Refund policy

Please check your payment carefully.

Make sure all prices and fees are accurate before finalising your transaction.

 

Please carefully inspect the order within 24 hours of receiving your order. 

Due to the nature of the products, we are unable to accept refunds or exchanges once the packaging has been opened. 

If there are any issues with the products, please contact us immediately; claims cannot be processed after this period. 

We recommend taking photos and videos when unpacking the items and providing this evidence to customer service to facilitate our follow-up.

In the event of any dispute, ON HING DRY SEAFOOD reserves the right to make the final decision. 

[NO RETURNS or EXCHANGES]

*Due to the special shipping requirements for frozen goods, we are unable to process returns or exchanges. 

*Discounted items are not eligible for returns or exchanges. 

 

[LOST PACKAGES]

*We will not be responsible for any additional costs incurred if a package cannot be delivered due to incorrect or incomplete shipping information provided by the customer. 

 

[PERSONAL REASONS/ CHANGE OF MIND]

*Full refunds are not available; relevant platform proceeding fees will be deducted.

 

If the item has already been shipped:

- You are responsible for the shipping costs to return the items to ON HING DRY SEAFOOD. 

- The relevant amount will be refunded once we receive the returned items. 

 

[PRODUCT ISSUES]

1. Damaged packaging: Caused during shipping.

2. Packaging errors: item, specifications, weight or quantity

We will cover the shipping costs for the customer to return the items. Upon receipt of the returned item, we will issue a refund and reship the correct item. 

 

[LATE PICKUP]

Pickup orders can be held for up to 2 weeks

(Counting from the date of order)

If the order is not picked up within 2 weeks, it will be cancelled. 

 

*Quality issues: If you suspect the product is mouldy or damp, please contact customer service first and provide relevant photos.

- We assume no liability for returns requested due to product spoilage resulting from improper storage.