Refund policy

Returns and refunds for frozen seafood

JIMMY NGUYEN sells perishable food. Because every item leaves our freezer already frozen, we cannot accept change-of-mind returns once a parcel has been delivered.

We will refund or replace your order, in full or in part, when:

• the parcel arrives damaged, leaking or visibly thawed;
• an item is missing from the order;
• you receive something different from what you ordered.

Please contact us within 48 hours of delivery at info@austintradingltd.shop or +61 465 179 320, with your order number and a photo of the item and its packaging. Claims raised after 48 hours cannot be verified against the cold chain and may be declined.

Parcels that never arrive: if tracking shows no movement, or the courier marks the parcel as lost, contact us within 7 days of the expected delivery date so we can open a trace with the carrier. We will replace the order or refund it once the carrier confirms the loss.

Approved refunds are returned to the original payment method. Card refunds usually appear within 5 to 10 business days, depending on your bank.

Nothing in this policy limits your rights under the Australian Consumer Law.