Return and refund policy

Last updated: October 27, 2026

Crab Royale is operated by Wyonna Keontay Heard, an individual doing business as Crab Royale as a U.S. sole proprietor. This policy applies to seafood, utensils, and accessories purchased from crab-royale.com.

1. No change-of-mind returns

We do not offer returns, exchanges, or refunds simply because you changed your mind, no longer want an item, or prefer a different product. This applies to both perishable seafood and nonperishable utensils and accessories.

This restriction does not apply when goods are faulty, unsafe, incorrectly supplied, not as described, or otherwise fail an applicable consumer guarantee. Sale items and bundle purchases have the same statutory protections as other purchases.

2. Australian consumer rights

Nothing in this policy excludes, restricts, or modifies rights or remedies that cannot lawfully be excluded, including under the Australian Consumer Law.

For a major failure, Australian consumers are entitled to choose a refund or replacement and may be entitled to compensation for reasonably foreseeable loss or damage. For a minor failure, we will provide an appropriate remedy without charge within a reasonable time; further rights arise if the problem is not resolved as required by law. A refund required by law will not be replaced with store credit without your agreement.

There is no blanket 24-hour, 48-hour, or 30-day limit on statutory claims. The applicable period depends on the circumstances and the nature and expected life of the goods.

3. Report a problem with your order

Email support@crab-royale.com with your order number or other reasonable proof of purchase and a description of the issue. Tell us which items are affected and whether the problem concerns damage, condition, an incorrect or missing item, or delivery.

Photographs of the product, packaging, shipping label, and any relevant condition on arrival can help us assess a claim. We may request reasonable, relevant information, but photographs and original packaging are not absolute conditions for exercising statutory rights. Tell us if evidence is unavailable. You do not need to photograph an item you never received.

Please report problems promptly, especially with perishable seafood, so the condition on arrival can be assessed. This request does not create a fixed deadline that removes legal rights.

4. Seafood condition and handling concerns

Contact us promptly if seafood arrives thawed, unusually warm, spoiled, leaking, damaged, or otherwise appears unsafe or different from what was ordered. Do not consume food you suspect is unsafe. Do not taste it to test its safety.

Do not ship perishable seafood back without instructions from us. We will arrange a suitable way to assess the problem and advise on any collection or safe disposal that is needed. You are not required to retain unsafe food in a way that creates a health risk. Record available evidence if it is safe to do so.

Our assessment will consider the condition on delivery, the available evidence, and applicable law. We do not automatically reject a claim because the product is perishable or because packaging has been opened. A problem caused solely by improper storage or handling after a conforming delivery may not qualify for a remedy; this does not excuse a problem that existed on delivery.

5. Returns of utensils and accessories

Contact us before returning an item so we can provide the appropriate return address and instructions. The business correspondence address below is not a designated returns address. If a statutory claim requires a return, we will arrange or reimburse reasonable return costs as required by law. You will not be charged a restocking fee for a valid consumer-guarantee claim.

We may assess the item before determining the appropriate remedy. Our process must not unreasonably delay or prevent rights available under applicable law.

6. Missing, delayed, or undelivered orders

If an order has not arrived by the end of the estimated delivery period, or tracking says delivered but you cannot locate it, contact us. We will investigate with the supplier and carrier and provide a remedy where required. We remain your point of contact; a carrier investigation does not remove our responsibility or your rights.

If only part of a bundle is missing or affected, we will assess the appropriate remedy for that part and any rights relating to the purchase as a whole.

7. Refund amounts and timing

Refunds are made to the original payment method unless another lawful arrangement is agreed. They cover the amount paid for the affected goods, plus shipping, taxes, and other amounts refundable under applicable law. We do not impose a refund-processing fee for a valid claim.

For discounted bundles, the refund reflects the price actually paid and any allocation disclosed before purchase, subject to your statutory rights. We will not impose an undisclosed penalty or retroactively charge full standalone prices for retained items.

We issue approved refunds promptly and within any applicable legal deadline. For cancellations covered by the FTC's shipping-delay rule, we follow its applicable refund deadlines, including the seven-working-day requirement for ordinary third-party credit-card and other covered payments. Your bank may take additional time to show the credit after we issue it; that processing time does not extend our own legal deadline.

Refunds are processed in Australian dollars (AUD) for purchases charged in AUD. A payment provider may convert the amount if your account uses another currency. The billing descriptor is crabroyale, although your provider may add a prefix or other formatting.

8. Cancellations and order changes

We do not offer a general right to cancel a confirmed order solely for change of mind. If you contact us before preparation or dispatch, we will check whether a requested cancellation or change can still be accommodated. If we approve cancellation of an entirely unshipped order, we refund the amounts paid to us for that order, including shipping.

This does not limit cancellation rights arising from delays, nonperformance, or other circumstances under applicable law. If dispatch is delayed, the notice, consent, cancellation, and refund procedure in our Shipping policy applies. If you consent to an indefinite delay, you may still cancel at any time before shipment. If we cannot fulfill the order or do not obtain consent required by law, we will cancel and refund the unshipped order within the applicable legal deadlines.

9. Contact

Crab Royale
Owner and legal seller: Wyonna Keontay Heard, sole proprietor
Business correspondence address: 1663 Thornton Pl SW, Atlanta, GA 30315-3625, United States
Email: support@crab-royale.com
Phone: +1 407-781-4880
Website: https://crab-royale.com

Please contact us before sending any goods to an address.