Effective Date: [ 20/06/2026 ]
This Policy explains the general shipping, delivery, inspection, claims and returns procedures applicable to products supplied by The Sea Marine Products Sdn. Bhd.
Because our products are perishable, temperature-sensitive and commonly processed to buyer specifications, the terms of each confirmed order may differ.
The quotation, order confirmation, pro forma invoice or signed sales agreement will take priority over this general Policy.
1. Scope
This Policy applies to business-to-business sales of:
- chilled seafood;
- frozen seafood;
- IQF products;
- whole fish and processed fish;
- prawns and processed prawn products;
- bulk, food-service and retail packs;
- private-label and customised products;
- other products confirmed in writing.
This website does not provide automatic online checkout or consumer parcel delivery.
2. Order and Shipment Confirmation
Shipping will be arranged only after:
- the order has been accepted;
- product specifications have been confirmed;
- packaging and labelling have been approved;
- required payment conditions have been satisfied;
- export and destination documentation requirements have been reviewed;
- shipment availability has been confirmed.
An enquiry, verbal discussion or website submission does not reserve inventory, production or freight space.
3. Production and Lead Times
Production, packing and shipment lead times depend on:
- species and product form;
- harvest and raw-material availability;
- size and grade;
- processing method;
- packaging and private-label requirements;
- certification or inspection requirements;
- order volume;
- destination and shipping method;
- carrier and container availability.
Any estimated production or departure date is provided in good faith but is not guaranteed unless expressly stated in writing.
4. Shipping Methods
Depending on the destination and order, products may be shipped by:
- refrigerated truck;
- reefer container;
- air freight;
- sea freight;
- approved cold-chain courier;
- another agreed temperature-controlled method.
The shipping method, carrier, loading port, destination, routing and temperature requirements will be confirmed in the commercial documents.
5. Incoterms and Transfer of Risk
The applicable delivery term will be stated using the agreed Incoterms® 2020 rule, named place or port, and any additional written conditions.
Responsibility for:
- freight;
- insurance;
- customs clearance;
- import duties;
- taxes;
- unloading;
- delivery;
- risk of loss or damage—
will be determined by the agreed commercial terms.
Risk transfers at the point stated in the applicable Incoterm or sales agreement.
Ownership or title to goods will transfer according to the applicable agreement and payment terms.
6. Cold-Chain Handling
Products are packed and transported using the temperature conditions agreed for the relevant product.
Frozen products will generally require continuous frozen storage at the temperature stated in the product specification or shipping documents.
Chilled products require continuous temperature-controlled handling and prompt delivery.
After risk has transferred, the buyer, consignee, carrier or appointed logistics provider is responsible for maintaining the required cold chain within its control.
7. Packaging and Labelling
Packaging may include:
- bulk cartons or bags;
- food-service packs;
- retail packs;
- vacuum or individually wrapped packs;
- IQF packs;
- private-label packaging;
- customised export cartons.
Final packaging, net weight, glazing, labelling and carton markings must be approved before production where buyer approval is required.
Minor variations permitted by the agreed specification, industry practice or applicable law will not by themselves constitute a defect.
8. Export and Shipping Documents
Documents may include, where applicable:
- commercial invoice;
- packing list;
- bill of lading or air waybill;
- certificate of origin;
- health or sanitary certificate;
- catch or aquaculture documentation;
- analysis or inspection report;
- certificate of analysis;
- insurance document;
- other destination-specific documents.
Available documents depend on the product, destination market, producing entity and agreed order requirements.
9. Customs and Import Clearance
Unless otherwise agreed in writing, the buyer is responsible for:
- confirming import eligibility;
- obtaining import licences and permits;
- providing correct consignee information;
- complying with destination labelling rules;
- arranging customs clearance;
- paying applicable duties, taxes, inspections and local fees.
We are not responsible for delay, detention, rejection or cost caused by inaccurate buyer information, missing buyer permits or destination requirements not disclosed before order confirmation.
