Cancellation Policy
Cancellation Policy
Last Updated: March 13, 2026
At Soukees, we deal with highly perishable items—fresh harbor-sourced fish and seafood. To ensure the highest quality and zero wastage, we operate on a structured pre-order and processing schedule. Please read our cancellation policy carefully.
1. Cancellation by the Customer
- Before the Cut-off Time: You can cancel your order without any penalty before our processing cut-off time (typically 9:00 PM the day before your scheduled delivery). You can do this via the "My Orders" section in your account or by contacting our support team.
- After the Cut-off Time / Dispatch: Once the cut-off time has passed, your order is sent for cleaning, processing, and packing. Therefore, we cannot accept cancellations once an order has been processed or dispatched.
2. Cancellation by Soukees
We reserve the right to cancel any order under the following circumstances:
- Unavailability of Catch: Our supply depends entirely on the daily harbor catch. If the specific fish you ordered is unavailable or does not meet our strict quality standards, we will cancel the item/order and notify you immediately.
- Unforeseen Circumstances: Severe weather conditions, strikes, or logistical emergencies that make delivery impossible.
- Delivery Area: If the delivery address falls outside our current serviceable zones.
3. Refund Process for Cancellations
- Pre-paid Orders: If a pre-paid order is successfully cancelled before the cut-off time, or if Soukees cancels the order due to stock unavailability, a full refund will be initiated.
- Refund Timeline: Refunds will be credited back to the original payment method within 5 to 7 business days, depending on your bank or payment provider. Alternatively, you may choose to receive the refund instantly into your Soukees Wallet for future purchases.
- Cash on Delivery (COD): If you chose COD and cancel the order before the cut-off time, no refund process is necessary.
4. Failed Deliveries
If our delivery executive attempts delivery but is unable to reach you after multiple attempts, or if the delivery is rejected at the doorstep without a valid quality-related reason, the order will be considered complete. Due to the perishable nature of our products, no refunds will be issued for failed deliveries caused by customer unavailability.
5. Need Help?
If you need to cancel an order or have questions about a refund, please reach out to our support team as soon as possible: