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Cancellation Policy & Refunds

8)  Cancellation Policy & Refunds

a) It is your responsibility to ensure that the products and quantities selected are correct before placing your order.

b) For customer-requested cancellations, a Cancellation Administration Fee equal to 3% of the value of the cancelled item(s) will apply.

If only part of an order is cancelled, the fee will apply only to the value of the cancelled item(s), not to the total order value.

c) Customers who choose to receive store credit instead of a refund will have the Cancellation Administration Fee waived.

d) Cancellation requests made within 48 hours of the scheduled delivery date are subject to approval, as order preparation and picking may have already commenced.

If a cancellation is accepted after order preparation or picking has commenced, reasonable additional handling and restocking costs may apply based on costs already incurred. These costs are in addition to the Cancellation Administration Fee, where applicable. The customer will be advised of any additional charges before the cancellation is confirmed.

If store credit is selected, the Cancellation Administration Fee will be waived. However, reasonable additional handling and restocking costs already incurred may still apply.

e) All cancellation requests must be made to our office by email at cs@osselect.com.au. Once an approved cancellation is confirmed, we will arrange the applicable refund or store credit.

f) We reserve the right to cancel an order if a product is unavailable. If this occurs, we will notify you and provide a refund for the unavailable product.

g) These cancellation conditions and fees do not apply where the customer is entitled to a refund or other remedy under the Australian Consumer Law.

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.