays

Delivery times are estimates and may be affected by traffic, weather, road conditions, access restrictions and other circumstances outside our reasonable control.

A reasonable delivery delay does not automatically entitle the Customer to a refund.

However, where a delay materially affects the safety, temperature or quality of a perishable product, the Customer should contact Oceana Fisheries. We will investigate the issue and provide an appropriate remedy where required.

13. Unattended Delivery

Where the Customer specifically instructs the delivery provider to leave an order unattended, the Customer accepts responsibility for the product after it has been left in accordance with those instructions.

Refunds will not normally be provided for theft, loss, spoilage, weather exposure or temperature changes occurring after an authorised unattended delivery has been completed.

We or the delivery provider may refuse to leave perishable products unattended where doing so could create a food-safety or security risk.

14. Refund Method

Approved refunds will be returned to the card or original payment method used to place the order.

Refunds will not normally be paid to a different card, bank account or person.

Where only part of an order is affected, only the price of the affected item and any applicable delivery charge will be refunded.

The original delivery charge may be refunded where:

• the entire order is cancelled by Oceana Fisheries;
• the entire order is defective, unsafe or incorrectly delivered; or
• delivery was not completed because of an error by Oceana Fisheries or the delivery provider.

The delivery charge will not normally be refunded where the Customer retains the remainder of a correctly delivered order.

15. Refund Processing Time

Once a refund is approved, Oceana Fisheries will submit the refund to the payment provider within five business days.

The time required for the refunded amount to appear in the Customer’s account is controlled by the Customer’s bank, card issuer and payment provider. Additional processing time may therefore apply after the refund has been submitted.

Oceana Fisheries is not responsible for processing delays caused solely by the Customer’s bank or card issuer, but we will provide reasonable assistance where confirmation of the refund is required.

16. Card Payment Reversals and Chargebacks

Customers are encouraged to contact Oceana Fisheries before initiating a chargeback or payment dispute so that we have an opportunity to investigate and resolve the matter promptly.

Nothing in this section prevents a Customer from exercising any lawful right to dispute an unauthorised or incorrectly processed card payment.

Fraudulent or abusive chargeback activity may be reported to the relevant payment provider or competent authority.

17. Statutory Rights

This Policy does not exclude, restrict or replace any rights or remedies available to consumers under the laws of the Republic of Seychelles.

Where any provision of this Policy conflicts with a mandatory legal requirement, the mandatory legal requirement will apply.

Customers may contact the Seychelles Fair Trading Commission or another competent authority where a complaint cannot be resolved directly with Oceana Fisheries.

18. Changes to This Policy

We may amend this Policy to reflect changes to our products, order process, delivery arrangements, payment services or legal requirements.

The version applicable to an order is the version published on the Website when the order is submitted.

19. Governing Law

This Policy is governed by the laws of the Republic of Seychelles.

Any dispute arising from this Policy or an online purchase will be subject to the jurisdiction of the competent courts or tribunals of Seychelles, without limiting the Customer’s right to approach the Fair Trading Commission or another competent authority.