Delivery Policy

This Delivery Policy applies to orders placed through the Oceana Fisheries online store at shop.oceanafisheries.com.

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

1. Delivery Area

We currently deliver online orders only to addresses on Mahé Island, Seychelles.

We do not currently deliver online orders to Praslin, La Digue, the outer islands or locations outside Seychelles.

Certain remote or difficult-to-access areas of Mahé may be subject to limited delivery availability, additional delivery charges or specific delivery arrangements. Any applicable restrictions or charges will be communicated before the order is confirmed.

2. Delivery Provider

Deliveries are performed by an independent third-party delivery provider appointed by Oceana Fisheries.

The delivery provider collects prepared orders from our facility and transports them to the delivery address provided by the Customer.

Although delivery is carried out by a third party, customers should contact Oceana Fisheries directly regarding:

• missing or incorrect products;
• damaged packaging;
• delivery delays;
• spoiled or temperature-affected products;
• failed deliveries;
• refund or replacement requests; and
• any other complaint concerning an order.

Oceana Fisheries will coordinate with the delivery provider where necessary.

3. Delivery Charges

Delivery charges will be displayed during checkout before the Customer confirms payment.

Delivery charges may depend on:

• the delivery location;
• the order value;
• the selected delivery time or service;
• access requirements; and
• any applicable promotional offer.

The Customer will not be charged a delivery fee that was not disclosed before payment.

4. Delivery Dates and Times

Available delivery dates and estimated delivery times will be shown during checkout or communicated after the order is placed.

Delivery times are estimates and are not guaranteed.

The estimated delivery time may be affected by:

• order-preparation requirements;
• traffic;
• weather;
• road conditions or closures;
• difficulty locating or accessing the delivery address;
• unusually high order volumes;
• vehicle breakdown;
• interruptions affecting the delivery provider; or
• other circumstances outside our reasonable control.

We will take reasonable steps to notify the Customer where we become aware of a material delay.

5. Order Preparation and Collection

Orders are prepared and packaged by Oceana Fisheries before being handed to the delivery provider.

Products will be packaged in a manner reasonably appropriate for their nature and expected delivery period.

The delivery provider is expected to collect and transport the order using the handling arrangements agreed with Oceana Fisheries.

The Customer will not normally be able to change or cancel an order after it has been prepared or collected for delivery. Any request will be handled in accordance with our Cancellation and Refund Policy.

6. Chilled and Frozen Products

Seafood and other temperature-sensitive products must be transported, received and stored appropriately.

Where applicable, products may be transported using insulated containers, ice, cold packs, refrigerated equipment or other suitable temperature-control measures.

Customers should receive the order promptly and place chilled or frozen products into suitable refrigeration or freezing facilities immediately after delivery.

The Customer should not consume a product where there is a reasonable concern that:

• it has not been maintained at a suitable temperature;
• it has fully or materially thawed when it should remain frozen;
• it appears spoiled or unsafe;
• the packaging is open, leaking or materially damaged; or
• there is another food-safety concern.

Any such concern should be reported to Oceana Fisheries as soon as possible and preferably within 24 hours of delivery.

7. Delivery Information

The Customer must provide complete and accurate delivery information, including:

• the recipient’s full name;
• a working telephone number;
• the complete delivery address;
• district or area;
• clear directions or a map location where necessary;
• gate, building, floor or access details; and
• any other information reasonably required to locate the address.

Oceana Fisheries and the delivery provider will not be responsible for delays or failed delivery caused by materially incorrect, incomplete or outdated information supplied by the Customer.

8. Contact During Delivery

The Customer must remain reasonably available by telephone during the expected delivery period.

The delivery provider may contact the Customer to:

• confirm the location;
• request directions;
• obtain access instructions;
• advise of arrival;
• confirm an alternative handover point; or
• explain a delay or delivery issue.

Failure to answer reasonable calls or messages may result in delayed or failed delivery.

