Fisho Return, Replacement & Refund Policy

At Fisho, we are committed to delivering the freshest seafood with the highest standards of hygiene and customer care. Due to the perishable nature of seafood, we have established the following return, replacement, and refund policy to ensure transparency and fairness.

1. Eligibility for Return, Replacement, or Refund

You may request a return, replacement, or refund if:

- The product is damaged, spoiled, or not fresh upon delivery.

- The delivered product is incorrect (wrong type, weight, or item).

- Delivery is delayed by over 2 hours and the product quality has been compromised.

- Packaging is tampered with or unsealed at the time of receipt.

2. Non-Eligible Situations

We cannot accept return or refund requests in these cases:

- You changed your mind after accepting the order.

- The complaint is raised more than 2 hours after delivery.

- Improper storage or handling of the fish after delivery.

- Complaints based on personal taste preferences or allergic reactions.

- You were unreachable at the time of delivery despite multiple contact attempts.

3. Complaint Time Window

- All issues must be reported within 2 hours of delivery.

- Claims raised after this time will not be eligible due to the perishable nature of seafood.

- Ensure someone is available to inspect and receive the order if you are not present.

4. Evidence Required

To process your request, we require:

- Photos (at least 2) of the affected product.

- Photo of the packaging, showing the label and delivery condition.

- Optional video evidence in case of odor or serious spoilage.

- Order confirmation or invoice (available in your Fisho account).

5. Replacement Process

- Valid complaints will result in a free replacement within the next available delivery slot.

- If an identical item is unavailable, we will offer a similar product or a refund option.

- In partial spoilage cases, only the affected portion will be replaced or refunded.

6. Refund Process

Refunds will be processed in the following manner:

- Online Payments (Card/UPI/Wallets): Refunded to the original payment method within 3–5 business days.

- Cash on Delivery (COD): Refunded via Fisho Wallet or bank transfer upon request.

- Fisho Wallet Credit: Instant credit within 24 hours.

Note: Refunds are not processed to third-party accounts.

7. Cancellation Policy

- Orders can be canceled within 10 minutes of placing them, provided they have not been packed or dispatched.

- Once preparation or dispatch has begun, cancellations will not be accepted.

- Orders canceled by Fisho due to stock or delivery issues will receive a full refund.

8. Failed Delivery Conditions

- If the delivery partner is unable to reach you for more than 10 minutes, the order will be marked as “Undelivered – Customer Unavailable”.

- No refund will be issued in such cases.

- A redelivery charge may apply for any reattempt (if approved).

9. How to Report a Problem

You can raise an issue in the following ways:

In the App:

1. Open the Fisho App > Go to My Orders > Select Report an Issue.

2. Choose your order and issue type.

3. Upload the required photos/videos.

4. Submit the form. We will respond within 1 hour.

Or Contact Us Directly:

- Email: info@fisho.com

- Phone / WhatsApp: +971 55 800 7870

- In-App Chat Support: Daily from 7:00 AM to 10:00 PM

10. Dispute & Escalation

If you're unsatisfied with the initial resolution, please escalate the matter by emailing:

- escalations@fisho.com

Include your order number and complaint reference ID. A senior support agent will respond within 48 hours.

11. Policy Updates

Fisho reserves the right to change or update this policy at any time based on operational, legal, or safety requirements. Updates will be communicated through the app and email when applicable.