REFUND POLICY

Returns for Unopened Frozen Products

Due to the perishable nature of our products, unopened frozen products may be eligible for return within seven days of delivery, provided that they:

• Have remained fully frozen
• Are unused and unopened
• Remain in their original packaging
• Are accompanied by proof of purchase

All returns must be approved by SHAMI in advance and are subject to inspection.

The following products cannot be returned for a change of mind:

• Fresh seafood
• Thawed or opened products
• Custom-prepared products or services, including cut-and-devein or filleting
• Sale items
• Gift cards or coupons

These restrictions do not affect any rights that may apply where a product is damaged, unsafe, defective or incorrect.

Damaged, Defective or Incorrect Products

Please inspect your order immediately after delivery.

If an item is damaged, defective, unsafe or incorrect, please contact SHAMI within six hours of delivery where reasonably possible.

When contacting us, please provide:

• Your order number
• A description of the issue
• Clear photographs of the product
• Photographs of the packaging, where relevant

Please retain the affected product and its original packaging until SHAMI has reviewed the matter and provided further instructions. Do not consume any product that you believe may be unsafe.

Prompt reporting helps us assess issues involving perishable products. However, the six-hour reporting request does not limit any rights available under applicable consumer law.

Once the issue has been assessed, SHAMI will provide an appropriate remedy, which may include a replacement or refund.

Return Process

To request a return, contact us at:

Email: orders@shamiseafood.com
WhatsApp: +27 61 425 4582
Phone: +27 21 696 2259

Please include your order number and the reason for the return.

If the return is approved, SHAMI will provide the applicable return or collection instructions. Returns must not be sent or delivered to our Kensington location before arrangements have been confirmed.

Products approved for return must remain properly stored and, where applicable, fully frozen until they are returned or collected.

Refunds

Once the returned product has been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be processed to the original payment method within 10 business days.

Your bank or payment provider may require additional time to reflect the refund in your account.

If more than 15 business days have passed since your refund was approved, please contact us at orders@shamiseafood.com.

Exchanges

SHAMI does not offer direct exchanges.

Once an approved return has been completed, you may place a new order for the replacement product.

Where an item was delivered damaged, defective, unsafe or incorrectly, SHAMI may arrange a replacement as an appropriate remedy.

Important legal distinction

The seven-day return option for unopened frozen products is a SHAMI customer policy, not a statement that all seafood purchases automatically receive a seven-day change-of-mind right. The Electronic Communications and Transactions Act excludes home-delivered foodstuffs and rapidly deteriorating goods from its standard seven-day online cooling-off provision.

Separate Consumer Protection Act rights can still apply where goods are unsafe, defective or not of acceptable quality, and store terms cannot remove those statutory rights.