💸 Refund Policy

✅ 1. Refund Eligibility

1.1 When You Can Request a Refund

You are eligible for a refund under the following circumstances:

• Product not received: Order was not delivered within the promised timeframe
• Product damaged in transit: Product arrived in damaged or unusable condition
• Product not as described: Product significantly differs from the listing description
• Product quality issues: Product is spoiled, not fresh, or unsafe to consume
• Wrong product delivered: You received a different product than what you ordered
• Missing items: Parts of your order are missing
• Order cancelled by seller: Seller cancels your order after payment

1.2 Refund Timeframes

• Fresh Seafood: Refund request must be made within 24 hours of delivery
• Frozen Seafood: Refund request must be made within 3 days of delivery
• Clothing & Merchandise: Refund request must be made within 7 days of delivery
• Non-delivered orders: Refund request must be made within 7 days of expected delivery date

📸 2. Evidence Requirements

To process your refund request efficiently, please provide:

2.1 For Quality Issues

• Clear photos showing the product condition
• Close-up photos of any defects or spoilage
• Photos of packaging and labels
• Description of the issue in detail

2.2 For Damaged Products

• Photos of outer packaging showing damage
• Photos of product showing damage
• Photos of delivery note/waybill (if applicable)

2.3 For Missing or Wrong Items

• Photo of items received
• Copy of order confirmation email
• Description of what's missing or incorrect

🔄 3. Refund Process

💰 4. Refund Methods

4.1 Original Payment Method

Refunds are issued to the original payment method used for the purchase:

• Credit/Debit Card: 5-7 business days (depends on your bank)
• PayPal: 3-5 business days
• Instant EFT: 3-5 business days to your bank account
• Manual EFT: 3-5 business days to your provided bank account

4.2 Wallet Credit (Optional)

As an alternative to a refund, you may opt for:

• Best Catch Wallet Credit: Instant credit to your account wallet (+ 5% bonus)
• Can be used for future purchases
• No expiry date
• Faster than bank refunds

🔄 5. Partial Refunds

In some cases, a partial refund may be offered:

• Minor quality issues: 20-50% refund depending on severity
• Partial delivery: Refund for missing items only
• Weight discrepancies: Refund proportional to weight difference
• Late delivery: Partial refund or delivery fee waiver

↩️ 6. Returns for Refunds

6.1 Perishable Products (Seafood)

• Fresh seafood: NOT required to return (due to perishable nature)
• Frozen seafood: Return may be arranged if unopened and properly stored
• Evidence (photos) is sufficient for quality claims
• Product disposal will be advised by support team

6.2 Non-Perishable Products (Clothing, Merchandise)

• Return required: Product must be returned in original condition
• Return shipping: Covered by Best Catch for defective products
• Return shipping: Customer's responsibility for change of mind (if accepted)
• Condition: Must be unworn, unwashed, with original tags

🚚 7. Refunds for Delivery Issues

7.1 Non-Delivery

• If order is not delivered within promised timeframe, full refund will be issued
• Or, we can reship the order at no additional cost (your choice)

7.2 Delivery Delays

• Minor delays (1-2 hours): No refund, but apology and notification
• Moderate delays (3-6 hours): Delivery fee refund
• Major delays (1+ days): Full refund or free reshipment

7.3 Incorrect Delivery Address

• If you provided the wrong address, refunds are not guaranteed
• We will attempt redelivery at an additional cost
• If product is lost due to wrong address, no refund will be issued

⏱️ 8. Refund Processing Times

Payment Method	Processing Time
Credit/Debit Card	5-7 business days
PayPal	3-5 business days
Instant EFT	3-5 business days
Manual EFT	3-5 business days
Wallet Credit	Instant (+ 5% bonus)

🚫 9. Refund Denials

Refunds may be denied if:

• Request is made outside the applicable timeframe
• No evidence is provided to support the claim
• Evidence shows product was not handled properly after delivery
• Product was consumed before complaint was made
• Seller provides evidence that product was in perfect condition at dispatch
• The issue is due to customer error (wrong address, wrong product ordered)
• Fraudulent refund requests (will result in account suspension)

⚖️ 10. Dispute Resolution

10.1 If You Disagree

If you disagree with our refund decision:

1. Reply to the decision email with additional evidence or clarification
2. Request a review by a senior support manager
3. Escalate to dispute resolution process (mediation)

10.2 Seller Disputes

• Sellers can dispute refund requests with evidence
• Best Catch acts as a neutral mediator
• Decisions are made based on evidence from both parties
• Our decision is final and binding

💳 11. Refund Fees

• No refund processing fees: You receive the full amount refunded
• Delivery fees: Refunded if product was defective or not delivered
• Delivery fees: NOT refunded if you changed your mind or provided wrong address
• Payment gateway fees: Non-refundable (already paid to payment processor)

📊 12. Refund Reporting

• Refund confirmation will be sent via email
• You can track refund status in your account under "Orders"
• Bank statement will show refund from "Best Catch" or "Sihiya Technology"