Last updated 31 October 2026
Our freshness guarantee
We guarantee that every item is alive, chilled or frozen as described at the time of dispatch. Because seafood is perishable, claims must be made within the windows below so that we can investigate while the product condition can still be assessed.
Live seafood — dead on arrival
- Contact us within 2 hours of delivery with your order number and clear photographs or a short video of the item.
- Do not cook, open or discard the item until we have responded.
- Where a dead-on-arrival claim is accepted, we will offer a replacement on the next available delivery, a credit, or a refund of that item.
- Natural variation in shell colour, size and activity is not a defect. A crab that is slow in cold weather may still be alive; our team will help you assess it.
Chilled and frozen products
- Report temperature issues, damaged packaging, incorrect items or missing items within 24 hours of delivery.
- Keep the product and packaging for inspection. Photographs of the item, label and packaging help us resolve the claim quickly.
- Approved claims are resolved by replacement, credit or refund.
What we cannot accept
- Change-of-mind returns on fresh or perishable food once it has been delivered.
- Items that have been cooked, opened, altered, or stored outside the recommended conditions.
- Claims made after the applicable claim window, where the delay prevents a fair assessment.
- Normal differences in size, colour and yield that are inherent to natural seafood.
Cancellations
You may cancel an order before it is packed for dispatch. Orders cancelled after packing or after dispatch may be subject to a handling and return-delivery charge. To cancel, contact us as soon as possible on WhatsApp at [+852 XXXX XXXX]. A paid order that we cannot fulfil will be refunded in full.
How refunds are paid
Approved refunds are returned to the original payment method through Stripe. Bank processing usually takes 5–10 business days, depending on your card issuer. Delivery fees are refunded only where the whole order is affected by our error or cannot be fulfilled.
How to make a claim
Email [EMAIL ADDRESS] or WhatsApp [+852 XXXX XXXX] with your order number. Please include your name, the item concerned and photos or video. We aim to respond within one business day during opening hours.