Refund policy

Last updated: 27 October 2026

This Refund and Return Policy applies to all orders placed with ZHENNA LAY through this website. We want you to be satisfied with every order. Please read this policy carefully before placing an order, as it explains your rights and the conditions under which returns, replacements and refunds are accepted.

Returns

We accept returns on eligible items within 30 days of the delivery date, provided that the item is unused, in its original packaging and in a resalable condition. To start a return, contact us at support@soderlundnoomi.shop or call +61 7 5576 9925 with your order number and the reason for the return. We will confirm whether the item is eligible and provide return instructions.

Items sent back to us without first requesting a return will not be accepted. Please do not send products back to our street address without written return instructions from our team.

Perishable and frozen goods

Because our seafood products are perishable, frozen, chilled and live items cannot be returned for change of mind once they have been dispatched, for food safety and quality reasons. This does not affect your statutory rights.

If perishable goods arrive thawed, damaged, spoiled or are not what you ordered, please contact us within 48 hours of delivery with your order number and clear photographs of the product and packaging. We will arrange a replacement or a full refund as appropriate.

Damaged or incorrect items

If your order arrives damaged, incomplete or incorrect, please notify us within 48 hours of delivery. Once the issue is confirmed, we will cover the cost of return shipping (where a return is required) and issue a replacement or a full refund to your original payment method.

Return shipping costs

For approved returns of eligible, non-perishable items that are not faulty, the customer is responsible for the cost of return shipping. Return shipping is free of charge where the item delivered was damaged, defective or incorrect, or where required by applicable consumer law.

Refunds

Once your return has been received and inspected, we will notify you of the outcome by email. Approved refunds are issued to the original payment method within 5 to 10 business days. Your banking institution may require additional processing time before the funds appear in your account. Shipping charges are non-refundable except where the order was damaged, defective or incorrect.

Exchanges

We replace items only when they are defective or damaged. If you would like to exchange an eligible non-perishable item for a different product, please contact us and we will confirm availability and any price difference before proceeding.

Non-returnable items

Perishable, frozen, chilled and live seafood returned for change of mind.
Items marked as final sale or clearance.
Gift cards.
Items received more than 30 days after delivery.
Items that have been used, altered or damaged after delivery.

Australian consumer rights

Nothing in this policy excludes, restricts or modifies any right you may have under the Australian Consumer Law or any other consumer protection law that cannot lawfully be excluded. Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.