9. Receiving an Order

The Customer or an authorised recipient must be available to receive the order at the delivery address.

The person receiving the order should check, where reasonably possible:

• the number of packages;
• whether the packaging is visibly damaged;
• whether the order appears to correspond with the order placed; and
• whether chilled or frozen products appear to have been delivered in suitable condition.

Any visible issue should preferably be reported immediately to the delivery representative and to Oceana Fisheries.

Acceptance of the delivery does not remove any statutory rights relating to defects or issues that could not reasonably be identified at the time of delivery.

10. Proof of Delivery

The delivery provider may request or record reasonable proof that delivery was completed, including:

• the recipient’s name;
• a signature;
• a delivery confirmation code;
• confirmation through the delivery system;
• a photograph of the delivery location or package; or
• another reasonable form of delivery confirmation.

Photographs should not unnecessarily reveal the interior of a private residence or other unrelated personal information.

11. Completion of Delivery

Delivery is completed when the order is handed to:

• handed to the Customer;
• handed to a person identified by the Customer;
• handed to a person reasonably appearing to be authorised to receive it at the delivery address; or
• left at a location specifically instructed by the Customer, where unattended delivery has been agreed.

Responsibility for the products passes to the Customer when delivery is completed.

Where a product was already damaged, unsafe, incorrectly supplied or unsuitable before responsibility passed to the Customer, the matter will be handled under our Cancellation and Refund Policy and applicable Seychelles law.

12. Delivery to Another Person

The Customer may arrange for another person to receive the order.

The Customer is responsible for ensuring that the recipient:

• is available at the delivery address;
• knows that the delivery is expected;
• is authorised to accept the order; and
• can place perishable products into suitable storage promptly.

Delivery to that person will be treated as delivery to the Customer.

13. Unattended Delivery

The Customer may request that an order be left unattended only where Oceana Fisheries or the delivery provider agrees that this is reasonably safe and suitable.

The Customer must provide clear instructions identifying where the order should be left.

We or the delivery provider may refuse an unattended delivery where:

• the products are perishable or temperature-sensitive;
• the location is exposed to heat, rain, animals, theft or contamination;
• the location cannot be safely accessed;
• the address or instructions are unclear; or
• leaving the order would create a food-safety or security risk.

Where an order is left unattended in accordance with the Customer’s instructions, delivery is completed when the order is left at the agreed location.

The Customer accepts responsibility for theft, loss, contamination, weather exposure or temperature changes occurring after the authorised unattended delivery has been completed.

14. Failed Delivery

Delivery may be treated as unsuccessful where:

• the Customer or authorised recipient is unavailable;
• the Customer cannot be contacted after reasonable attempts;
• the address is incorrect or incomplete;
• access to the property is unavailable;
• the Customer refuses the order without a valid reason;
• the location is unsafe or inaccessible; or
• delivery cannot be completed because of circumstances attributable to the Customer.

Where reasonably possible, the delivery provider may wait briefly, attempt to contact the Customer or arrange an alternative handover point.

The Customer may be charged a reasonable redelivery fee where another delivery attempt is required because of the Customer’s action or omission.

15. Perishable Products After Failed Delivery

Because seafood and other products may be perishable, they may not be suitable for storage, resale or redelivery after an unsuccessful delivery attempt.

Where delivery fails because of the Customer’s unavailability, incorrect information or failure to provide access:

• the order may be returned to Oceana Fisheries;
• redelivery may depend on the condition and safety of the products;
• an additional delivery charge may apply; and
• a refund may not be available for products that can no longer be safely resold or delivered.

This does not apply where the failed delivery was caused by Oceana Fisheries or the delivery provider.

16. Address Changes

Customers should verify the delivery address before submitting an order.

A request to change the delivery address must be made as soon as possible.

We cannot guarantee that an address can be changed after the order has been prepared or handed to the delivery provider.

A change of address may:

• affect delivery availability;
• result in an additional charge;
• delay delivery; or
• require cancellation and replacement of the original order.

