Returns & Refunds退换货与退款

Returns

Because our products are highly perishable, our policy lasts 4 hours for live product and 24 hours for fresh or frozen product from the time you collect your order. Once that window has passed we can't offer a refund or exchange, so please check your order as soon as you receive it.

We do not provide refunds or returns for change of mind, as our products are perishable.

To be eligible for a refund, the item must be unfit for consumption or use and be retained in its original packaging. Anything partially consumed or used is ineligible.

To start a return we need your receipt or proof of purchase and photos of the issue, emailed to admin@mlff.com.au. We may issue a refund on the photos alone, or ask to inspect the goods in person. If we're inspecting, please keep the product frozen or chilled so it stays in the same state.

Refunds

Once your product has been assessed we'll email you to approve or decline the refund. If approved, the refund goes back to your original payment method — how long it takes to appear depends on your bank.

Late or missing refunds

Check your bank account, then contact your card company and your bank, as there is often processing time before a refund is posted. If you've done all of that and still can't see it, contact us at admin@mlff.com.au.

Exchanges

We only replace products that are defective or damaged, assessed the same way as a return. Email admin@mlff.com.au and we'll arrange a replacement at your next collection.

Cancelling or changing an order

Email madamseafood@mlff.com.au with the subject line "Request to cancel/amend order ######". Orders due for collection within 24 hours cannot be amended or cancelled.