Refund Policy

JW Frozen Seafood will issue a refund to you IF:


1. Missing Items
If there is an item missing from your delivery, please contact us at 019-9300402 or 017-3800703 within 2 hours of receipt for assistance. Once the request for the refund is approved, it will take 3 working days for the refund to be successfully credited back to your account/credit card. 


2. We haven't got what you want

In the scenario where "IF" one of the items you've ordered is out of stock, we will refund you on the item(s) that is/are not available and the refund will normally takes 3 working days from your date of receiving the goods.


3. Damaged Items

If there is a damaged items in your order, please contact us at 019-9300402 or 017-3800703 within 3 hours of receipt for assistance.Kindly attach a photo and/or video to show the condition of the item received. 

Depending on the extent of the damaged item received, we may issue a partial or full refund. For example, if you purchased a bag of 30 pieces of clams received 1 spoiled clam, we will refund on a pro-rata basis, i.e. 1/30.

Refund will normally be made within 3 working days of your date of delivery or date of feedback, whichever is later. 

Customers are encouraged to inspect your order upon receipt of items and to raise any issue to us within 3 hours. We are unable to issue a refund after 3 hours from your time of delivery.


 4. Order Cancellation

You can only cancel your order by giving a 24-hour notice before your day of delivery. Refund will normally be made within 3 working days of your notice of cancellation.

We can only refund in credits for all cancelled orders initiated by customers.