Returns & Refunds
Our promise
Everything we sell is fresh, perishable seafood, hand-made to order in small weekly batches and delivered chilled. Because of that, this policy works a little differently from a policy for shoes or electronics — but you are never left out of pocket if something arrives wrong.
If something is wrong with your order
Contact us within 24 hours of delivery and we will replace the item or refund it in full — your choice. This covers product that arrives:
- damaged or leaking
- warm, spoiled, or out of condition on arrival
- incorrect, missing, or not as described
Email info@hookednsmoked.com.au with your order number and a photo if you can. A photo helps us fix the cause, but we will not refuse you for lack of one.
Please do not post anything back to us. Returning perishable seafood is neither safe nor useful. There is nothing for you to send and no return postage for you to pay.
Change of mind
We cannot accept returns or give refunds for change of mind on perishable food once it has been dispatched. Every order is cut, cured, smoked and packed for you specifically, and food that has left our control cannot be resold.
Changing or cancelling before dispatch
Before our weekly production cut-off you can change or cancel an order for a full refund — just email us. After cut-off your fish is already in production and we cannot cancel it.
Delivery and authority to leave
When you place an order you accept at checkout that your parcel may be left at the delivery address without anyone present to receive it. That is how chilled seafood reaches you across Australia, and it means the parcel becomes your responsibility once it has been delivered to the address you gave us.
So please make sure someone can bring it inside promptly, or that there is a cool, shaded, secure spot for it. If you have somewhere particular in mind, put it in the order notes and we will pass it to the courier.
We will still help when something genuinely goes wrong in transit. If your parcel is delayed, goes missing before it reaches you, or the courier delivers to the wrong address, tell us and we will chase it and make it right. What authority to leave does not cover is product that was delivered in good condition and then sat outside too long.
If delivery fails because the address given was incorrect or incomplete, contact us and we will work out the fairest outcome with you.
Refunds
Approved refunds go back to your original payment method, usually within 3–5 business days depending on your bank.
Your rights under Australian law
Nothing in this policy limits or replaces your rights under the Australian Consumer Law. Our goods come with guarantees that cannot be excluded. You are entitled to a replacement or refund for a major failure, and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they are not of acceptable quality and the failure does not amount to a major failure.
Contact
Hooked ‘n’ Smoked
info@hookednsmoked.com.au