Refund policy
Return and Exchange Policy
We want you to be fully satisfied with your purchase from Fishmaster. Our return policy is designed to protect your interests while ensuring transparency and fair treatment for all customers.
1. Conditions for Returns
Due to the nature of our products (fresh fish and seafood), we only accept returns in the following cases:
-
Order discrepancy: If you have received an item other than the one you ordered.
-
Clear damage or poor quality: If the item was damaged during transport or shows signs of poor quality.
Returns or exchanges of products for reasons unrelated to product quality (e.g. "changed my mind", "not satisfied") are not possible, as these are perishable goods.
2. Return Procedure
To start a return process, please follow these steps:
-
Contact us immediately: Within 24 hours of receiving your order, please contact our customer service by phone or e-mail.
-
Submit documentation: To speed up processing of your request, please send photo and/or video material of the damaged or incorrect item. This is a mandatory condition for initiating a return.
-
Receive confirmation: Our customer service will process your request and give you further instructions for the return.
3. Protection Against Dishonest Customers
Our system is designed to provide good service to customers experiencing genuine problems, while effectively detecting cases of fraud.
-
Verification system: Based on the submitted photo and video documentation, our team assesses the nature of the damage. This allows us to distinguish between genuine complaints and attempts to obtain free goods.
-
Order history: We keep a record of each customer's requests. If a customer systematically submits return requests on questionable grounds, their account may be blocked and future orders may be declined.
-
Rejection of returns without documentation: No return requests will be processed without the mandatory visual documentation. This is a key practice in our fight against fraud.