Return, Refund & Remedy Policy

1.1. Due to mandatory deep-freeze storage requirements (-18°C) and food hygiene regulations, frozen seafood products successfully delivered conforming to specifications are not returnable solely due to customer personal preference changes ("change of mind").

1.2. This core principle strictly does not limit statutory consumer remedies for defective products, quality non-conformity, transit cold-chain failure, wrong items delivered, or packing errors caused by Mekong Meris.

Where an order qualifies for resolution due to Mekong Meris or carrier fault, customers may choose either of the following remedies:

• Option 1: Product Replacement: Mekong Meris dispatches a fresh conforming product under cold-chain packaging completely free of charge.
• Option 2: Monetary Refund: 100% refund of the affected item value via direct bank transfer to the customer account (applicable to COD orders as well).

To expedite evidence verification and carrier route auditing, Mekong Meris recommends reporting issues within the following operational targets:

• Temperature Deviation / Thawing Issues: Recommended reporting within 2 hours of delivery with clear photographs for immediate transit inspection.
• Mismatched Items, Missing Quantity, or Outer Package Damage: Recommended reporting within 24 hours of delivery for warehouse packing video audit.

Note: Reports made outside these target windows remain eligible for review and resolution in accordance with consumer protection regulations.

• Initial Acknowledgement: Mekong Meris commits to providing an initial response to all formal complaints within a maximum of 3 business days.
• Refund Disbursement: Once approved, refunds are processed via bank transfer within 3 to 5 business days.

Returned frozen goods are strictly quarantined upon return and never automatically returned to commercial sale. All reclaimed batches undergo formal QC inspection and compliant handling to ensure uncompromising consumer safety.