Fresh Catch is committed to delivering fresh, hygienic, and high-quality fish to every customer. Because our products are perishable — including live and fresh fish — our Return & Refund Policy is designed around same-day reporting and resolution, rather than the extended return windows typical of non-perishable e-commerce.
By placing an order on the Fresh Catch Platform, you agree to the terms of this Policy.
1. Nature of Our Products
Fish and fish-based products sold on the Platform are perishable goods. Live fish, fresh/chilled fish, and value-added products are sourced and dispatched against same-day or near-term demand and cannot be returned once accepted in good condition.
Owing to the live and perishable nature of the product, standard "return for any reason" or extended return windows do not apply. Resolution under this Policy is limited to genuine issues with quality, quantity, or order accuracy identified at the time of delivery/pickup or shortly thereafter, as set out below.
2. Reporting Window — Same-Day Reporting Required
Any concern regarding the quality, freshness, weight, or accuracy of your order must be reported on the same day as delivery or pickup, within a few hours of receiving the order. This window exists because fish quality, once delivered, cannot be independently verified by Fresh Catch after a delay, and because our SOPs (ice usage, cold-chain handling, and daily sales cut-offs) are tied to same-day verification.
Complaints raised after the same-day window has lapsed may not be eligible for refund or replacement, except at the sole discretion of Fresh Catch in genuinely exceptional circumstances.
To support a same-day claim, please retain the product (refrigerated, where possible) and provide photographs along with your complaint, where feasible — this helps us verify and resolve the issue faster.
3. Eligible Issues
You may request a refund or replacement for the following same-day issues:
- Quality/Freshness Issue — the fish received is spoiled, off-odour, or otherwise not fresh at the time of delivery/pickup.
- Wrong Item Delivered — you received a different species, cut, or product than what was ordered.
- Shortage in Weight/Quantity — the delivered weight is significantly less than what was billed (allowing for the minor natural variation disclosed in our Terms & Conditions).
- Damaged or Mortality in Transit (Live Fish) — where live fish ordered for delivery arrives deceased or in poor condition due to transport handling.
- Missing Items — part of your order was not delivered/handed over.
4. Non-Eligible Cases
Refunds or replacements will generally not be available for:
- Change of mind after the order has been processed/dispatched.
- Minor, reasonable variation in live fish behaviour, size, or appearance that does not affect safety or edibility.
- Complaints raised after the same-day reporting window.
- Issues arising from improper storage or handling by the customer after delivery/pickup (e.g., fish left unrefrigerated for an extended period after receipt).
- Orders cancelled by the customer after dispatch/preparation has begun (see Section 6 of our Terms & Conditions).
5. How to Report an Issue
- Use the "Submit Grievance" facility on the Platform (website or app) and select the relevant order.
- Alternatively, you may contact the Fresh Catch store directly (for pickup orders) or the toll-free helpline.
- Please provide your order number, a description of the issue, and photographs where possible, to help us assess and resolve your complaint quickly.
- You can track the status of your complaint anytime using the "Track Grievance" facility on the Platform.
6. Resolution Timelines
In line with the Fresh Catch Grievance Redressal Mechanism, consumer complaints are handled as follows:
| Level | Responsible | Timeline |
|---|---|---|
| Level 1 | Kiosk Operator (store-level resolution) | 24–48 hours |
| Level 2 | District Fisheries Officer (DFO), if unresolved at Level 1 | 3–5 working days |
| Level 3 | BIFDC / Directorate of Fisheries, for complex or escalated cases | 7–10 working days |
Most same-day quality complaints are expected to be resolved at Level 1, directly by the kiosk/store handling your order.
7. Refund Method & Timeline
Once a complaint is verified and approved, refunds will be processed to the original payment method used (UPI, card, net banking) within 5–7 working days, subject to your bank's/payment provider's processing timelines.
For Cash on Delivery/Pickup orders, approved refunds will be processed via a digital transfer (e.g., UPI) to a bank/UPI ID provided by you, or adjusted against a future order at your preference.
Where a replacement is the more appropriate resolution (e.g., wrong item delivered while stock is available), Fresh Catch may offer a replacement delivery/pickup instead of a monetary refund, subject to your agreement.
8. Order Cancellations & Refunds for Cancelled Orders
If you cancel an order before it has been processed for dispatch, the full amount paid will be refunded.
If Fresh Catch cancels your order (due to stock unavailability, inability to fulfil at the selected store, or operational reasons), a full refund will be issued automatically, without requiring you to raise a separate complaint.
9. Escalation
If you are not satisfied with the resolution provided at Level 1, you may request escalation to Level 2 (DFO) through the same Submit Grievance facility, and further to Level 3 (BIFDC/Directorate of Fisheries) if necessary, as outlined in Section 6 above.
10. Policy Updates
This Return & Refund Policy may be revised from time to time to reflect operational learnings, regulatory requirements, or changes to our quality and logistics processes. The updated Policy will be posted on the Platform with a revised "Last Updated" date.
11. Contact Us
For any questions about this Policy or to report an issue with your order:
- Use the Submit Grievance facility on the Platform