Refund policy

Refund and Return 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.

Reporting a problem

Please check your order as soon as it arrives. If something isn’t right, for example the seafood is faulty, arrived damaged or isn’t what you ordered, contact us at sales@pearlseafoods.com.au.

Seafood is perishable, so please contact us as soon as possible, and preferably within 24 hours of your order arriving or being collected. The sooner you tell us, the easier it is to work out what went wrong. This is a request to help us deal with perishable seafood quickly. It isn’t a time limit on your rights under the Australian Consumer Law.

When you contact us, please include:

  • your order number or another proof of purchase, such as your order confirmation or card statement
  • a short description of the problem
  • clear photos of the seafood and its packaging, if you can

If you can’t take photos, please contact us anyway.

Keeping seafood chilled or frozen

From the moment you notice a problem, please keep the seafood properly chilled if it is fresh, or properly frozen if it is frozen, so it can be inspected.

When we assess a problem, we’ll look at what caused it. Remedies under the Australian Consumer Law aren’t available for a problem caused by seafood not being kept properly chilled or frozen after it reached you.

How we assess a problem

We’ll review the information you send and let you know the next steps. We may need to inspect the seafood before a problem can be resolved.

Returning seafood to us

If we need to inspect the seafood, we’ll tell you and give you instructions for returning it. Please contact us before bringing any seafood back to Menai, so we can assess the issue and give you return instructions.

Approved returns are brought to us at:

Pearl Seafoods
Unit 15, 778-786 Old Illawarra Road
Menai NSW 2234

Please bring the seafood in the insulated packaging we delivered it in, or in your own suitable insulated container, with enough ice or gel ice blocks to keep it properly chilled or frozen. You don’t need our original packaging.

We don’t offer prepaid return transport. If returning the seafood would be difficult or costly for you, please tell us when you contact us.

Your rights under the Australian Consumer Law

The seafood we supply comes with consumer guarantees under the Australian Consumer Law, including that it is of acceptable quality and matches its description. These rights apply automatically. They come from the law, not from this policy, and nothing in this policy excludes, restricts or modifies them.

If seafood we supplied doesn’t meet a consumer guarantee:

  • for a major failure, you can choose a refund or a replacement
  • for a failure that isn’t major, it must be put right free of charge, for example with a replacement or a refund
  • if a failure that isn’t major isn’t fixed within a reasonable time, you have further rights
  • you may also be entitled to compensation for other reasonably foreseeable loss or damage caused by the failure

Under the Australian Consumer Law, if a problem with the seafood is confirmed, you’re entitled to be reimbursed for reasonable costs you’ve paid to return it. Please keep your receipts.

Where a refund is due, it is processed within 1 to 2 business days of our assessment, to your original payment method. Your bank or card provider may take additional time. If more than 5 business days have passed, please contact us at sales@pearlseafoods.com.au.

You can find out more about your rights at www.accc.gov.au.

Change of mind

We don’t offer refunds, returns or exchanges if you change your mind, decide you no longer want the seafood, or find it elsewhere.

Ordering mistakes

If you order the wrong product, we don’t offer a refund or exchange for that mistake.

This is different from us sending you the wrong product. If we send you something other than what you ordered, please contact us, and your rights under the Australian Consumer Law apply.

Sale items

We don’t offer change-of-mind returns or exchanges on sale items. A sale price doesn’t change your rights under the Australian Consumer Law if a sale item has a problem.

B Grade Salmon

B Grade Salmon is sold at a lower price because of the characteristics described on the product page. We don’t offer refunds or returns for those described characteristics, or for change of mind. If it has a different problem that wasn’t described, your rights under the Australian Consumer Law apply as usual.

Why these rules exist

Our seafood is handled under strict cold-chain controls. Because it is perishable, we need to hear about any quality concern quickly and be able to assess it properly. These steps help us maintain the highest standards for freshness, safety and transparency.

Contact us

Pearl Seafoods, Unit 15, 778-786 Old Illawarra Road, Menai NSW 2234
Email: sales@pearlseafoods.com.au