Refund policy

Refund and return policy

HASSAN EDAN operates millardpolar.shop from 71 Greenfields Dr, Epping VIC 3076, Australia. This policy applies to every order placed through the store.

Frozen food and change of mind

Seafood is perishable, so we cannot take back an order simply because you changed your mind after it was dispatched. If the parcel is still unopened, still frozen and you contact us within 30 days of delivery, we will refund the product value less the delivery charge.

Thawed, damaged or incorrect orders

Open the box and check it on the day it arrives. If anything is thawed, damaged, spoiled or not what you ordered, email info@millardpolar.shop or call +61 425 803 719 within 48 hours with your order number and photographs of the product and packaging. Once we confirm the problem we replace the item or refund the full amount paid for it, including any delivery charge for that item. You do not need to send thawed seafood back to us.

Missing or short deliveries

If tracking says delivered and the parcel is not there, tell us within 48 hours so we can open a carrier investigation. Where the carrier confirms a loss we replace or refund the order. Parcels sent to an address supplied incorrectly, or left unattended at your request, remain your responsibility.

How we pay refunds

Approved refunds go back to the original payment method within 5 to 10 business days; your bank may take a little longer to post the credit. We confirm every approval by email first. Orders placed before midday are usually packed and collected from Epping the same afternoon.

Your statutory rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage, and to have goods repaired or replaced if they fail to be of acceptable quality. Nothing in this policy limits those rights.

Return questions: info@millardpolar.shop or +61 425 803 719; our address is 71 Greenfields Dr, Epping VIC 3076, Australia.