Refund policy

Overview

At Crab Shack, we are committed to delivering premium-quality fresh seafood to our customers. As a supplier of perishable goods, we adhere strictly to the Australian Consumer Law (ACL) to ensure your rights are protected.

Consumer Guarantees

Under the ACL, our products come with guarantees that cannot be excluded. This means that if a product fails to meet consumer guarantees—such as being of acceptable quality, fit for purpose, or matching its description—you are entitled to a remedy, which may include a refund, replacement, or compensation.

Returns for Perishable Goods

Due to the perishable nature of fresh seafood, we cannot accept returns for change-of-mind purchases. However, if the product is faulty, not as described, or unfit for consumption upon delivery, please contact us immediately.

Reporting Issues

If you receive a product that is spoiled, damaged, or otherwise not up to standard, please notify us within 24 hours of purchase. Provide your name,  phone number, order number, a description of the issue, and photographic evidence to assist us in resolving the matter promptly.

Remedies

Upon verification of the issue, we will offer one of the following remedies in accordance with the ACL:

    Refund: A full refund of the purchase price.

    Replacement: A replacement of the product at no additional cost.

The chosen remedy will depend on the nature of the issue and your preference.

Contact Us

For any concerns or to report an issue with your order, please contact our customer service team:

    Email: info@crabshack.com.au
    Phone: +61 409 723 829
    Business Hours: Mon-Fri 9am-4pm

We are dedicated to ensuring your satisfaction and will work diligently to resolve any issues.