Refund policy

🔁 Frozen Product Returns, Refunds & Exchanges

Because frozen products are sensitive to temperature changes, we cannot accept returns or exchanges simply because you have changed your mind after delivery.

We are also unable to accept a return or exchange if:

  • - The packaging has been opened
  • - The product has been thawed or refrozen
  • - The product has not been stored according to the required storage instructions

This does not affect your legal rights if the product has a quality issue, is damaged, or does not match your order.

Reporting an Issue

If you notice an issue such as an unusual smell, color change, damaged packaging, complete thawing upon delivery, or receiving an incorrect product, please contact us immediately at

support@seafoodfactory.com or WhatsApp number : 01005001049

and provide:

  • - Your order number or proof of purchase.
  • - Clear photos of the product, packaging, and label.
  • - The batch number if available or Production date.

Please keep the affected product or a representative sample until our Quality Team completes its review.

It may not be technically possible to verify the issue if the product has been discarded, no photos or sample are available, or the issue is reported after a significant delay. This does not limit any rights available to you under applicable consumer protection law.

Resolution and Refunds

Once the issue has been reviewed and confirmed, we will provide the appropriate resolution, which may include:

  • - Replacing the affected product
  • - Refunding the value of the affected product
  • - Providing another suitable resolution based on the review

Sale and promotional items remain eligible for review if they have a confirmed quality issue or do not match the order.

Approved refunds will be returned through the original payment method whenever possible. The time required for the amount to appear may vary depending on the bank or payment provider.

Please do not mail or independently return frozen products to any of our branches. If collection is required, our team will provide the necessary instructions and arrange it where applicable.

❄️ Storage Instructions

Frozen products must be placed in the freezer immediately after delivery and stored at –18°C.

Do not leave frozen products at room temperature or refreeze them after they have thawed.