The address will not be changed until Oceana Fisheries confirms the change.

17. Delayed Delivery

A delivery delay does not automatically entitle the Customer to a refund where the products remain safe, suitable and properly delivered within a reasonable period.

Where a delay materially affects the quality, safety or temperature of a product, the Customer should contact Oceana Fisheries promptly.

We will investigate the circumstances and may provide:

• replacement;
• redelivery;
• full or partial refund; or
• another appropriate remedy.

The available remedy will depend on the condition of the products, the cause of the delay and applicable law.

18. Missing, Incorrect or Damaged Products

Customers should notify Oceana Fisheries where:

• an item is missing;
• an incorrect product is delivered;
• an incorrect quantity is delivered;
• the packaging is materially damaged;
• the product has been damaged in transit; or
• the order does not correspond with the order confirmation.

The Customer should report visible issues as soon as possible and preferably within 24 hours of delivery.

We may request:

• the order number;
• photographs of the product and packaging;
• details of the delivery time;
• proof of the issue;
• storage information; or
• return or inspection of the affected product.

Complaints and remedies will be handled in accordance with our Cancellation and Refund Policy.

19. Delivery Provider Conduct

Customers should treat delivery personnel respectfully and must not subject them to threatening, abusive or unsafe conduct.

Delivery personnel are also expected to act professionally and handle orders with reasonable care.

Any complaint concerning the conduct of a delivery representative should be submitted to Oceana Fisheries with the order number, delivery date and details of the incident.

20. Delivery Restrictions

We may refuse, postpone or cancel delivery where:

• the address is outside the available delivery area;
• access is unsafe or unlawful;
• severe weather or road conditions prevent safe delivery;
• the Customer has provided insufficient delivery information;
• fulfilling the delivery would create a food-safety risk;
• the delivery provider cannot reasonably access the location; or
• circumstances outside our reasonable control prevent delivery.

Where Oceana Fisheries cancels delivery and the order cannot otherwise be fulfilled, the Customer will receive an appropriate refund.

21. Customer Information Shared for Delivery

To arrange and complete delivery, Oceana Fisheries may share necessary information with the appointed delivery provider, including:

• the Customer’s or recipient’s name;
• telephone number;
• delivery address;
• delivery instructions;
• map location;
• order reference;
• number or type of packages; and
• other information reasonably necessary to complete delivery.

The delivery provider must use this information only for delivery and related operational purposes, subject to applicable law and our Privacy Policy.

Payment-card details will not be provided to the delivery provider.

22. Liability

Nothing in this Policy excludes or limits any liability or consumer right that cannot lawfully be excluded or limited.

Oceana Fisheries remains responsible for addressing customer complaints concerning delivery arranged as part of an order placed through our Website.

We are not responsible for loss or damage caused by:

• materially incorrect delivery information supplied by the Customer;
• failure by the Customer to receive or properly store perishable products;
• risks accepted through authorised unattended delivery;
• delay caused solely by circumstances outside our reasonable control; or
• use or storage of the products contrary to the instructions provided.

23. Events Outside Our Control

Delivery may be delayed, restricted or cancelled due to circumstances outside our reasonable control, including:

• severe weather;
• flooding;
• road closures;
• traffic incidents;
• public emergencies;
• government restrictions;
• power or telecommunications failures;
• vehicle breakdown;
• industrial action; or
• other events that could not reasonably have been prevented.

Where such an event affects an order, we will take reasonable steps to notify the Customer and arrange delivery, redelivery, cancellation or refund as appropriate.

24. Complaints

Delivery complaints should be submitted to:

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

Please provide the order number and sufficient details for us to investigate the complaint.

25. Statutory Rights

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

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

26. Changes to This Policy

We may update this Policy to reflect changes to our delivery areas, delivery provider, charges, operating procedures or legal requirements.

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

27. Governing Law

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

Any dispute relating to delivery 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.