At Fresh ‘O’ Fish, customer satisfaction is our highest priority. Since we deal in fresh, perishable food items like fish, chicken, mutton, and seafood, we maintain strict hygiene, safety, and quality checks. However, in rare cases, if you face an issue with your order, our Return & Refund Policy ensures a fair resolution.

✅ 1. Eligibility for Return/Replacement

A return, refund, or replacement will be considered only under the following conditions:

• Wrong item delivered (different product from what was ordered).

• Damaged, spoiled, or stale product received at the time of delivery.

• Quantity mismatch or missing items in the order.

• Severe quality concerns were reported within 2 hours of delivery with proof.

? 2. Non-Returnable / Non-Refundable Cases

Since our products are fresh and perishable, the following cases are not eligible for return or refund:

• Complaints made after 2 hours of delivery.

• The product has already been cooked, frozen, stored improperly, or tampered with.

• Minor variations in size, weight, or appearance (as meat/seafood is natural and cuts may vary).

• Personal taste preferences (e.g., “too soft”, “too bony”, “not spicy enough”).

• Delivery delays caused by incorrect address, wrong phone number, or customer unavailability.

? 3. Process to Raise a Complaint

1. Contact our support team immediately via Call/WhatsApp,/Email with your Order ID.

2. Share clear photos/videos of the product showing the issue.

3. Our team will investigate and respond within 24 hours.

4. If approved, you can choose either:

   • A replacement product (delivered at the next convenient slot).

   • A refund processed via the original payment method.

⏱ 4. Refund Timelines

• Refunds will be initiated once the complaint is validated.

• Depending on the payment method, refunds may take 3–7 business days to reflect in your account.

• For Cash on Delivery orders, refunds will be issued as store credit or bank transfer (customer needs to provide details).

? 5. Customer Responsibilities

To help us serve you better, we request that customers:

• Check the items carefully at the time of delivery.

• Store fish, chicken, mutton, or seafood in a refrigerator immediately after receiving.

• Raise complaints quickly (within 2 hours) for faster resolution.

⚖️ 6. Policy Rights

• Fresh ‘O’ Fish reserves the right to approve or reject a refund/replacement request based on evidence and company guidelines.

• Our decision on complaints will be final and binding.

✨ With this policy, we aim to maintain freshness, fairness, and transparency, ensuring you always trust Fresh ‘O’ Fish for quality non-veg products in Ranchi.