Refund policy

Returns and refunds

Every order from Joe-Mar Robert GOULD-MATIENZO is packed in insulated cold-chain packaging and checked before it leaves our facility. Because our products are perishable frozen seafood, this policy explains what we can do when something is not right.

Food safety and change of mind

For food safety reasons we cannot accept returns of frozen seafood because you have changed your mind, or once a product has been thawed or opened. Nothing in this policy limits your rights under the Australian Consumer Law.

Damaged, thawed or incorrect orders

Please inspect your delivery as soon as it arrives. If a product arrives thawed, damaged, missing or different from what you ordered, contact us within 48 hours of delivery at info@modarivo.shop with your order number and clear photos of the parcel and the product. Once we confirm the issue we will arrange a replacement or a full refund, including any delivery charge paid.

Late or lost deliveries

If your order has not arrived within the estimated delivery window, email us and we will open a trace with the carrier. Orders confirmed lost in transit are replaced or refunded in full.

Refund timing

Approved refunds are issued to the original payment method. Your bank or card provider may take 5–10 business days to show the credit.

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 compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Contact

Questions about an order? Email info@modarivo.shop or call +61 2 4981 2629. Our business address is 201 Foreshore Drive, Corlette NSW 2315, Australia.