At Fresh Fish Hub, our “100% Fresh, 0% Frozen” rule is our bond. Because our products are fresh daily catches and highly perishable, we have a specialized return policy to ensure food safety and customer satisfaction.

1. The Freshness Inspection

To maintain the integrity of our cold chain, we kindly ask all customers to inspect their order immediately upon delivery.

• If you are not 100% satisfied with the quality, texture, or freshness of your seafood at the time of arrival, you may refuse the delivery.
• Our delivery partner will take the item back immediately, and we will arrange for a fresh replacement or a full refund.

2. Eligibility for Claims

Due to the nature of fresh seafood, we can only process claims that are reported within 4 hours of delivery. To be eligible for a refund or credit, the following conditions must be met:

• The product must be in its original packaging.
• You must provide a clear photo or video of the product highlighting the concern.
• The product must have been stored in a chilled environment (0-2°C) since arrival.

3. Non-Returnable Items

For health and safety reasons, we cannot accept returns or offer refunds in the following scenarios:

• Claims made more than 4 hours after the delivery timestamp.
• Items that have been cooked, seasoned, or partially consumed.
• Products that were not stored correctly after delivery (e.g., left at room temperature).
• Change of mind after the delivery has been accepted and the driver has departed.

4. Refund Process

If a claim is approved by our quality control team:

• Replacements: We will prioritize sending a fresh “Daily Catch” replacement the following morning.
• Store Credit: We can issue an immediate credit to your Fresh Fish Hub account for your next purchase.
• Original Payment: If you prefer a refund to your original payment method, please note that banks may take 5–10 business days to process the transaction.

5. Order Cancellations

Since we source our seafood fresh every morning specifically for your order:

• Cancellations are accepted if made before 10:00 PM the night before your scheduled delivery.
• Same-day cancellations may be subject to a processing fee as the “Daily Catch” has already been secured specifically for you.

6. Contact Our Expert Support

If you have any issues with your order, do not hesitate to contact our 24/7 support team immediately:

• Email: info@freshfishhub.ae
• Website: https://freshfishhub.ae/