1. Introduction
PacificoFresh is committed to delivering high-quality seafood products. Due to the perishable nature of our products, we have specific policies for returns and refunds. Please read this policy carefully before placing an order.
2. Inspection Period
– Fresh seafood: You must inspect your order within 24 hours of delivery.
– Frozen seafood: You must inspect your order within 72 hours of delivery.
Failure to notify us of any issues within these timeframes will constitute acceptance of the Products and waive your right to a return or refund.
3. Quality Guarantee
If the Products do not meet our Quality Guarantee (see Terms & Conditions, Section 6), you may be eligible for a refund or replacement.
Our Quality Guarantee covers:
– Products that are not of good quality
– Products with material defects
– Products that are not safe for human consumption when properly cooked
4. Return Process
To initiate a return or refund request, please:
1. Contact us within the Inspection Period: Send an email to sales@pacificofresh.com with your order number, product details, and description of the issue.
2. Provide evidence: Include clear photographs of the product and packaging showing the issue.
3. Await approval: We will review your request and respond within 2 business days.
4. Return authorization: If approved, we will provide return instructions. You may be asked to return the product or to hold it at our risk and expense.
5. Refunds
If your return is approved:
– Refund method: Refunds are processed using the original payment method.
– Timeframe: Refunds typically appear within 5-10 business days, depending on your bank or payment provider.
– Full refund: We will refund the full purchase price plus original shipping costs (if applicable) for Products that do not meet our Quality Guarantee.
6. Non-Refundable Situations
We cannot accept returns or issue refunds in the following situations:
– Products were inspected outside the Inspection Period (24 hours for fresh, 72 hours for frozen).
– Products were improperly stored, handled, or cooked by Customer after delivery.
– Products were damaged after delivery by Customer or a third party.
– Products were not delivered due to Customer providing an incorrect address or failing to accept delivery.
– Products were ordered incorrectly (e.g., wrong product, wrong quantity).
– Products are subject to regulatory restrictions in the destination country and were refused by customs.
7. Recalls
If any Product becomes the subject of a recall or safety notice initiated by PacificoFresh, a regulatory body, or government agency:
– We will notify you promptly.
– We are responsible for all reasonable costs associated with the recall, including refunds, shipping, and disposal costs.
8. Right of Withdrawal (EU Customers Only)
For Customers in the European Union:
– You have the right to withdraw from your purchase within 14 calendar days without giving any reason, in accordance with EU consumer protection law.
– However, this right does not apply to perishable goods, including fresh and frozen seafood, due to their limited shelf life and food safety requirements.
– Therefore, returns based solely on change of mind are not accepted for seafood products.
9. Contact for Returns
For all returns and refunds, please contact:
PacificoFresh
Operated by: Agencia Gonver Limitada
Email: sales@pacificofresh.com
Phone: +56 2 25830654
Address: Camino Las Araucarias 6507, C-49 La Florida, Santiago XIII Región Metropolitana, Chile
European Branches: Spain | Norway | Poland | Romania