Refund & Dispute Policy

Every order placed on CatchHub is covered by the CatchHub Guarantee. If something goes wrong with an order, you can report it from your order details and our team will review it — this policy explains when a refund applies and how the process works.

• Your order was never delivered.
• What arrived is significantly different from the listing (wrong item, wrong quantity).
• Fish arrived spoiled, or equipment arrived damaged in transit.
• The seller cancelled the order after you had already paid.

• Change of mind after you've accepted delivery of perishable fish.
• Normal wear consistent with a listing you knew was "used" or "refurbished".
• Damage that happened after you accepted and signed for the delivery.

Open the order from My Orders and select Report a Problem. Fish orders must be reported within 48 hours of the delivery time (since fish is perishable); equipment orders must be reported within 7 days. Tell us what went wrong — the more detail you give, the faster we can review it.

A CatchHub administrator reviews each report, typically within 3 business days. We may reach out to you or the seller through our support channels for more information before deciding.

Approved refunds are credited to your CatchHub Wallet, usually within 5 business days of the decision. From your wallet, you can use the balance for future orders or request a withdrawal, subject to our standard withdrawal terms.

We'll let you know why. If you believe the decision was made in error, you can reply to the same report or contact Help Center for a second look.

If a refund is approved on an order you fulfilled, the refunded amount is deducted from your CatchHub Wallet. Repeated valid complaints against your account may affect your standing on the platform and can lead to suspension, per our Terms of Service.