Refund policy

Returns and Refunds

We want you to be delighted with every order from JADE ANGEL RICKARD. If something is not right, please contact us within 30 days of delivery and we will help you resolve it.

Eligibility for a Return

To be eligible for a return, the item must be unused and in the condition you received it, with its original packaging. Because our products are seafood, please keep them frozen or chilled as directed and contact us before sending anything back so we can advise on safe handling and return transport.

For food safety and hygiene reasons, we cannot accept returns of thawed or opened products unless the item was faulty, damaged in transit, or not the item you ordered.

Return Shipping and Restocking Fees

Approved returns qualify for free return shipping. We do not charge a restocking fee. Where a return is not practical because the product is perishable, we may ask you to dispose of the item safely and we will arrange a replacement or refund instead.

How to Start a Return

Email us at info@andredigital.shop or call +61 3 6394 9323 with your order number and a short description of the issue. Please include photographs of the product and packaging where relevant. Once your return is approved, we will send you the next steps. Items sent back without prior approval may not be accepted.

Refunds

Once we receive and inspect your return, we will tell you whether the refund is approved. If approved, we will refund the original payment method within 10 business days. Your bank or card provider may need additional time to post the refund.

Damaged, Thawed or Incorrect Items

Please inspect your order as soon as it arrives. If the seafood has arrived thawed, damaged, or you received the wrong item, contact us immediately so we can assess the issue and make it right. Photographs of the packaging and product help us resolve claims quickly.

Exchanges

If you would like a replacement, contact us about the item you received. Once the return is accepted, we will arrange a replacement or exchange, subject to availability.

Australian Consumer Law

Nothing in this policy limits or excludes any rights you have under the Australian Consumer Law, including your right to a replacement or refund for a major failure.