Refund policy

We’re committed to ensuring you have the best experience with Pearl Seafoods. If you have any questions or concerns, we’re here to help.

Return Policy

We have a 24-hour return policy, which means you have 24 hours after receiving your seafood to request a return.
Due to the perishable nature of seafood, we require all returns to be initiated within this timeframe to ensure product safety and quality.

Photographic Evidence Required

If you believe there’s an issue with your order, please take clear photos of the product and packaging immediately upon delivery, and send them to sales@pearlseafoods.com.au within 24 hours.
Photographic evidence is essential so we can investigate properly and maintain product traceability under our HACCP food safety program. Claims submitted without photos may not be accepted.

Eligibility for Return

To be eligible for a return:

  • Your seafood must be in the same condition as when you received it, unused, in its original packaging, and kept adequately chilled on ice to maintain the same temperature as when it was delivered.
  • A receipt or proof of purchase is required.

How to Start a Return

To start a return, contact us at sales@pearlseafoods.com.au.
Returns must be sent to the following address:
Unit 15 / 778–786 Old Illawarra Road, Menai NSW 2204.

If your return is accepted, we will provide further instructions.
Please note: Items sent back to us without first requesting a return will not be accepted.

Shipping Costs for Returns

  • If the seafood provided is defective, damaged, or incorrect, we will cover the return shipping costs and provide a replacement.
  • For all other returns, customers are responsible for return shipping costs.

Damages and Issues

Please inspect your order upon receipt and contact us immediately at sales@pearlseafoods.com.au if:

  • The seafood is defective.
  • You receive the wrong item.
  • The product arrives damaged.

If the issue is confirmed, we will provide a replacement or refund at no additional cost.

Exceptions / Non-Returnable Items

  • B Grade Salmon is sold with no returns issued.
  • Sale items are non-returnable unless defective.
  • Wrongly ordered products cannot be refunded or exchanged.

Refunds

Once your return is received and inspected, we’ll notify you if a refund is approved.
If approved, refunds are processed within 1–2 business days to your original payment method.

Please note:

  • Your bank or credit card provider may take additional time to process the refund.
  • If more than 5 business days have passed since approval, please contact us at sales@pearlseafoods.com.au.

Public Holidays and Delays

If delivery is delayed due to a Sunday or public holiday, the 24-hour return window begins from the time of actual delivery as noted in your delivery confirmation email.

Australian Consumer Law

This policy complies with Australian Consumer Law (ACL), which provides additional rights to consumers in cases of faulty or unsafe goods.
Learn more at www.accc.gov.au.

Why These Rules Exist

Our seafood is handled under strict HACCP-certified cold-chain management. To protect product integrity and ensure food safety for all customers, we must verify any quality concerns quickly and with photographic evidence. These steps help maintain the highest standards for freshness, safety, and transparency.