Refund & Cancellation Policy
Last updated: 1 January 2025
Short version: If the fish isn't fresh — 100% refund, no questions asked. Cancel before 10 PM for a full refund. After 10 PM we've already started sourcing your order and cannot cancel.
1. Our Freshness Guarantee
If the fish delivered to you is not fresh, is the wrong item, incorrect weight, or cut incorrectly — we will issue a full refund or replacement, no questions asked.
2. How to Report a Quality Issue
Report within 2 hours of delivery with a photo:
- WhatsApp: +91 89395 65609 with a photo of the product
- Email: hello@thefishbox.in with your order number
We respond within 2 hours during operating hours (6 AM – 10 PM).
3. Cancellation Policy
| When you cancel | Refund |
|---|---|
| Before 10 PM on the night of ordering | ✅ 100% full refund |
| After 10 PM (sourcing has begun at 4 AM) | ❌ No refund |
| After delivery attempted | ❌ No refund (unless quality issue) |
Why no cancellation after 10 PM? Our team goes to Kasimedu market at 4 AM and buys exactly what was ordered. Once we've purchased the fish on your behalf, we cannot return it — it is fresh, perishable produce.
4. How to Cancel (before 10 PM)
- Go to My Orders → select your order → tap "Cancel Order"
- Or WhatsApp us at +91 89395 65609 with your order number
5. Refund Timelines
| Payment Method | Refund Timeline |
|---|---|
| UPI, Credit/Debit Card, Net Banking | 5–7 business days to original payment method |
| Cash on Delivery | Fishbox account credit for future orders |
| Wallets | 5–7 business days |
You will receive a WhatsApp and email confirmation when your refund is initiated.
6. Non-Refundable Situations
- Order cancelled after 10 PM
- Quality complaint raised more than 2 hours after delivery
- Incorrect delivery address provided by customer
- Customer unavailable to receive order despite multiple contact attempts
- Change of mind after delivery
7. Partial Refunds
If only one item in a multi-item order has a quality issue, we will issue a partial refund proportional to that item's value in the order total.
8. Damaged Packaging
If your order arrives with visibly damaged or tampered packaging, do not accept it. Take a photo and contact us immediately. We will arrange a replacement or full refund.