Refund policy

Returns and refunds

We want every order to arrive in perfect condition. If something is not right, contact us at service@manuelpetmarket.shop or +61 2 6383 0762 within 48 hours of delivery so we can help.

Return window

Returns are accepted within 30 days of delivery. To be eligible, items must be unopened, still frozen, and in their original packaging with labels intact.

Damaged or incorrect items

Frozen seafood is perishable. If your order arrives damaged, thawed, or different from what you ordered, send us a photo of the item and packaging within 48 hours. We will arrange a replacement or a full refund for the affected items.

How to start a return

Email service@manuelpetmarket.shop with your order number and the reason for the return. We will reply with return instructions. Please do not send items back before contacting us.

Refunds

Once a return is received and inspected, we will notify you whether it is approved. Approved refunds are issued to the original payment method within 5 to 10 business days. Shipping charges are refunded when the return is caused by our error.

Exceptions

For food safety reasons we cannot accept returns of items that have been thawed, opened, or improperly stored after delivery. This does not limit your rights under the Australian Consumer Law.