RETURNS & REFUNDS
We place product quality as our top priority, hence we endeavour to make every customer’s purchase 100% satisfactory.
Nonetheless, in view of the perishable nature of our live/chilled products, all our products are non-refundable and non-exchangeable.
Please check that goods received are in good order and condition at the time of receipt. Any shortage or mortality should be immediately brought up to the attention of our delivery team. We are not liable for any missing items or mortality (in the case of live seafood) after our delivery team has left our customer’s premise.
In the unfortunate event that you encounter any quality issues, feel free to contact us at +(65) 9652 7160 within 1 hour from the time of receiving. We reserve the right to refuse refunds if the request is made after the stipulated time frame. For refunds, we require proof (clear picture or video of the product). Please do not discard the products, as we will require return of the products for examination. Please note that any returned products, even if found to be of satisfactory quality following quality assessment, will be discarded to avoid quality lapses after the long time frame.
If the product is found to be of quality issue after assessment, we will either replace the item or provide you with a refund to the same method originally used to pay.
There is strictly no refunds in cash or credit if you have changed the original state of the product. I.E. Freezing and thawing an item that was delivered fresh and chilled.
Please note that refunds or credits are done at the discretion of Oceanwaves Seafood Enterprise and all decisions made are final. We reserve the right to refuse unreasonable claims that cannot be supported with proof. We do not refund or issue credit for items that were delivered in good condition but are not to your taste. As such, complaints or feedback on said item will not be entertained.
Please permit up to 10% allowance in the chosen weight of your seafood. In the event that your selected size isn't available, we will attempt to substitute with a larger size at no additional cost to you.
Please note that all weight and size displayed on the product page are based on the unprocessed seafood. It is typical for live seafood to lose approximately 10% to 25% of its weight after being processed, depending on the type of seafood.