Free delivery over AED 200Next-day delivery across UAEHand-cut & prepped to order4.9★ from 12,000+ reviewsSustainably sourced — alwaysFree delivery over AED 200Next-day delivery across UAEHand-cut & prepped to order4.9★ from 12,000+ reviewsSustainably sourced — always
Freshcatch
Legal

Refund & Returns Policy

Last updated: April 2026

Freshcatch (“Freshcatch”, “we”, “us”) is a premium online seafood retailer based in Dubai, United Arab Emirates. Because seafood is fresh and highly perishable, returns work differently than they do for everyday goods. This policy explains our freshness guarantee, how to report a problem, and when you are entitled to a refund or replacement. It applies to all orders placed through our website.

1. Our 24-hour freshness guarantee

We stand behind the quality of everything we deliver with a 100% freshness guarantee. If any item arrives in poor condition or does not meet the quality you expect, let us know within 24 hours of delivery and we will make it right with a free replacement on your next order or a full refund for the affected item. Because seafood quality depends on prompt refrigeration, please refrigerate or freeze your order as soon as it arrives.

2. How to report an issue

To report a quality problem, contact us within 24 hours of delivery and include:

  • your order number;
  • the item(s) affected; and
  • a clear photo of the product showing the issue.

Send these to buyonline@freshcatch.ae. A photo helps us assess the problem quickly and resolve it without asking you to return perishable goods. Please keep the affected item refrigerated until we confirm the outcome.

3. What is eligible

You are entitled to a refund or replacement where an item is:

  • not fresh or below the quality standard expected on arrival;
  • damaged or spoiled in transit; or
  • the wrong item, or missing from your order.

4. What is not eligible

Because our products are fresh and perishable, we are unable to accept returns or offer refunds in the following cases:

  • change of mind on perishable seafood after it has been delivered;
  • issues reported more than 24 hours after delivery;
  • products that were not stored correctly after delivery (for example, left unrefrigerated); and
  • normal, expected variation in the natural size, colour or weight of fresh seafood.

5. Refund process, timeline and method

Once we have reviewed your report and photo and approved a refund, we process it to your original payment method. Card and digital wallet refunds are typically issued within 5–10 business days, though the exact timing depends on your bank or payment provider. For cash-on-delivery orders, we will arrange a refund by bank transfer or store credit, whichever you prefer. Where you would rather have a replacement, we will add the affected item to your next delivery at no charge.

6. Cancellations before dispatch

You can cancel or amend your order at no cost any time before it is dispatched. Because we pack fresh seafood to order, once an order has been dispatched for next-day delivery it can no longer be cancelled, but it remains fully covered by our 24-hour freshness guarantee above. To cancel, contact us as early as possible at buyonline@freshcatch.ae with your order number.

7. Governing law and contact

This Refund & Returns Policy is governed by the laws of the United Arab Emirates and the applicable laws of the Emirate of Dubai. We may update this policy from time to time; when we do, we will revise the “Last updated” date above.

Need help with a refund or a quality issue? Email buyonline@freshcatch.ae or reach the team through our contact page.

BackFreshcatch
Legal

Refund & Returns Policy

Last updated: April 2026

Freshcatch (“Freshcatch”, “we”, “us”) is a premium online seafood retailer based in Dubai, United Arab Emirates. Because seafood is fresh and highly perishable, returns work differently than they do for everyday goods. This policy explains our freshness guarantee, how to report a problem, and when you are entitled to a refund or replacement. It applies to all orders placed through our website.

1. Our 24-hour freshness guarantee

We stand behind the quality of everything we deliver with a 100% freshness guarantee. If any item arrives in poor condition or does not meet the quality you expect, let us know within 24 hours of delivery and we will make it right with a free replacement on your next order or a full refund for the affected item. Because seafood quality depends on prompt refrigeration, please refrigerate or freeze your order as soon as it arrives.

2. How to report an issue

To report a quality problem, contact us within 24 hours of delivery and include:

  • your order number;
  • the item(s) affected; and
  • a clear photo of the product showing the issue.

Send these to buyonline@freshcatch.ae. A photo helps us assess the problem quickly and resolve it without asking you to return perishable goods. Please keep the affected item refrigerated until we confirm the outcome.

3. What is eligible

You are entitled to a refund or replacement where an item is:

  • not fresh or below the quality standard expected on arrival;
  • damaged or spoiled in transit; or
  • the wrong item, or missing from your order.

4. What is not eligible

Because our products are fresh and perishable, we are unable to accept returns or offer refunds in the following cases:

  • change of mind on perishable seafood after it has been delivered;
  • issues reported more than 24 hours after delivery;
  • products that were not stored correctly after delivery (for example, left unrefrigerated); and
  • normal, expected variation in the natural size, colour or weight of fresh seafood.

5. Refund process, timeline and method

Once we have reviewed your report and photo and approved a refund, we process it to your original payment method. Card and digital wallet refunds are typically issued within 5–10 business days, though the exact timing depends on your bank or payment provider. For cash-on-delivery orders, we will arrange a refund by bank transfer or store credit, whichever you prefer. Where you would rather have a replacement, we will add the affected item to your next delivery at no charge.

6. Cancellations before dispatch

You can cancel or amend your order at no cost any time before it is dispatched. Because we pack fresh seafood to order, once an order has been dispatched for next-day delivery it can no longer be cancelled, but it remains fully covered by our 24-hour freshness guarantee above. To cancel, contact us as early as possible at buyonline@freshcatch.ae with your order number.

7. Governing law and contact

This Refund & Returns Policy is governed by the laws of the United Arab Emirates and the applicable laws of the Emirate of Dubai. We may update this policy from time to time; when we do, we will revise the “Last updated” date above.

Need help with a refund or a quality issue? Email buyonline@freshcatch.ae or reach the team through our contact page.

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