Return Policy

Last updated: March 31, 2026

At FreshFish.pk, customer satisfaction is our top priority. Because we deal exclusively in fresh, perishable seafood, our return policy is designed to be fair while ensuring food safety. Please read the following guidelines carefully.

1. Freshness Guarantee

We guarantee that all products are fresh at the time of delivery. Every item is sourced daily, cleaned, packed in insulated cold-chain packaging, and delivered as quickly as possible to maintain peak freshness.

2. Eligibility for Returns & Refunds

You may request a return or refund if:

  • The product delivered is spoiled, damaged, or shows clear signs of quality issues upon delivery.
  • You received the wrong product or an incorrect quantity.
  • The product does not match the description on our website (significant weight discrepancy, wrong species, etc.).

3. Non-Eligible Returns

We are unable to accept returns in the following cases:

  • Products that have been stored improperly after delivery (e.g., left unrefrigerated for an extended period).
  • Complaints raised more than 4 hours after delivery without supporting evidence.
  • Change of mind or taste preference after receiving the product.
  • Minor weight variations (up to ±50g) that are natural for fresh seafood.

4. How to Report an Issue

If you have a concern with your order, please contact us within 4 hours of delivery:

  1. Send a WhatsApp message or call us at +92 333 3099239.
  2. Provide your order number and a clear photo or video of the product showing the issue.
  3. Our team will review your claim and respond within 24 hours.

You can also email us at support@freshfish.pk with the same details.

5. Refund Process

Once your claim is approved:

  • Replacement: We will send a replacement product on the next available delivery at no additional cost.
  • Store Credit: We can issue store credit to your account for future orders.
  • Refund: If a replacement is not possible, we will issue a full refund via the original payment method. Refunds typically take 3–5 business days to process.

6. Order Cancellation

  • You may cancel an order free of charge before it has been dispatched. Contact us as soon as possible to request cancellation.
  • Once an order has been dispatched, cancellation is not possible due to the perishable nature of our products.

7. Delivery Issues

If your order was not delivered, was delivered to the wrong address due to our error, or arrived significantly late (beyond the estimated delivery window), please contact us immediately. We will arrange a re-delivery or a full refund.

8. Contact Us

For any questions or concerns regarding returns and refunds, please reach out: