Return, Replacement & Refund Policy

Return, Replacement & Refund Policy

(In Compliance with Qatar Law No. 8 of 2008 on Consumer Protection)

At Ocean Custom Seafood Trading W.L.L., we take pride in delivering pristine Russian Red King Crab under an unbroken -18°C ultra-cold chain. Due to the perishable and ultra-frozen nature of our luxury seafood, return and replacement requests are governed strictly by the following terms to safeguard food safety and quality standards.

1. Eligible Conditions for Replacement or Full Refund (Quality Guarantee)

Every delivery undergoes rigorous pre-dispatch inspection. We will promptly arrange an immediate replacement or issue a full refund if any of the following conditions are verified upon arrival:

  • Meat Fullness Guarantee Breach (<97% Fullness): Upon proper thawing, the cross-section of the crab leg visibly demonstrates severe hollowness, shriveling, or fails to meet our certified 97% meat density standard.

  • Cold-Chain Transit Compromise: The product arrives thawed, at ambient room temperature, or exhibits severe drip loss upon handover from our refrigerated courier.

  • Order Discrepancy: The item delivered does not match your confirmed order specification, grade, or weight category.

2. Non-Eligible Conditions (Exemptions & Disclaimers)

Under Qatar Consumer Protection regulations for perishable foodstuffs, returns, replacements, or refunds will NOT be honored under any of the following circumstances:

  • Failure to Report Within 12 Hours: Due to variations in household freezer performance and thawing practices, all quality claims must be formally submitted within exactly 12 hours of confirmed delivery. Requests received after 12 hours cannot be verified and will be strictly declined.

  • Customer-Caused Delivery Delays: Quality deterioration resulting from failed first-attempt delivery due to unanswered calls, incorrect address details, repeated rescheduling, or security gate delays at the destination.

  • Subjective Preferences: Cancellations or refund claims based on personal taste preferences, change of dining plans, or cancellation of private gatherings.

  • Discarded or Consumed Items: Claims where the product has already been disposed of, partially cooked, or fully consumed without photographic inspection proof.

3. Step-by-Step Claim Procedure (Within 12 Hours of Delivery)

If you encounter an issue covered under Section 1, please follow these mandatory steps within 12 hours:

  1. Capture Verification Media:

    • High-resolution photo/video of the affected crab leg (cross-section showing meat density or thawing condition).

    • Clear photo of the outer cold-box packaging and the shipping label/invoice.

  2. Submit via VIP Customer Concierge:

    • Contact us via WhatsApp (+974 4444 8116) or email ocean66shua@gmail.com.

    • Include your Order Number, Full Name, and a Brief Description of the issue alongside the photos.

  3. Preserve the Product in the Freezer:

    • Retain the product inside your freezer at -18°C. Our quality assurance team or refrigerated courier may collect the original package for official inspection.