Refund, Return & Cancellation Policy

At Pulasa Direct, we deal with highly perishable and seasonal seafood products that require controlled handling and time-sensitive delivery. Our policies are designed to ensure fairness, product quality, and operational transparency for both customers and our team.

Order Confirmation

Orders are considered confirmed only after:

  • successful payment completion,
  • order verification,
  • and serviceability confirmation for your location.

During high-demand seasonal periods, certain orders may require manual confirmation based on stock availability and delivery feasibility.

Cancellation Policy

Because Pulasa is a highly perishable product, orders cannot be cancelled once:

  • cleaning,
  • processing,
  • packing,
  • or dispatch preparation has started.

Customers may request cancellation only before the order enters processing stage.

Approved cancellations, wherever applicable, will be processed back to the original payment method within standard banking timelines.

Return Policy

Due to the perishable nature of seafood products, returns are generally not accepted once the order has been delivered.

We request customers to immediately inspect the package at the time of delivery and report any genuine issues within the specified support window.

Refund Policy

Refunds may be considered under the following situations:

  • Order could not be delivered
  • Wrong product delivered
  • Severe quality issue verified by our team
  • Product damaged during transit
  • Order cancelled before processing stage

All refund requests are subject to internal verification and approval.

Approved refunds will be processed to the original payment method within applicable banking timelines.

Quality Concerns

At Pulasa Direct, we maintain structured sourcing, hygienic handling, and cold-chain supported delivery processes to preserve product quality.

If customers experience any genuine quality concerns, they must:

  • share clear images/videos,
  • provide order details,
  • and contact support immediately after delivery.

Requests raised after extended storage, delayed opening, or improper handling at customer end may not qualify for refund or replacement consideration.

Exchange & Replacement Policy

Because seafood is temperature-sensitive and perishable, physical exchanges are not always operationally possible.

However, in verified cases involving:

  • incorrect product,
  • damaged packaging,
  • or major quality concerns,

our support team will review the situation and provide an appropriate resolution wherever applicable.

Delivery & Non-Availability

Pulasa availability depends on:

  • seasonal catch,
  • sourcing conditions,
  • river migration patterns,
  • and daily market supply.

In rare situations where confirmed stock becomes unavailable after order placement, customers will be informed regarding:

  • rescheduling,
  • alternate options,
  • or refund processing.

Customer Responsibility

Customers are requested to:

  • provide accurate delivery details,
  • remain reachable during delivery,
  • and ensure immediate refrigeration/freezing after receiving the order.

Pulasa Direct is not responsible for quality deterioration caused due to delayed storage after successful delivery.

Contact & Support

For any support related to:

  • cancellations,
  • refunds,
  • delivery concerns,
  • or quality issues,

customers can contact the Pulasa Direct support team through the official website or registered support channels.

Pulasa Direct

Built on trust, handled with care, delivered with responsibility.