Return & Exchange Policy
Order, Delivery & Return Policy
At Fish House, we are committed to providing a reliable shopping experience that ensures our seafood and food products reach you with the highest standards of quality and freshness. To ensure clarity and protect the rights of all parties, please review the following Order, Delivery, and Return Policy.
First: Order Policy & Delivery Coverage
Service Areas
We currently provide our services in:
- Eastern Province
- Riyadh City
- Qassim Region
We aim to expand our services to cover more regions across the Kingdom of Saudi Arabia in the near future, God willing.
Orders Outside Coverage Areas
We currently apologize for not accepting orders outside the specified service areas in order to maintain product quality and safety during transportation and delivery.
Minimum Order Value
The minimum order amount is:
200
Order Preparation & Delivery Time
Orders are prepared and delivered within:
24 to 48 hours maximum
Delivery times may vary during exceptional circumstances, peak seasons, or high-demand periods.
Second: Weight & Cleaning Policy
- Fish and seafood weights are calculated before cleaning or cutting.
- Some products may lose part of their weight after cleaning and preparation, and in certain cases, the loss may reach nearly half of the original weight.
- The weight stated on the invoice is the gross weight before processing.
- Customers may request products without cleaning by adding a note during checkout.
Third: Cancellation & Modification Policy
Order Cancellation
Orders may be canceled and refunded within:
One hour only from the payment time
Provided that the order status is still:
“Under Review”
Order Processing
Once the order status changes to:
“In Preparation”
The order can no longer be canceled or modified due to the start of preparation, cutting, and packaging processes specifically for the customer.
Failure to Receive the Order
If the delivery representative arrives and the customer fails to receive the order, Fish House reserves the right to cancel the order without refund due to the sensitive nature of food products.
Fourth: Delivery & Address Policy
Importance of Availability During Delivery
Due to the nature of fresh and frozen products, customers must be available at the scheduled delivery time to receive the order directly.
Fish House is not responsible for any impact on product quality caused by delays in receiving the order after the delivery representative arrives.
Changing the Delivery Address
If the customer requests a delivery address change after order confirmation:
- An additional fee of 20 will apply
- The new address must be within the same city
Fifth: Return & Compensation Policy
For food safety reasons, healthy and properly delivered products cannot be returned or exchanged after receipt.
Exceptions include the following cases:
Incorrect or Missing Items
Customers must contact us via WhatsApp within:
One hour of receiving the order
and provide clear photos showing the issue.
Product Quality Issues
The following conditions must be met:
- The product must be kept refrigerated or frozen
- The product must not be used
- The product must remain in its original condition until reviewed by customer service
The case will then be evaluated and an appropriate compensation decision will be made.
Sixth: Refund Policy
If a cancellation or refund request is approved, the amount will be refunded through the same payment method used within:
14 to 21 business days
The time required for the refund to appear may vary depending on the customer’s bank or payment service provider.
Contact & Customer Service
WhatsApp:
+966 50 545 5672
Email: