Refund policy

Overview
At Meet UR Fish, we want every fish lover to be completely satisfied with their order. If something isn't right with your product, we're happy to make it right based on the conditions below.

1. Delivery Orders — Refund Eligibility

To be eligible for a refund on a delivered order, all of the following must be met:

  1. Timely notification — You've notified us via call, email, or WhatsApp within 8 hours of receiving the product.
  2. Proof of issue — A clear photo or video showing the product defect or quality concern (spoilage, damage, wrong item, etc.).
  3. Proof of purchase — Your order receipt or payment confirmation.

If any of the above conditions are not met, we reserve the right to decline the refund, or to offer full or partial store credit at our discretion instead of a cash refund.

2. Store Pickup Orders

Pickup orders follow separate terms, since the product is held and prepared specifically for your scheduled window:

  • Missed pickup window: If an order is not picked up within the provided pickup day(s) and time window, no refund will be issued. The fish is fresh and perishable, — once the window passes, it cannot be resold or held indefinitely.
  • Disposition of unclaimed product: Unclaimed fish may, within a reasonable time limit, be resold to other customers based on demand and product sellability (freshness/quality at the time). 
  • Customer-initiated cancellation: If you notify us before your pickup window that you're unable to pick up your order within the scheduled day/window, a 50% restocking fee will apply, and the remaining 50% will be refunded or issued as store credit.
  • We recommend reaching out as early as possible if you anticipate missing your pickup window — this gives us the best chance to reassign the product to another customer and keeps your restocking fee options open.

3. Refund Processing

Approved refunds are processed within 2–7 business days from the mentioned or actual delivery date.

Thank you for being part of the Meet UR Fish family — we appreciate your trust in us! 🐟