Refund policy

Returns & Refunds – Pearl Seafoods


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.

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.

We may request photos or additional details to evaluate the issue and ensure it is resolved promptly. If the issue is confirmed, we will provide a replacement 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 exchanged.

Exchanges

We do not offer exchanges for wrongly ordered items. If you wish to receive a different product, you will need to place a new order.

Refunds

We will notify you once we’ve received and inspected your return to confirm if the refund was approved.
If approved, refunds will be processed within 1–2 business days to your original payment method.

Please note:

  • It may take additional time for your bank or credit card company to process and issue the refund.
  • If more than 5 business days have passed since your refund was approved, please contact us at sales@pearlseafoods.com.au.

Public Holiday and Delay Clarification

For orders delayed due to Sundays or public holidays, the 24-hour return window begins at the time of delivery as noted in your delivery confirmation email.

Australian Consumer Law Compliance

This policy complies with Australian Consumer Law, which provides additional rights to consumers. For more information on your rights, visit www.accc.gov.au.