At Fresh Fish Dubai, we hand-pick every order and take care to deliver it fresh and in good condition. Because we sell live and fresh, perishable seafood, this policy works a little differently from policies for non-perishable goods — please read it before placing an order.

1. Nature of Our Products

For food safety and hygiene reasons, once a fresh or live seafood order has been delivered and accepted, it generally cannot be returned. We are, however, committed to making things right if something goes wrong with your order.

2. When You're Entitled to a Refund or Replacement

You are entitled to a free replacement or a full refund if:

• You received the wrong product or the wrong quantity.
• The item was visibly spoiled, not fresh, or of unacceptable quality on arrival.
• The item arrived damaged due to handling or packaging during delivery.
• Your order was short-delivered (an item you paid for was missing).

3. How to Report an Issue

To request a replacement or refund, please contact us as soon as possible, and in any case within 2 hours of delivery, with:

• Your order number.
• A clear photo of the product showing the issue.
• A brief description of what went wrong.

You can reach us via WhatsApp or phone at +971 52 359 9567, or by email at info@freshfishdubai.com. Reporting promptly helps us investigate the issue while it is still fresh in everyone's memory and, where relevant, with our delivery team.

4. How Refunds Are Processed

• Cash on Delivery orders: we will offer a free replacement on your next order, or a refund transferred to your bank account.
• Bank Transfer orders: approved refunds are returned to the same bank account the payment was made from.

Approved refunds are typically processed within 5–7 business days, though your bank may take additional time to reflect the funds in your account.

5. Situations Not Eligible for Refund

• Change of mind after an order has been delivered and accepted.
• Spoilage caused by the product being left unattended or unrefrigerated after delivery.
• An incorrect delivery address or contact number provided by the customer, resulting in delayed delivery.
• Issues reported outside the reporting window described above without prior notice to us.
• Natural variation in the size, weight, or appearance of live/fresh seafood, which is not considered a defect.

6. Cancelling an Order

For information on cancelling an order before it is delivered, please see our Cancellation Policy.

7. Contact Us

If you have any questions about this policy or an existing order:

• Email: info@freshfishdubai.com
• Phone / WhatsApp: +971 52 359 9567
• Address: 1st Floor Shop No 285, Waterfront Market, Dubai, UAE