Refund policy

Refunds & Returns

Last updated: August 22, 2025

At Pacific Oyster Co., we’re all about making oysters simple, special, and fun—but when it comes to refunds and returns, we have a few policies in place to ensure fairness, food safety, and top-notch customer service.

Because our products range from live oysters to accessories and condiments, refund and return eligibility will vary. Please read the relevant section below based on your order.

Live Oysters & Perishable Products

Due to the highly perishable nature of live oysters, we do not accept returns or issue refunds unless the oysters arrive spoiled, damaged or compromised.

If you receive an order that is spoiled or defective, please contact us within 24 hours at hello@pacificoysters.com.au with clear photos of the issue so we can review and arrange a suitable resolution.

  • ✅ Frozen or processed oysters — Returns may be considered if the item is unopened and in its original packaging.

  • ❌ Live oysters — All sales are final.

Pop-Up Shop Orders

Collection Policy
All orders must be collected from the designated pick-up location during the specified hours.

Missed Pick-Ups
🚨 Oysters are perishable—if you miss the collection window, no refund will be issued.

If you cannot make your collection time, you may request home delivery before the pick-up window closes.

Missed pick-up deliveries are available for a $49.00 AUD fee (payable via EFTPOS, bank transfer, or cash).

Adelaide Metro Delivery Orders

Delivery Instructions
If you will not be home at the time of delivery, please ensure you have:

  • A suitable means of refrigeration, such as an esky with ice packs, or

  • A safe place for our driver to leave the order.

Responsibility for Delivered Oysters
Our oysters are packed in insulated cartons with an ice pack. Once your order has been delivered and handed over to you (or left in the agreed location), Pacific Oyster Co. is no longer responsible for maintaining its condition.

Condiments, Gloves & Shuckers

Returns & Exchanges
If your condiments, gloves, or shucking tools are unused and in their original packaging, you may return them within 14 days of purchase with proof of purchase.

Damaged or Defective Items
If your item arrives damaged or defective, please email us within 48 hours of receipt at hello@pacificoysters.com.au with clear photos, and we’ll arrange a replacement or refund.

Event-Based Services

Live Shucking & Catering

  • Cancellations or changes to bookings must be made at least 14 days before your event for a full refund or rescheduling.

  • Cancellations within 14 days of the event are non-refundable.

  • If we need to cancel due to unforeseen circumstances, you’ll receive a full refund or the option to reschedule.

Refunds

Refund Process
Once your return is received and inspected, we’ll notify you via email about the approval or rejection of your refund.

  • If approved, refunds will be processed within 3–10 business days and credited to your original payment method (processing times may vary depending on your bank or provider).

  • If denied, we’ll explain why and offer alternative solutions.

Late or Missing Refunds
If you haven’t received your refund within 10 business days:

  1. Check your bank account again.

  2. Contact your credit card provider—it may take time before the refund is officially posted.

  3. Reach out to your bank, as processing delays may occur.

If you still haven’t received your refund, email us at hello@pacificoysters.com.au.

Exchanges

We replace items only if they are defective or damaged.
If you need an exchange, please email us at hello@pacificoysters.com.au to arrange the return and reissue of your item.

Gifts

  • If your item was marked as a gift at the time of purchase and shipped directly to you, you’ll receive a gift credit for the return value.

  • If the item wasn’t marked as a gift, refunds will be issued to the original purchaser.

Shipping Returns

Return Shipping Costs

  • You are responsible for paying your own shipping costs when returning items.

  • Shipping costs are non-refundable unless the item is defective or damaged.

Shipping Considerations
For valuable returns, we recommend using a trackable shipping service or purchasing shipping insurance.
We cannot guarantee receipt of returned items without tracking.

Need Help?

For any questions or concerns, contact us at hello@pacificoysters.com.au, and we’ll get back to you as soon as possible.

Oyster Regards,
Pacific Oyster Co.