Return and Refund Policy
As our dried fish products are perishable food items, we observe strict guidelines to ensure quality and fairness. Please read our policy below regarding returns, refunds, and damaged goods.
Refund Eligibility
You are only eligible for a return and refund if the goods delivered to you are genuinely damaged or contaminated.
Important Note Regarding Packaging: A broken, loose, or compromised vacuum seal during transit does not constitute a damaged product. Even if the seal is broken, the dried fish remains completely fresh, safe to consume, and retains its quality. Therefore, we do not issue refunds solely for broken vacuum seals.
How to Request a Refund
If you received a damaged or incorrect item, please contact us immediately so we can evaluate the issue and make it right. To initiate your request, we require the following:
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Clear pictures of the damaged or incorrect product delivered to you.
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Proof of purchase, including your order number, and the time and date you received the goods.
Please send these requirements to cravebuwad@gmail.com (or contact us at 09947516229) along with your contact information.
Physical Return Requirement
Once we have reviewed your pictures and validated your claim, you are required to return the damaged physical product to us via courier. Our customer support team will provide you with the return address and coordinate the shipping details with you.
Order Verification & 3-Day Rule
Please check your order immediately upon delivery to ensure that all items are complete and in good condition. If we do not receive any feedback, pictures, or concerns from you within three (3) days from the delivery date, the order will be considered complete, correct, and fully accepted.
Exceptions / Non-Returnable Items
Unfortunately, we cannot accept returns or process refunds on sale items, promotional freebies, or gift cards.
Exchanges
Because our products are perishable, we do not process standard exchanges. The fastest way to ensure you get the item you want is to reach out to us regarding your damaged/incorrect item. Once your return and refund are processed, you can simply make a separate purchase for the new item.
The Refund Process
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Inspection: We will notify you once we’ve received and inspected the returned physical item from the courier. We will then let you know if the final refund is approved.
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Manual Processing: Since we currently verify order payments manually while we transition to a fully automated payment gateway, all approved refunds will also be processed manually.
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Payout: If approved, our team will coordinate with you to send the refund directly back to your GCash account or preferred local payment method.