Refund and returns policy

Overview

As you know, providing goods in large quantities and repeatedly often involves certain error rates. We always listen to customers and deal with any issues based on principles of fairness, goodwill, and objectivity.

Our refund and returns policy lasts 20 days since the date you receive the goods. If 20 days have passed since the date of receipt, we can’t offer you a refund or exchange.

Refunds

You need to provide us with evidence of the quantity of items with quality issues, what those quality issues are, such as detailed images and videos, so that we can accurately determine the problem.

We will reject the resolution when we only receive general feedback about the goods not meeting requirements without specific evidence.

We will also reject microbiological and chemical test results performed by the buyer or end buyer if there is no written request for microbiological testing from the destination customs or authorities. This is because the authorities in Vietnam have issued a Health Certificate with detailed test results.

If you are approved, then your refund will be processed. There are two refund methods available: either a discount on your next order or a deduction from the current order’s payment if applicable. Direct refunds via bank transfer are quite complex due to Vietnamese legal regulations.

Need help?

Contact us at ellen@fseafood.vn for questions related to refunds and returns.