Terms & Conditions

1. Overview

These Terms & Conditions apply when you browse our website, create an account, place an order, contact our team, request delivery, use a promotion, or purchase products from us.

By using our website or placing an order, you agree to these Terms & Conditions, together with our Privacy Policy, Returns & Credits Policy, Delivery Information and any product-specific notes shown on the website.

If you do not agree with these terms, please do not place an order through the website. If anything is unclear, please contact our customer care team before checkout.

2. About Our Fresh Seafood Delivery Service

We provide a fresh seafood delivery service to selected delivery areas. Our role is to help customers access fresh seafood and have it delivered according to order details, delivery availability and product descriptions.

Fresh seafood availability can change daily due to market supply, weather, catch conditions, supplier availability, transport timing, seasonal changes and delivery schedules.

Unless clearly stated on the product page or confirmed by our team in writing, we do not provide:

• Custom cutting or portioning.
• Filleting, trimming or cleaning fish.
• Shucking oysters.
• Cooking seafood.
• Custom packing or separating seafood into individual portions.
• Any preparation service not listed on the product page.

Please check product descriptions carefully before placing your order. If you have a special request, contact our team before checkout so we can advise whether it may be possible.

3. Customer Accounts & Guest Checkout

You may be able to place an order using a customer account or guest checkout, depending on the options available on our website.

When using our website, you agree to:

• Provide accurate and complete information.
• Use your real name, correct contact number and correct delivery address.
• Keep your login details secure if you create an account.
• Notify us promptly if your order details or delivery information need to be corrected.
• Not misuse the website, checkout, promotions, customer accounts or contact forms.

We may refuse, cancel or delay an order if customer information appears incomplete, incorrect, suspicious, abusive or unable to be verified.

4. Product Information, Images & Natural Variation

We do our best to provide accurate product names, descriptions, prices, images and availability information. However, seafood is a natural product and may vary from photos shown on the website.

Natural seafood variation may include:

• Size, colour, shape and appearance.
• Shell condition or natural markings.
• Weight variation within reasonable product or supplier tolerance.
• Texture, seasonality and availability.
• Packaging or presentation differences.

Product images are generally provided as a guide only. They may not show the exact item, size, quantity, packaging or presentation you receive.

5. Seafood Availability & Substitutions

All seafood orders are subject to availability. While we aim to supply the items listed on the website, some products may become unavailable due to daily supply, weather, market conditions, catch quality, transport timing or supplier changes.

If a product becomes unavailable, our team may:

• Contact you to discuss a suitable alternative.
• Offer a similar seafood item where appropriate.
• Issue store credit where approved.
• Cancel the unavailable item from the order.
• Offer another fair resolution depending on the situation.

We will do our best to communicate with you where a significant substitution or availability issue occurs. For smaller changes or natural product differences, the order may proceed where the product remains reasonably aligned with the order description.

6. Pricing, Website Errors & Promotions

Prices are listed in Australian dollars unless stated otherwise. Prices may change from time to time without notice due to market conditions, supplier costs, seasonal demand, availability and business operations.

We reserve the right to correct:

• Pricing errors.
• Product description errors.
• Stock or availability errors.
• Promotion or discount code errors.
• Website display or technical errors.

If an order is affected by an obvious pricing or website error, our team may contact you to confirm whether you wish to proceed at the corrected price, accept an alternative solution, receive store credit where suitable, or cancel the affected item.

Promotions, discount codes and special offers may be subject to their own conditions, including expiry dates, minimum spend, delivery area restrictions, product exclusions or one-use limits.

7. Orders & Order Acceptance

Placing an order through the website does not automatically guarantee acceptance or fulfilment. An order is accepted when our team confirms, processes or prepares the order for delivery.

We may refuse, cancel, amend or place an order on hold if:

• The item is unavailable.
• Payment is declined, reversed or not received.
• The delivery address is outside our service area.
• Delivery information is incomplete or incorrect.
• The order appears suspicious, fraudulent or abusive.
• A pricing, stock, website or technical error has occurred.
• The order cannot reasonably be fulfilled due to seafood availability or delivery limitations.

If we need to cancel or amend an order, our customer care team will try to contact you using the details provided at checkout.

