Last updated: 20 October 2026

Our seafood is perishable, chilled or frozen food. To keep it safe for everyone, we can’t accept returns because you changed your mind. We will always put things right if your order arrives damaged.

When we refund or replace

We offer a refund or replacement (your choice, subject to stock) if your order arrives:

damaged, for example a torn vacuum pack or broken packaging;
thawed or warm because of a problem in our delivery; or
wrong or incomplete compared with your order confirmation.

How to report a problem

Message us on WhatsApp (+60 11-1140 5539) within 24 hours of delivery or pickup.
Include your order number and clear photos of the product, the packaging and the label.
Keep the product chilled or frozen until we reply. Please don’t throw it away until we have agreed the next step.

We will review your report and reply as soon as possible, usually within 1 working day.

What we can’t refund

Change of mind, or ordering the wrong item or quantity.
Products that were damaged or thawed after delivery or pickup, for example left out of the fridge or freezer.
Reports made more than 24 hours after delivery or pickup, or without photos.
Normal natural variation, such as pack weights within the stated “ca.” range or the colour of wild fish.

How refunds are paid

Approved refunds go back by the same method you paid with (bank transfer, Touch ’n Go eWallet or cash), within 7 working days of approval. If you prefer, we can replace the item in your next order or delivery instead.

Cancellations

You can cancel an order free of charge before we pack or dispatch it. Pre-orders for air-flown Frøya salmon can be cancelled up to 1 day before the arrival date. After that, the salmon has been ordered from Norway for you.

Questions? WhatsApp +60 11-1140 5539 or email info@norgesfoods.com. — Mitchell, Norgesfoods