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REFUND AND CANCELLATION POLICY

Effective Date: 21-11-2025

Last Updated: 21-11-2025

At GoFish, customer satisfaction is our priority. We understand that sometimes things may not go as planned, and we are committed to resolving any issues fairly and promptly. This policy outlines our procedures for order cancellations, returns, and refunds.

1. Order Cancellation

1.1. Cancellation by Customer

Before Order Processing

  • Orders can be cancelled free of charge if the request is made before the order is processed for dispatch.
  • To cancel an order, please contact our customer support immediately via phone (+91 99899 59559) or email (contact@gofish.com).
  • Cancellation requests can also be made through your account on our Platform, subject to order status.

After Order Processing

  • Once an order has been packed and dispatched, cancellation may not be possible.
  • If the delivery executive has already left for delivery, the order cannot be cancelled.
  • In exceptional circumstances, please contact customer support, and we will try to assist you.

1.2. Cancellation by GoFish

We reserve the right to cancel orders in the following situations:

  • Product unavailability or stock-out
  • Delivery location is outside our serviceable area
  • Incorrect pricing due to technical errors
  • Suspected fraudulent activity
  • Failure of payment verification
  • Force majeure events (natural disasters, strikes, etc.)

In case of cancellation by GoFish, you will receive a full refund of any amount paid.

2. Returns and Replacements

2.1. Quality Issues

Due to the perishable nature of our products, we take quality very seriously. If you receive a product that is:

  • Not fresh or spoiled
  • Different from what was ordered
  • Damaged during delivery
  • Significantly different in weight (more than 10% less than ordered)

Please report the issue within 24 hours of delivery with:

  • Photographs of the product clearly showing the issue
  • Your order number
  • Brief description of the problem

2.2. Reporting Quality Issues

To report a quality issue:

  • Phone: Call +91 8921165365
  • Email: Send details to contact@mygofish.in
  • App/Website: Use the "Report Issue" feature in your order history

Our team will review your complaint and respond within 24-48 hours.

2.3. Resolution Options

Based on the nature and validity of the complaint, we may offer:

  • Full Refund: For products that are spoiled, significantly different, or undelivered
  • Partial Refund: For products with minor quality issues or weight discrepancies
  • Replacement: Subject to availability and logistics feasibility
  • Store Credit: Credit added to your GoFish account for future purchases

3. Refund Policy

3.1. Eligibility for Refund

Refunds are applicable in the following cases:

  • Order cancelled before dispatch
  • Order cancelled by GoFish due to unavailability
  • Valid quality complaints reported within 24 hours
  • Non-delivery of order
  • Payment charged but order not confirmed

3.2. Non-Refundable Situations

Refunds will NOT be provided for:

  • Change of mind after order dispatch
  • Incorrect address provided by customer leading to non-delivery
  • Customer unavailability at the time of delivery (after multiple attempts)
  • Quality complaints raised after 24 hours of delivery
  • Products that have been consumed or tampered with
  • Natural variations in fish appearance, size, or color
  • Minor weight variations within acceptable range (±10%)

3.3. Refund Process

For Online Payments (via Razorpay)

Once a refund is approved:

  • Refunds will be processed through Razorpay to the original payment method
  • Credit/Debit Card: Refund will be credited within 5-7 business days
  • Net Banking: Refund will be credited within 5-7 business days
  • UPI: Refund will be credited within 3-5 business days
  • Wallet: Refund will be credited within 1-3 business days

Please note that the exact time for the refund to reflect in your account depends on your bank or payment provider.

For Cash on Delivery (COD) Orders

  • Refunds for COD orders will be processed via:
  • Bank transfer (NEFT/IMPS) - requires your bank account details
  • Store credit added to your GoFish account
  • Bank transfer refunds are typically processed within 7-10 business days

3.4. Refund Amount

  • Full Refund: Original order amount will be refunded
  • Partial Refund: Proportionate amount based on the issue
  • Delivery Charges: May or may not be refunded depending on the situation
  • Refunded if: Order cancelled by GoFish, non-delivery due to our fault
  • Not refunded if: Customer-initiated cancellation after dispatch

4. Delivery Issues

4.1. Non-Delivery

If your order is not delivered:

  • Contact us immediately if you don't receive your order within the estimated delivery window
  • We will investigate with our delivery team
  • If the order cannot be delivered, a full refund will be processed

4.2. Partial Delivery

If you receive only part of your order:

  • Report the missing items within 24 hours
  • We will either deliver the missing items or process a refund for those items

4.3. Wrong Delivery

If you receive incorrect products:

  • Do not consume the incorrect products
  • Contact us within 24 hours with photos
  • We will arrange for replacement or refund as appropriate

5. How to Request a Refund

Step 1: Contact our customer support within 24 hours of delivery

  • Phone: +91 97444 05868
  • Email: contact@mygofish.in

Step 2: Provide the following information:

  • Order number
  • Issue description
  • Photographs (if applicable)
  • Preferred resolution (refund/replacement/credit)

Step 3: Our team will review your request and respond within 24-48 hours

Step 4: If approved, refund will be processed as per the timelines mentioned above

6. Store Credits

6.1. Store credits may be offered as an alternative to refunds in certain situations.

6.2. Store credits:

  • Are valid for 6 months from the date of issue
  • Can be used for any purchase on our Platform
  • Cannot be converted to cash
  • Are non-transferable

7. Special Circumstances

7.1. Promotional Orders

  • Refunds for orders placed with promotional discounts will be calculated based on the actual amount paid
  • Any bonus items or gifts received must be returned for full refund eligibility

7.2. Bulk Orders

  • Bulk or corporate orders may have different refund terms as agreed at the time of order
  • Please contact our support team for bulk order cancellations

8. Dispute Resolution

8.1. If you are not satisfied with the resolution provided, you may escalate the matter by emailing contact@gofish.com with subject "Escalation - [Order Number]"

8.2. Escalated complaints will be reviewed by our management team within 72 hours.

8.3. We are committed to resolving all disputes amicably and fairly.

9. Contact Us

For any questions or concerns regarding cancellations, returns, or refunds, please reach out to us:

GoFish Customer Support


Phone: +91 8921165365 (Available 8 AM - 8 PM, all days)

Email: contact@mygofish.in

Website: www.mygofish.in


We value your trust and are here to ensure your shopping experience with GoFish is always satisfactory.


Note: This policy is subject to change. Please check our website for the most current version.