Refund & Cancellation Policy

Last Updated: 25 June 2025

Effective Date: 25 June 2025

1. Overview

This Refund & Cancellation Policy (“Policy”) applies to all orders placed through the Sea Harvest Premium Seafoods platform, operated by Hallmark Food Products LLP(“Company,” “we,” “us,” or “our”).

Due to the perishable nature of seafood products, this policy is designed to balance customer satisfaction with food safety and quality standards. Please read this policy carefully before placing an order.

2. Order Cancellation

2.1 Cancellation by Customer

• Before Confirmation:Orders may be cancelled free of charge at any time before the order status changes to “Confirmed.” Contact us immediately via phone or WhatsApp.
• After Confirmation: Once an order is confirmed and processing has begun, cancellation may not be possible as products may have already been procured or prepared. We will make best efforts to accommodate your request on a case-by-case basis.
• After Dispatch: Orders that have been dispatched for delivery cannot be cancelled.

2.2 Cancellation by Us

We reserve the right to cancel an order in the following circumstances:

• Product unavailability or stock-out after order placement.
• Inability to verify customer contact information.
• Delivery location is outside our serviceable area.
• Suspected fraudulent or duplicate orders.
• Force majeure events (natural disasters, supply chain disruptions, etc.).

If we cancel your order, you will be notified immediately and any payment already made will be refunded in full.

3. Refund Eligibility

Refunds are available in the following situations:

3.1 Quality Issues

• Product received is spoiled, damaged, or not fresh.
• Product received does not match the order (wrong item delivered).
• Significant weight or quantity discrepancy from what was ordered.

3.2 Delivery Issues

• Order not delivered within the communicated timeframe.
• Partial delivery without prior communication.

3.3 Non-Refundable Situations

• Change of mind after delivery has been completed.
• Minor natural variations in size, colour, or appearance of seafood products.
• Incorrect storage by the customer after delivery (e.g., not refrigerating promptly).
• Delays caused by incorrect address or contact information provided by the customer.

4. How to Request a Refund

To request a refund, please follow these steps:

1. Contact us within 24 hours of delivery via phone (+91 9656200209), WhatsApp, or email (midhunprathap.in@gmail.com).
2. Provide your order details: Your name, phone number, and description of the issue.
3. Share photographic evidence (if applicable): Clear photos showing the quality issue, damage, or incorrect product.

Important: Refund requests made after 24 hours of delivery may not be honoured due to the perishable nature of our products.

5. Refund Process

6. Refund Methods

Refunds will be processed through the original payment method where possible:

• Online payments: Credited back to the original payment source (bank account, UPI, etc.).
• Cash on Delivery: Refunded via bank transfer or store credit, as preferred by the customer.
• Store Credit: May be offered as an alternative with additional value as a goodwill gesture.

7. Replacement Policy

In cases of quality or delivery issues, we may offer a replacement instead of a monetary refund, subject to product availability. Replacements will be delivered at the earliest possible time at no additional cost.

8. Disputes

If you are not satisfied with our refund decision, you may escalate the matter by emailing midhunprathap.in@gmail.comwith the subject line “Refund Dispute.” We will review your case and respond within 7 business days.

All disputes shall be governed by the laws of India and subject to the exclusive jurisdiction of courts in Kerala.

9. Contact

For any refund or cancellation queries:

• Phone: +91 9656200209
• WhatsApp: +91 9656200209
• Email: midhunprathap.in@gmail.com
• Entity: Hallmark Food Products LLP, Kerala, India