At Oceanbasket, we take complete responsibility for the quality of every product we dispatch. Seafood is perishable and quality-critical — we know that and we own it. This Refund and Cancellation Policy is written clearly so you always know exactly what to expect when something goes wrong, and exactly how to reach us to make it right.

For urgent quality complaints, call us immediately: 9966667411

1. Our Quality Guarantee

Every batch of seafood that leaves our facility at C/o Kamaleswari, Konempalem,atchuthapuram, Atchutapuram, Visakhapatnam, Anakapalle, Andhra Pradesh, India, 531011 has been inspected by our quality team for freshness, correct cleaning, accurate weight, and proper cold-chain packaging. We check odour, eye clarity (for whole fish), texture, colour, and packaging seal before dispatch. Despite this, perishable goods can occasionally be affected during transit. When that happens, Oceanbasket will make it right — no argument, no lengthy process.

2. Grounds for a Refund or Replacement

You are entitled to raise a complaint and claim a refund or replacement under the following verified circumstances:

Wrong Item Delivered: You received a different species, cut, or preparation state than what was listed in your order. For example, Rohu when you ordered Pomfret, or uncleaned fish when a cleaned product was ordered.

Weight Shortfall Beyond 10%: The delivered weight is more than 10% below the listed product weight. Natural variation within 10% is inherent to seafood and is not eligible for a claim. Claims for shortfall beyond 10% require a clear photograph of the product on a scale.

Spoilage or Quality Failure: The product shows clear signs of spoilage on delivery — including a strong, offensive odour inconsistent with fresh seafood, visible discolouration indicating decomposition, slimy or mushy texture, or visible mould. Note: fresh seafood has a mild, clean ocean scent — this is normal and not a defect.

Damaged Packaging: The outer packaging was physically damaged during delivery in a manner that compromised the product’s safety, sanitation, or edibility. If tamper-evident seals are broken upon arrival, photograph and report immediately.

Missing Items: One or more confirmed items from your order summary were not included in the delivered package.

3. Time Limit for Complaints — 2 Hours from Delivery

All quality complaints must be raised within 2 hours of delivery. This is a strict operational requirement, not an inconvenience — fresh seafood quality can deteriorate rapidly once the cold chain ends, and we cannot assess complaints raised after significant time has passed. The 2-hour window begins from the time our delivery partner marks the order as delivered.

To report a complaint: call 9966667411 or WhatsApp 9966667411 immediately. Do not wait to send an email for urgent quality issues — call first.

4. How to Raise a Complaint — Step by Step

Step 1 — Contact Us Immediately: Call or WhatsApp 9966667411 within 2 hours of delivery. Have your order number ready.

Step 2 — Provide Your Details: Share your order number, the item(s) in question, and a brief description of the issue (wrong item / spoiled / underweight / missing / damaged).

Step 3 — Send Photographs: Send clear photographs to 9966667411 or info@oceanbasket.in showing: (a) the outer packaging as received; (b) the product itself showing the defect clearly; (c) for weight disputes — the product on a kitchen scale. Photos must be taken before the product is stored, cooked, or otherwise handled.

Step 4 — Await Confirmation: Our quality team will review your complaint within 4 business hours and contact you with the proposed resolution. You will receive a written confirmation by email to info@oceanbasket.in.

5. Resolution Options

Once your complaint is verified and accepted by Oceanbasket, we will offer one of the following resolutions based on the nature of the issue and current product availability:

Replacement Delivery: We will dispatch a replacement of the same product at no additional charge, subject to availability in your delivery zone. Replacements are dispatched in the next available delivery slot.

Store Credit: A credit equal to the full value of the affected item(s) is added to your Oceanbasket account wallet. Store credit has no expiry date and can be used on any future order.

Full Refund: A refund to your original payment method for the value of the affected item(s). See Section 8 for processing timelines.

The final resolution offered will be at the reasonable discretion of Oceanbasket based on the nature of the complaint, subject to your agreement.

6. Order Cancellations

Before Processing: If your order has not yet been assigned to our fulfilment team, we can cancel it and issue a full refund. Call 9966667411 immediately — do not use email for cancellations as turnaround time may not be sufficient.

After Processing Begins: Once your order is being packed, cut, or cleaned to specification, cancellation is not possible. Fresh seafood preparation is irreversible.

After Dispatch: No cancellations are accepted once the order has been handed to the delivery partner. This is absolute for perishable goods.

Scheduled / Pre-booked Orders: Orders booked for a future delivery slot may be cancelled up to 12 hours before the scheduled delivery window for a full refund.

7. Non-Eligible Complaints

The following are explicitly not eligible for refund or replacement claims: (a) complaints raised more than 2 hours after delivery; (b) dissatisfaction with natural flavour, taste preference, or cooking outcome; (c) weight variation within the 10% natural tolerance; (d) quality issues resulting from improper storage after delivery (e.g., left unrefrigerated for extended periods); (e) products that have been cooked before the complaint is raised; (f) change of mind after delivery; (g) complaints without supporting photographs where photographs were required and requested.

8. Refund Processing Timelines

Once a refund is approved by Oceanbasket, funds are returned within the following standard timelines (from approval date):

  • Credit / Debit Card: 5 to 7 business days
  • UPI and Digital Wallets: 1 to 3 business days
  • Net Banking: 3 to 5 business days
  • Store Credit: Instantly credited to your Oceanbasket account

Refund processing timelines beyond Oceanbasket’s control (e.g., bank processing delays) are not our responsibility. If your refund does not appear after the stated period, contact your bank with the reference number we provide, and also reach us at info@oceanbasket.in.

9. Fraudulent or Repeat Claims

We investigate all claims in good faith. If we identify repeated complaint patterns from the same account without verifiable cause, or detect clear attempts at fraudulent refund claims, we reserve the right to decline future claims, suspend the account, and take further legal action as appropriate under Indian law.

10. Contact for Refund and Cancellation Queries

  • Phone / WhatsApp (urgent): 9966667411
  • WhatsApp: 9966667411
  • Email (non-urgent): info@oceanbasket.in
  • Hours: Monday to Saturday: 8:00 AM – 6:00 PM
  • Address: C/o Kamaleswari, Konempalem,atchuthapuram, Atchutapuram, Visakhapatnam, Anakapalle, Andhra Pradesh, India, 531011

Last Updated: 2025 | Oceanbasket