Cancellation Policy & Refunds
a) It is your responsibility to ensure that you choose correctly what you have ordered as our system is unable to alter or edit your orders.
b) We do not accept cancellation or changes of order if less than 48 hours before the scheduled delivery date.
c) For cancelling an Advanced Order, you must contact us at least two (2) business day before the scheduled delivery date. We may charge a cancellation fee if your order has been cancelled after the order has already been packaged for delivery.
d) For all cancellation order, total invoice amount for credit card(2.5%) or PayPal(3%) surcharge will apply.
e) All cancellation requests must be made to our office by email to cs@osselect.com.au. Once your request to cancel has been approved, we will organize a refund within seven (7) business days. No delivery fees will be refunded.
f) We reserve the right to cancel any Orders made if the product is not available for any reason. We will notify you if this is the case and refund the amount paid for the product that is no longer available in the same manner the payment was made.
9) Refund & Return Policy
a) Our goods come with guarantees that cannot be excluded under the Australian Consumer Law (ACL). You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.
b) As you may appreciate, our products are fresh, frozen seafood products and any major failure entitling you a replacement or refund should be identified at the time of delivery to our delivery driver. Once our products are delivered and accepted by you, you confirm you are satisfied with the products.
c) You may return any products within 24 hours of the order being delivered, provided that the products are unused and in its unopened original packaging.
d) Once our team have assessed that the products you wish to return are unused, unopened and kept in accordance with our Delivery & Warning Cards, we may at your request provide a full refund of the price you paid for the products in the same manner as you have made payment or provide a replacement of the same products.
e) Our team may take up to 7 to 14 days to assess the refund request.
f) All refunds will be credited back to you in the same manner you made payment with and generally takes 3-5 business days for the refund to be processed.
g) Oceania Seafoods Select will not be able to refund any delivery fees you have paid upon ordering through our Website to have the products delivered to you.
10) Faulty Product Returns
a) If the products you have ordered arrived damaged or not as you have ordered (i.e. faulty, missing items), please notify our Customer Service Team by email to cs@osselect.com.au accordingly. Emails are attended to during normal business hours.
b) Quality issues with perishables must be reported within 24 hours of delivery.
i) For frozen products, if you received a damaged or defective item, please contact us with information about the product, a description of the fault and pictures, and your proof of purchase. Please place the item securely in its original packaging, we will inspect the product and if we agree that the product is fault, we will resend the same product, and collect the damaged item.
ii) For fresh products, we will only accept replacing unopened items. The return items must be in be in an untouched and unused condition.
c) For health and safety reasons, we will not sell again any products that customers did not accept. However, we need to inspect the products before making an assessment, therefore please keep them in the refrigerator accordingly (Frozen items at -18 degree and Fresh items below 5 degrees) until we advise they can be discarded.
d) Once our team have assessed that the product is faulty, we will re-deliver the same products at our cost.