Returns + Exchanges – CATCHLY SEA FOOD

Return & Refund Policy

At CATCHLY, we are committed to delivering fresh, hygienically cleaned, and high-quality seafood. Due to the perishable nature of our products, our Return & Refund Policy is designed to ensure fairness while maintaining the highest food safety standards.

By placing an order with CATCHLY, you agree to the terms outlined below.

1. Perishable Products

All seafood sold by CATCHLY is classified as a perishable food product. For health and hygiene reasons, we generally do not accept returns once an order has been delivered.

2. Eligibility for Refund or Replacement

You may be eligible for a refund or replacement if:

You received the wrong product.
The product was spoiled or unfit for consumption at the time of delivery.
The product was damaged during transit.
Items are missing from your order.
The delivered quantity is significantly different from the confirmed order.
There is a verified quality issue with the product.

All requests are subject to verification by the CATCHLY support team.

3. Reporting an Issue

If you experience any issue with your order, you must notify us within 2 hours of delivery.

To help us investigate your request, please provide:

Order number
Description of the issue
Clear photographs or videos of the product
Outer packaging (if applicable)

Requests submitted after the reporting period may not be eligible for a refund or replacement.

4. Non-Returnable Items

For food safety reasons, refunds or returns will not be accepted in the following situations:

Product has been consumed partially or completely.
Product has been stored improperly after delivery.
Product has not been refrigerated or frozen promptly.
Change of mind after delivery.
Customer ordered the wrong product.
Customer dislikes the taste, texture, smell, or appearance of naturally occurring seafood characteristics.
Minor variations in size, color, weight, or appearance of seafood.
Natural reduction in weight after cleaning and cutting.

5. Weight Disclaimer

All seafood is weighed before cleaning, unless specifically mentioned otherwise.

Cleaning removes scales, skin, bones, shells, head, fins, and internal waste, resulting in a natural reduction in weight. This is a standard industry practice and is not considered a defect.

6. Refund Process

If your claim is approved, CATCHLY may offer one of the following:

Replacement of the affected product
Store credit for future purchases
Refund to the original payment method

The resolution offered will depend on the nature of the issue and the findings of our quality review.

7. Refund Timeline

Once approved:

Online payment refunds are generally processed within 5–7 business days, depending on your bank or payment provider.
Store credits, where applicable, may be issued sooner.
Cash on Delivery (COD) refunds, if approved, may be processed via bank transfer or another agreed payment method after verifying your bank details.

8. Order Cancellation

Customer Cancellation

Orders may be cancelled before processing and cleaning begins.

Once seafood has been cleaned, cut, packed, or dispatched, cancellation requests cannot be accepted.

Cancellation by CATCHLY

We reserve the right to cancel an order due to: