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Refund Policy

At Darwin Fish Market, we prioritise quality and customer satisfaction. To maintain trust and transparency, we have a comprehensive refund policy for our seafood products, designed to protect consumer rights while acknowledging the nature of perishable goods.

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1. Eligibility for Refunds and Exchanges

  • Refunds or exchanges are available if the product is of compromised quality or does not meet expected standards upon purchase.

  • Claims must be made within 24 hours of purchase to maintain the traceability of the product.

  • Refunds may also apply if there is a defect in packaging that affects the product’s condition.

  • Proof of purchase, such as a receipt or transaction confirmation, is required for all refund or exchange claims.

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2. Conditions for Refund Approval

  • The product should be returned in as close to its original condition as possible, including packaging when applicable.

  • Refunds or exchanges are not granted for a change of mind due to the perishability of seafood products.

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3. How to Make a Refund or Exchange Claim

  • Contact our customer service team directly via phone, email, or in person at the store within the 24-hour window.

  • Provide detailed information about the issue, including photographs if possible, to help our team assess the claim quickly.

  • Products may need to be returned to the store for inspection.

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4. Resolution Options

  • If the claim is validated, customers can choose one of the following options:

    • Product Replacement: Exchange the product with the same or a similar item of equal value, subject to stock availability.

    • Full Refund: Refunds will be processed through the original payment method. Processing times may vary depending on the financial institution.

    • Store Credit: Credit for the value of the returned product that can be used for future purchases.

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5. Exemptions and Special Conditions

  • Items that have been improperly stored, handled, or prepared after purchase are not eligible for refunds or exchanges.

  • Refunds for promotional or discounted products will be at the promotional price.

  • Gift vouchers are non-refundable and cannot be exchanged for cash.

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6. Consumer Rights Under Australian Law

  • This policy aligns with the Australian Consumer Law, which guarantees that products sold are of acceptable quality. Should any product not meet these standards, customers have the right to seek a refund or replacement.

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Contact Us

For any refund or exchange requests, please reach out to our customer service team at:

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We value your feedback and are committed to resolving any issues promptly to ensure your satisfaction with our products.

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