Returns & Exchanges

🍣 The Catch Seafood and Sushi: Online Order Policy

Our goal at The Catch Seafood and Sushi is to ensure you receive fresh, high-quality, and accurate orders every time. Due to the perishable nature of our products (seafood and sushi), we have specific guidelines for returns and exchanges.

📦 General Policy for Food Orders

All sales are considered final once the order has been prepared and picked up or delivered, except in cases of order error or quality issues described below.

Time Limit: All issues related to an order must be reported to the restaurant within one (1) hour of the scheduled pickup time or the recorded delivery time. We cannot address complaints reported after this timeframe.

Return of Product: We may require the return of the unsatisfactory food item(s) in its original packaging to the restaurant location for verification before a refund or credit is processed. Do not consume the entire item if you intend to report an issue.

❌ Situations Eligible for Refund or Exchange

We will provide a refund, store credit, or replacement item (exchange) under the following conditions:

Order Inaccuracy: You received an item that was significantly different from what you ordered (e.g., received a salmon roll instead of a tuna roll, or the wrong main dish).

Resolution: We will offer to remake and replace the incorrect item, or provide a full refund/credit for the incorrect item's value.

Missing Item: An item you paid for was completely missing from your order.

Resolution: We will deliver the missing item, or provide a full refund/credit for the missing item's value.

Quality Issues: The food item is proven to be of unacceptable quality (e.g., spoiled, undercooked, or clearly damaged upon receipt). This excludes issues related to personal taste preference or items being cold due to delayed pickup/delivery outside our control.

Resolution: After verification, we will offer to remake and replace the item, or provide a full refund/credit for the item's value.

🚫 Situations Not Eligible for Refund or Exchange

The following issues generally do not qualify for a refund or exchange:

Personal Taste/Preference: You did not like the flavor or texture of an item.

Temperature Issues: Food that has cooled down or melted due to a delay in customer pickup or a delay caused by the delivery service after the order has left the restaurant.

Incorrect Address/Delivery Instructions: Issues arising from the customer providing an incorrect delivery address or insufficient delivery instructions.

Consumed Product: A request for a refund or exchange for an item that has been fully or substantially consumed.

📞 How to Report an Issue

Provide Details: Have your order number and a detailed explanation of the issue ready.

Photo Verification: For quality or accuracy issues, we strongly recommend and may require you to send a photograph of the item(s) in question to our email address for immediate review.

Note: Refunds will be processed back to the original form of payment and may take 3-5 business days to appear on your statement, depending on your bank. Store credits can be issued instead and can be applied to your next online order.