10. Inspection Upon Delivery
The buyer or consignee must inspect the shipment promptly upon arrival.
The inspection should include:
- container or vehicle seal;
- external carton condition;
- product temperature;
- quantity;
- product identity;
- visible damage;
- signs of thawing or temperature abuse;
- packaging integrity;
- conformity with agreed documents.
Where possible, the condition of the shipment should be recorded before unloading is completed.
11. Reporting a Claim
Visible damage, shortage, temperature deviation or incorrect product must be reported within:
[CLAIM PERIOD—for example, 24 hours]
of delivery or discovery, subject to the applicable sales agreement.
The claim should include:
- invoice and purchase-order number;
- container, seal or shipment number;
- affected product and batch number;
- affected quantity;
- photographs and videos;
- temperature records or data-logger reports;
- delivery receipt;
- survey or carrier report where applicable;
- description of the issue;
- confirmation of storage conditions after delivery.
Failure to provide timely notice and reasonable supporting evidence may affect our ability to investigate or accept the claim.
12. Preservation of Evidence
The buyer must:
- keep the affected product properly stored;
- preserve original cartons, labels and packaging;
- avoid destroying or disposing of goods without written approval;
- allow inspection or independent survey where reasonably requested;
- take reasonable steps to prevent further loss.
Disposal without approval may result in the claim being rejected unless immediate disposal was legally or reasonably necessary.
13. Returns
Due to the perishable, frozen, chilled and customised nature of our products, goods may not be returned without prior written authorisation.
Returns will generally not be accepted for:
- change of mind;
- over-ordering;
- slow resale;
- buyer forecasting errors;
- minor natural variations;
- products stored or handled incorrectly;
- goods affected after risk transferred due to buyer, consignee or carrier action;
- customised or private-label goods that conform to the approved specification.
Where a return is approved, instructions regarding transport, temperature and destination must be followed.
Unauthorised returns may be refused.
14. Accepted Claims and Remedies
Where a claim is verified and accepted, the available remedy will be determined according to:
- the nature and extent of the issue;
- the affected quantity;
- product value;
- evidence supplied;
- applicable contract terms;
- insurance or carrier responsibility.
A remedy may include:
- replacement goods;
- credit note;
- partial refund;
- agreed price adjustment;
- another commercially reasonable solution.
Any refund or credit will apply only to the verified affected goods unless otherwise agreed.
15. Non-Conforming Goods
A product will be assessed against the agreed:
- specification;
- product form;
- size or grade;
- glazing;
- net weight;
- packaging;
- labelling;
- temperature;
- applicable tolerance.
Website photographs, general marketing descriptions and samples from a separate production batch do not override the final agreed specification.
16. Carrier Damage and Insurance Claims
Where loss or damage occurs after risk has transferred, the claim may need to be made against:
- the carrier;
- freight forwarder;
- insurer;
- warehouse;
- port operator;
- another responsible logistics party.
We will provide reasonable documentary assistance where the buyer has complied with the claim requirements.
17. Delays
Shipment dates may be affected by:
- harvest availability;
- weather;
- port congestion;
- carrier schedules;
- customs inspections;
- documentation processing;
- equipment breakdown;
- government or regulatory action;
- force-majeure events.
We will take reasonable steps to communicate material delays but will not be responsible for events beyond our reasonable control, subject to the applicable agreement.
18. Policy Changes
We may update this Policy to reflect changes in our operations, shipping arrangements or legal requirements.
The terms applicable to a confirmed order are those contained in the relevant accepted commercial documents.
19. Contact for Shipping or Claims
Shipping, delivery and claim enquiries should be directed to:
The Sea Marine Products Sdn. Bhd.
Export Email: [theseamarine@gmail.com]
Telephone / WhatsApp: [012-468 1498]
Please include the invoice number and shipment reference in all claim communications.
