Returns & Credits Policy

Quick Policy Summary

The summary below explains how common situations are generally handled. Every situation is reviewed based on timing, order status, seafood condition, delivery details and customer communication.

Change of Mind Returns

Due to the fresh and perishable nature of seafood, we do not usually accept returns or provide refunds for change of mind.

Change of mind may include:

• You no longer want the seafood after placing the order.
• You ordered the wrong product, quantity, size or seafood variety.
• You found a similar product somewhere else.
• You changed your plans after ordering.
• You were unavailable to receive the delivery.
• You did not read the product description, delivery information or availability notes before ordering.

Cancellations Before Delivery

We understand that plans can change. However, because fresh seafood may be sourced and arranged specifically for your order, cancellation approval depends on timing and order status.

When a Full Refund May Be Available

A full refund may be available in some situations, especially where the order has not yet been processed or where our team cancels the order before fulfilment.

Store Credits

Store credit is often the most practical option for fresh seafood orders where a cancellation, change or issue is approved but the seafood has already been sourced or allocated.

Store credit may be offered where:

• An approved cancellation is requested before delivery.
• An item becomes unavailable and a replacement is not suitable.
• A late order change is reviewed and approved by our team.
• A product concern is reviewed and store credit is considered fair.
• Seafood has already been sourced but the order cannot proceed as originally planned.

Store credit conditions:

• Store credit is normally issued to the customer account, email address or order record used at checkout.
• Store credit is usually used on a future website order.
• Store credit may be subject to product availability and delivery area.
• Store credit is not usually transferable unless approved by our team.
• Store credit is not usually exchanged for cash unless required by law or approved by our team.

Product Concerns or Quality Issues

We take seafood quality seriously. If you believe there is an issue with your order, please contact our customer care team as soon as possible on the day of delivery.

To help us review your concern, please provide:

• Your order number.
• Your full name and delivery address.
• Clear photos of the seafood as received.
• Photos of packaging, cooler bags, labels or ice packs where relevant.
• The time the order was received.
• The time the issue was noticed.
• A short explanation of the concern.

Keeping Seafood Chilled During a Review

Temperature control is very important with seafood. If you believe there is an issue and you want our team to review it, please do your best to maintain the chilled condition of the product.

When Credits or Remedies May Not Be Available

A credit, replacement or refund may not be available where the issue is caused by circumstances after the order has been delivered or made available for delivery.

This may include:

• The customer was not available to receive delivery.
• The delivery address, phone number or instructions were incorrect or incomplete.
• The seafood was left unattended according to the customer’s instructions.
• The seafood was not refrigerated promptly after delivery or pick-up.
• The seafood was left outside, in a vehicle, in sunlight or in warm conditions.
• The customer delayed reporting an issue with a perishable product.
• The item was disposed of before our team could reasonably review the concern.
• The customer changed their mind after seafood was sourced, packed, dispatched or delivered.
• The product appearance, size or natural variation is consistent with fresh seafood and the product description.

Fresh Seafood Availability & Natural Variation

Seafood is a natural product and may vary in size, colour, shape, shell condition, weight, texture and appearance. These natural variations do not automatically mean the product is faulty or unsuitable.

Natural variation may include:

• Prawn size, grade or count per kilo.
• Oyster shell size, meat size or appearance.
• Fish fillet shape, thickness, skin condition or natural texture.
• Shellfish size, colour or seasonal condition.
• Fresh or frozen availability depending on product and supplier.

Delivery Issues

Please make sure your delivery address, phone number and delivery instructions are correct before placing your order. Fresh seafood deliveries are time-sensitive and route-based.

Customers are responsible for:

• Providing the correct delivery address.
• Providing a reachable mobile number.
• Being available to receive the order where required.
• Providing clear safe-place instructions if needed.
• Refrigerating seafood promptly after delivery or pick-up.

Special Requests & Packing Notes

We do our best to assist with reasonable special requests, such as packing prawns separately, splitting bags, requesting fresh or frozen seafood, or asking for a particular seafood variety.

However, special requests are subject to:

• Market availability.
• Supplier options.
• Seafood condition.
• Packaging availability.
• Delivery timing.
• Food safety and chilled handling requirements.

Unless clearly listed on the product page or confirmed by our team, we do not guarantee custom cutting, cleaning, filleting, trimming, shucking, cooking, portioning or custom preparation.

Australian Consumer Law

Nothing in this policy is intended to limit, exclude or replace any rights you may have under Australian Consumer Law.

If a product or service does not meet a consumer guarantee, you may be entitled to a remedy. Depending on the circumstances, this may include a replacement, store credit, refund, cancellation or another suitable resolution.

This policy explains how we handle fresh seafood orders, change-of-mind requests, cancellations, product concerns, credits and refunds while respecting customer rights under applicable Australian law.

How to Contact Us About a Return, Credit or Order Issue

If you need help with an order, please contact our customer care team as soon as possible. For perishable seafood, quick communication helps us review and resolve concerns fairly.

• Phone: 0452 561 800
• Email: order@prawnman.com.au
• Website: Use the contact form on our Contact Us page.

Please include your order number, photos where relevant, and a clear explanation of the issue.