Refund policy

Ghan Bros Seafood — Refund Policy

Our products are perishable fresh food, so this policy works a little differently to a typical online store — but your rights under the Australian Consumer Law always apply in full.

Your rights under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods replaced or refunded if the goods fail to be of acceptable quality.

If something isn't right

If your order arrives damaged, spoiled, incorrect, or not of acceptable quality:

  1. Contact us the same day you receive the order — through the contact page, or at the market counter. Fresh seafood deteriorates quickly, so prompt contact helps us assess the issue fairly.
  2. Include a photo of the item and packaging where possible, and your order number.
  3. We will offer a replacement, store credit or full refund of the affected items — your choice for any major failure. Refunds go back to your original payment method, normally within 5–10 business days.

You do not need to return perishable items to us; please do not consume goods you believe are unsafe.

Change of mind

Because our products are perishable and cut/packed to order, we cannot offer refunds or exchanges for change of mind once an order has been prepared. If you need to change or cancel an order, contact us before the same-day cutoff (10am) and we will do our best to accommodate it.

Natural weight variation

Seafood sold by weight is packed to the ordered weight with a small natural variation (around ±5%). We aim to pack at or slightly above the ordered weight. Variation within this range is not a fault; if your order is materially under the weight you paid for, contact us and we will refund the difference or replace the item.

Delivery issues

If a delivery cannot be completed because of an error on our part, we will replace the order or refund it in full. If a delivery fails because the address was incorrect or no safe delivery option was available and the goods perished, contact us and we will work out a fair outcome — perishable goods left unattended beyond their safe window cannot always be refunded.

Contact: Ghan Bros Seafood, Fyshwick Fresh Food Markets, 36 Mildura Street, Fyshwick ACT 2609 · via our contact page.