8. Payments

Payment must be made using the payment options available at checkout. Your order may not be processed until payment has been received or authorised.

Payment conditions:

• You must provide accurate billing and payment information.
• Orders may be delayed or cancelled if payment is declined or not verified.
• We may use trusted third-party payment providers to process payments securely.
• We do not aim to store full credit card details on our website.
• Any payment provider terms may also apply to your transaction.

If a payment is reversed, disputed, charged back or found to be unauthorised, we may contact you, cancel the order, suspend account access, or take reasonable steps to recover outstanding amounts.

9. Delivery Areas

We deliver to selected areas only. Delivery areas may change from time to time depending on route planning, demand, staffing, seafood supply, weather, distance and business operations.

It is the customer’s responsibility to check whether delivery is available to their suburb or address before placing an order. If an order is placed for an area we cannot service, our team may contact you to arrange a suitable resolution.

Delivery fees, minimum order values and delivery availability may vary depending on area, date, order size and delivery schedule.

10. Delivery Times

We aim to deliver fresh seafood within the delivery timeframe shown or communicated where possible. However, delivery times are estimates only and may be affected by route planning, weather, road conditions, supplier timing, order volume, customer availability and unexpected delays.

Delivery times may be affected by:

• Traffic, accidents or road closures.
• Weather conditions.
• Seafood arrival or supplier timing.
• Large order volumes.
• Incorrect customer information.
• Access issues at the delivery address.
• Driver route changes or safety requirements.

We will do our best to keep customers informed where there is a significant delay, but we cannot guarantee an exact delivery time unless specifically agreed in writing by our team.

11. Customer Delivery Responsibilities

Fresh seafood delivery is time-sensitive. Customers must provide accurate delivery information and ensure the order can be received, stored and refrigerated promptly.

Customers are responsible for:

• Providing the correct delivery address.
• Providing a reachable phone number.
• Providing clear delivery instructions where needed.
• Ensuring someone is available to receive the order where required.
• Ensuring seafood is placed in the fridge as soon as possible after delivery.
• Keeping seafood chilled and handled safely after delivery.

If delivery cannot be completed due to incorrect details, restricted access, no response, unsafe conditions or customer unavailability, the order may be considered fulfilled or attempted, and a credit or refund may not be available.

12. Unattended Delivery & Safe Place Instructions

If you request that an order be left unattended, or if delivery instructions allow the seafood to be left at the address, you accept responsibility for the order once it has been delivered according to those instructions.

Unattended delivery risks may include:

• Temperature changes after delivery.
• Exposure to sun, heat, weather or animals.
• Theft, loss or damage after delivery.
• Delay before the customer collects the order.
• Reduced ability to assess product concerns later.

For seafood safety and quality, we strongly recommend that customers receive the order in person where possible and refrigerate seafood immediately.

13. Food Safety After Delivery

Once your seafood has been delivered or made available according to your instructions, you are responsible for safe storage, handling and preparation.

Please follow these important food safety steps:

• Place seafood in the fridge immediately after delivery.
• Keep seafood chilled at 5°C or below where possible.
• Do not leave seafood at room temperature.
• Do not leave seafood in direct sunlight, a warm vehicle, or outside for long periods.
• Keep seafood covered and away from other foods where appropriate.
• Consume seafood promptly and follow safe food handling practices.
• If in doubt, contact our team before consuming the product.

14. Cancellations

Because fresh seafood is often sourced, allocated and prepared according to customer orders, cancellations must be requested as early as possible.

We will always try to help where reasonable, but approval depends on the order status, seafood sourcing process and delivery schedule.

15. Returns, Credits & Refunds

Fresh seafood is perishable. For this reason, we generally do not accept returns or provide refunds for change of mind, incorrect customer selection, customer unavailability, or late cancellation.

Where an issue is reported and approved, our team may offer:

• Store credit.
• Replacement where available and suitable.
• Refund where required by law or approved by our team.
• Another fair resolution depending on the circumstances.

Please refer to our Returns & Credits Policy for more detail. Nothing in these Terms & Conditions is intended to limit any rights you may have under Australian Consumer Law.

16. Product Concerns

If you believe there is an issue with your seafood, please contact our customer care team on the day of delivery where possible. Because seafood is highly perishable, quick reporting is important.

