At ZAIWAH AL SAYAD, we are committed to providing our customers with fresh fish, high-quality seafood, and freshly prepared meals. As our products are perishable and often prepared specifically for each order, we have specific conditions regarding cancellations, returns, and refunds.
Order Cancellations
Because our fish and meals are prepared and/or selected specifically for each order, customers are encouraged to contact us as soon as possible if they wish to cancel or modify an order.
Once an order has been prepared, packed, or dispatched, cancellation may no longer be possible and a refund may not be available.
Fresh Fish & Seafood
Fresh fish and seafood are perishable products and cannot generally be returned once they have been delivered or collected.
However, if you receive fish or seafood that is spoiled, damaged, incorrect, or does not meet reasonable quality standards, please contact us as soon as possible after receiving your order.
We may request photographs or other information to assess the issue. Depending on the circumstances, ZAIWAH AL SAYAD may offer a replacement, refund, or another appropriate resolution.
Prepared Meals
Our meals are freshly prepared for each order and are therefore not eligible for return after delivery or collection.
If you receive:
- The wrong meal.
- A missing item.
- A damaged or spilled meal.
- A meal with a significant quality issue.
- An item that differs substantially from what was ordered.
Please contact us as soon as possible so that we can review the issue and, where appropriate, provide a replacement or refund.
Refunds
Refunds may be considered when:
- The wrong product or meal was provided.
- An item was missing from the order.
- Fresh fish or seafood was received in an unacceptable condition.
- A prepared meal arrived damaged or with a significant quality issue.
- You were charged for an item that was not provided.
- ZAIWAH AL SAYAD cancels an order and the customer has already paid.
Refunds are assessed on a case-by-case basis.
Where appropriate, ZAIWAH AL SAYAD may provide a replacement instead of a monetary refund.
Non-Refundable Situations
Due to the perishable nature of our products, refunds or returns will generally not be provided for:
- Change of mind after the order has been prepared.
- Incorrect selections made by the customer when placing an order.
- Food or fish that has already been consumed or partially consumed.
- Products that have been improperly stored by the customer after delivery or collection.
- Orders that were correctly prepared and delivered according to the customer’s order.
- Failure to receive an order due to an incorrect or incomplete delivery address.
- Failure to collect an order within the agreed collection time.
- Personal preferences regarding taste, seasoning, cooking level, or preparation where the order was prepared as requested.
Incorrect or Missing Orders
If your order is incorrect or incomplete, please contact us as soon as possible after receiving it.
Please provide your order number and details of the missing or incorrect item. We may arrange for the affected item to be replaced or issue an appropriate refund.
Damaged or Poor-Quality Products
If your fish, seafood, or prepared meal arrives damaged, spoiled, leaking, or otherwise in an unacceptable condition, please contact us promptly.
To help us investigate the issue, we may request photographs of the product and packaging.
After reviewing the situation, we will determine the appropriate solution, which may include a replacement, refund, or other resolution.
Delivery Issues
Customers are responsible for providing accurate delivery information, including the correct address and contact number.
If an order cannot be delivered because the customer provided incorrect information, is unavailable to receive the order, or otherwise prevents delivery, ZAIWAH AL SAYAD may not be able to provide a refund.
For perishable products, customers should ensure that someone is available to receive the order and that the products are stored appropriately immediately after delivery.
Refund Processing
Once a refund has been approved, it will normally be processed through the original payment method used for the order.
The time required for the refund to appear in your account may vary depending on your bank, card issuer, payment provider, or financial institution.
Promotional & Discounted Orders
Orders placed using promotional offers, discounts, vouchers, or special offers are subject to the terms and conditions of the applicable promotion.
Where a refund is approved for a discounted order, the refund will generally be based on the amount actually paid by the customer.
How to Request a Refund or Report an Issue
If you have an issue with your order, please contact ZAIWAH AL SAYAD as soon as possible after receiving your order.
Please provide:
- Your order number.
- The name used for the order.
- A description of the issue.
- Photographs of the product and packaging, where applicable.
Our team will review your request and determine the appropriate resolution.
Contact Us
For questions regarding cancellations, refunds, returns, fish and seafood quality, or meal orders, please contact ZAIWAH AL SAYAD using the contact details provided on our website.
ZAIWAH AL SAYAD reserves the right to assess refund and replacement requests individually based on the circumstances of each order.