Terms & Conditions
Terms & Conditions
Seafood VNUK – VN Oriental Supermarket Ltd
1. About Us
Seafood VNUK supplies fresh and frozen seafood through online ordering and direct delivery. Customers do not see products before receiving them, so all items are prepared and packaged carefully following food safety guidance.
2. Product Quality
We aim to deliver products in good, fresh condition.
If a customer believes an item is not fresh or has an issue, they must:
- Contact us within 3 hours of receiving the delivery; and
- Provide clear photos or videos of the product and packaging.
We cannot offer support without evidence.
3. No Return Policy for Fresh Seafood
Due to food safety regulations in the UK, fresh and frozen seafood cannot be returned once delivered.
We can only review evidence (photos/videos) and offer support based on the condition shown.
4. Refunds and Replacements
After reviewing the customer’s evidence, we may offer one of the following:
- A partial refund;
- A full refund; or
- A replacement in the next available delivery.
All decisions are made fairly and based on clear evidence provided by the customer.
5. False or Unclear Claims
If the photos or videos do not match the issue claimed, or if evidence is unclear, we may not be able to offer a refund or replacement.
Repeated false claims may lead to the customer being refused future deliveries.
6. Cancellations
The following applies to all orders:
- Orders must be cancelled at least 24 hours before the scheduled delivery time.
- If a cancellation is requested within 24 hours of delivery then the order cannot be cancelled.
- If a customer refuses the order without a valid reason on delivery, a cancellation fee of 50% of the total order value will apply to cover product and delivery costs.
7. Responsibility After Delivery
Once the customer receives the order, they are responsible for correct storage (refrigeration or freezing immediately).
We cannot refund or replace items damaged due to improper storage.
8. Allergies and Safety
Customers are responsible for checking ingredients and handling products safely at home.
We cannot accept responsibility for allergic reactions if we were not informed in advance.
9. Delivery Conditions
Our drivers deliver to the address provided by the customer.
If no one is available to receive the order, the driver will wait up to 15 minutes. If the delivery fails due to the fault of the customer, a redelivery fee may apply.
10. Changes to Terms and Conditions
We may update these Terms & Conditions at any time. The latest version will apply to all orders.