Please provide:

• Your order number.
• Your full name and delivery address.
• Clear photos of the product.
• Photos of packaging, cooler bags, labels or ice packs where relevant.
• The time the order was received.
• A clear description of the issue.

Please keep the seafood refrigerated while our team reviews your concern. Do not dispose of the product unless it is unsafe to keep, or unless our team confirms that disposal is acceptable.

17. Special Requests

We welcome reasonable special requests and will do our best to assist customers where possible. However, all requests are subject to availability, timing, product type, supplier conditions and delivery operations.

Special requests are not guaranteed unless confirmed by our team in writing.

If your request is important, please contact our customer care team before placing your order. Notes added at checkout may be reviewed, but they do not guarantee that the request can be fulfilled.

18. Bulk Orders, Events & Larger Orders

Bulk orders, event orders, family seafood packs, large quantities and special seafood requests may require additional notice and confirmation from our team.

For large orders, we recommend contacting us early to discuss:

• Seafood availability.
• Preferred delivery date.
• Quantity required.
• Product options.
• Delivery location.
• Any special requirements.

Large orders may be subject to different cancellation conditions depending on sourcing, supplier commitments and preparation timing.

19. Customer Behaviour & Respectful Communication

Our customers are important to us, and our team will always try to communicate respectfully and helpfully. We also ask customers to treat our team, delivery drivers and customer care representatives with respect.

We may refuse service, cancel orders, restrict account access or stop communication where there is abusive, threatening, aggressive, fraudulent, dishonest or unreasonable behaviour.

20. Website Use

You agree to use our website only for lawful and reasonable purposes.

You must not:

• Attempt to interfere with website security or functionality.
• Use the website for fraudulent or misleading activity.
• Copy, scrape or misuse website content without permission.
• Upload malicious code, spam or harmful content.
• Use false customer details or impersonate another person.
• Misuse promotions, coupon codes, accounts or checkout systems.

We may restrict access to the website where misuse or suspicious activity is detected.

21. Intellectual Property

Website content, including text, images, graphics, layout, design, logos, product descriptions and other material, may be owned by us or licensed to us.

You must not copy, reproduce, modify, distribute, sell, publish or use our website content for commercial purposes without written permission.

22. Reviews, Feedback & Customer Content

If you submit a review, testimonial, photo, comment or feedback, you confirm that the content is genuine, respectful and does not infringe the rights of another person.

We may use customer feedback to improve our service. We may also display reviews or testimonials on our website, social media or marketing material, unless you ask us not to use your name or content.

We may remove content that is offensive, abusive, misleading, spam, unrelated, false, defamatory or inappropriate.

23. Privacy

We collect and handle personal information in accordance with our Privacy Policy. This may include your name, email, phone number, delivery address, order details, delivery instructions, payment-related information and website usage information.

Please read our Privacy Policy to understand how customer information is collected, used, protected and managed.

24. Limitation of Liability

To the maximum extent permitted by law, we are not responsible for loss, damage, delay, spoilage, missed delivery, incorrect delivery details, customer unavailability, unsafe storage after delivery, or other issues caused by circumstances outside our reasonable control.

This may include:

• Incorrect or incomplete delivery information provided by the customer.
• Customer failure to receive or refrigerate seafood promptly.
• Traffic, weather, road closures or delivery delays.
• Supplier shortages or seafood availability changes.
• Website errors, temporary outages or payment gateway issues.
• Events outside our reasonable control.

Nothing in these terms excludes, restricts or modifies any rights that cannot be excluded under Australian Consumer Law or other applicable laws.

25. Australian Consumer Law

Nothing in these Terms & Conditions 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.

These terms are designed to explain how our fresh seafood delivery service operates while respecting customer rights under applicable Australian law.

26. Changes to These Terms

We may update these Terms & Conditions from time to time to reflect changes in our website, delivery areas, product availability, business operations, legal requirements, payment methods or customer service processes.

The latest version will be published on this page. By continuing to use our website or placing orders after changes are published, you agree to the updated terms.

27. Contact Us

If you have any questions about these Terms & Conditions, your order, delivery, seafood availability, special requests or customer account, please contact our customer care team.

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