Refund policy
Last updated: 5 August 2026
Returns for Unopened Frozen Products
Due to the perishable nature of our products, unopened frozen products may be eligible for return within seven days of delivery, provided that they:
- Have remained fully frozen
- Are unused and unopened
- Remain in their original packaging
- Are accompanied by proof of purchase
All returns must be approved by SHAMI in advance and are subject to inspection.
The following products cannot be returned for a change of mind:
- Fresh seafood
- Thawed or opened products
- Custom-prepared products or services, including cut-and-devein or filleting
- Sale items
- Gift cards or discount codes
These restrictions do not affect any rights that may apply where a product is damaged, unsafe, defective, expired or incorrectly supplied.
Sealed Non-Perishable Products
Unopened and unused non-perishable products, including sealed sauces, marinades and spices, may be eligible for return within seven days of delivery, provided that:
- They remain in their original packaging
- The seal has not been broken or tampered with
- They are accompanied by proof of purchase
All returns must be approved by SHAMI in advance and are subject to inspection.
Products that have been opened, used, damaged after delivery or stored contrary to their packaging instructions cannot be returned for a change of mind.
These conditions do not affect any rights that may apply where a product is damaged, unsafe, defective, expired or incorrectly supplied.
Damaged, Defective, Unsafe, Expired or Incorrect Products
Please inspect your order immediately after delivery.
If an item is damaged, defective, unsafe, expired or incorrect, please contact SHAMI within six hours of delivery where reasonably possible.
When contacting us, please provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- Photographs of the packaging, where relevant
Please retain the affected product and its original packaging until SHAMI has reviewed the matter and provided further instructions. Do not consume any product that you believe may be unsafe.
Prompt reporting helps us assess issues involving perishable products. However, the six-hour reporting request does not limit any rights available under applicable consumer law.
Once the issue has been assessed, SHAMI will provide an appropriate remedy, which may include a replacement or refund.
Where SHAMI confirms that an item was delivered damaged, defective, unsafe, expired or incorrectly, SHAMI will arrange any required collection or replacement at no cost to the customer.
Return Process
To request a return, contact us at:
Email: orders@shamiseafood.com
WhatsApp: +27 61 425 4582
Phone: +27 21 696 2259
Please include your order number and the reason for the return.
If the return is approved, SHAMI will provide the applicable return or collection instructions. Returns must not be sent or delivered to our Kensington location before arrangements have been confirmed.
Products approved for return must remain properly stored and, where applicable, fully frozen until they are returned or collected.
Refunds
Once the returned product has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be processed to the original payment method within 10 business days.
Your bank or payment provider may require additional time to reflect the refund in your account.
If more than 15 business days have passed since your refund was approved, please contact us at orders@shamiseafood.com.
Exchanges and Replacements
SHAMI does not offer direct exchanges for change-of-mind returns.
Once an approved return has been completed, you may place a new order for the replacement product.
Where an item was delivered damaged, defective, unsafe, expired or incorrectly, SHAMI may arrange a replacement as an appropriate remedy.
Your Consumer Rights
The seven-day return option for unopened frozen and sealed non-perishable products is a voluntary SHAMI customer policy. It does not mean that all seafood or food purchases automatically qualify for a seven-day change-of-mind return.
The Electronic Communications and Transactions Act excludes certain transactions involving foodstuffs, goods that cannot reasonably be returned and goods that are likely to deteriorate or expire rapidly from its standard online cooling-off provision.
Separate rights under the Consumer Protection Act may still apply where products are unsafe, defective or fail to meet the required standards of quality. These rights cannot be removed by this policy.