Return And Exchange Policy

1. Processing Time for Returns and Exchanges:

When we receive customer feedback during our order processing hours, we will handle the request promptly. If feedback is received outside of business hours, we will address it during the next working period.

2. Return and Exchange Policy:

Since we offer frozen food products, which require strict conditions for transportation and storage, the return and exchange policy is clearly defined under the following circumstances:

Wrong or Missing Products: If the wrong items are delivered, we will confirm and exchange the items for you. In the case of missing items, we will deliver the missing products to you. We will make every effort to resolve the issue as quickly as possible after receiving your feedback.

Products Not as Described:

Exchange or Return Due to Quality Issues: If the product does not meet the quality standards as promised, we will address the issue according to our "Complaint Resolution Policy."
3. Conditions for Return and Exchange:

For Frozen Foods: After receiving the goods, if the customer has not used the product, they can return or exchange it within 12 hours, provided that the returned goods are stored at the correct temperature in the freezer, and the product is in its original condition. We will refuse to accept frozen goods returned after 12 hours from the time of delivery or if the product is not in its original condition and storage requirements.

If the customer has used the product and finds the quality unsatisfactory, they can request a return or exchange, and we will handle it according to the "Complaint Resolution Policy."

Return Fees: If the error is on our part, we will take responsibility for retrieving or exchanging the product for the customer. If the customer wishes to return or exchange the product (provided it has not been used or the packaging has been opened according to the policy within 24 hours of receipt), we will inspect and retrieve the product.

Return for Refund According to Customer Preference:

If the product meets the return conditions, we will accept the return and proceed with a refund. The refund can be made in the following ways:

Refund into the customer’s account for future purchases.
Cash refund, which the customer can collect at our company.
Refund via bank account, with all refund fees covered by us.
Refunds will be processed within 7 business days.
If the product does not meet the return conditions as outlined above, we reserve the right to refuse the request. Alternatively, we can resolve the issue based on mutual agreement between us and the customer on a case-by-case basis.

4. Return and Exchange Methods:

For Online Purchases: Customers should notify us, and we will arrange for the return or exchange at the location where the customer received the goods.
5. Return and Exchange Steps / Instructions:

Step 1: Submit your request to our customer service department via Hotline 0908.243.798 during working hours: 8:00 AM - 5:00 PM (Monday to Friday), 8:00 AM - 3:00 PM (Saturday), or chat directly via the website: fishy.vn. Please clearly state the reason for the return or exchange and include any relevant images (if applicable).

Step 2: Our customer service representative will document the case, verify the return or exchange request, or forward the case to the Quality Management Department for further verification if the issue is complex. We will respond to the customer as soon as possible.

Step 3: If the product meets the return conditions, the representative will schedule the time and method for the return or exchange/refund.