Refund policy

 

Smksnap

  • We are always committed to offering carefully selected, high-quality seafood products, and we ensure timely delivery to our customers.

  • We provide a clear cancellation and return policy with an explicit acknowledgment before the purchase is completed. Since seafood requires special handling and often comes from distant locations, cancellation or returns are only accepted under specific conditions to ensure a transparent and satisfying shopping experience.

1. Cancellation Policy:

  • Customers may cancel their order within 1 hour from the time of payment.

  • No cancellations are accepted after one hour for any reason, due to the nature of fresh products that are prepared immediately.

  • If the customer fails to receive the order upon delivery, the order will be cancelled without any refund.

  • Cancellations must be requested via WhatsApp within the specified time frame.

2. Return & Exchange Policy:

  • We always ensure that our products are carefully selected and of the highest quality.

  • Due to the sensitive nature of seafood, which requires specific storage and is sourced from distant locations, returns and exchanges are not accepted except in the following cases:

    • If the customer receives the wrong order, provided that the product has been kept in a cool place, we will replace the product and deliver the correct one.

    • Returned products must be in good condition and suitable for resale.

    • If there is any issue with product quality or a wrong order is received, the customer has the right to request an exchange within 1 hour of delivery by sending a message via WhatsApp.

    • We recommend inspecting products upon delivery to facilitate quick handling by the Quality Control Team.

    • If the customer fails to report issues within 1 hour via WhatsApp, no exchange or return will be accepted.

3. Refunds:

  • Refunds will be processed to the customer’s bank account after reviewing and approving the request by the Quality Control Team.

  • The refund will be issued within 21 business days.

4. Additional Terms:

  • The weight of fish and shrimp is calculated before cleaning and peeling. The net weight after cleaning is approximately half a kilogram of meat.

  • Customers can request to receive the product uncleaned by contacting us in advance.

  • Delivery may take up to 48 hours, and could be affected by weather conditions or other unforeseen circumstances.

  • We are committed to delivering orders on time, as we strive to prepare them at the right time for our customers.