Policy

Terms & Conditions

A. ORDER MODIFICATION & CANCELLATION
1. Date Change Policy

  1. All requests for date changes must be submitted at least seventy-two (72) hours prior to the scheduled date. 
  2. Requests submitted less than seventy-two (72) hours in advance shall not be accepted, and no refund shall be issued. 
  3. All changes are subject to availability and operational capacity. 
  4. Date changes are not permitted for fully booked or non-operating dates. 
  5. Only postponement is permitted. Advancement of dates is strictly not allowed. 

 

2. Item Change Policy

  1. Item change requests must be submitted at least seventy-two (72) hours in advance. 
  2. All changes are subject to availability and order volume. 
  3. Requests shall not be accepted if the requested item is unavailable or fully booked. 
  4. Exchanges are limited to items of equivalent value only.
  5. Customised items are not eligible for exchange or modification under any circumstances. 
  6. All payments are strictly non-refundable. 


3. Cancellation Policy

  1. Once an order has been confirmed, it cannot be cancelled for any reason. All payments made are final and non-refundable.

     

B. REFUNDS, ISSUES & RESOLUTION
4. Refunds & Resolution Policy

  1. All completed payments are strictly non-refundable. 
  2. Orders may be postponed once and must be utilised within one (1) month from the original scheduled date. 
  3. Unused orders after the validity period shall be forfeited without refund. 


4.1 Product Condition Disclaimer

  1. All products are carefully prepared and inspected prior to dispatch. 
  2. Once the order has been handed over for delivery or self-collection, responsibility for product condition shall be transferred to the customer. 
  3. The Company shall not be held liable for any damage, melting, deterioration, or alteration of product condition occurring after dispatch. 
  4. This includes, but is not limited to, handling during transportation, environmental conditions, delays, or issues arising from third-party delivery services. 


4.2 Incorrect Items

  1. Claims must be submitted within two (2) hours of receipt. 
  2. Items must be unconsumed and in original condition. 
  3. Eligible cases may be resolved through replacement or store credit at the Company’s discretion. 


5. Resolution Process

  1. All complaints shall be reviewed based on the information provided. 
  2. Possible resolutions include:
    • Replacement 
    • Store credit (partial or full) 
    • Other appropriate remedies 
  3. All final decisions shall be made at the sole discretion of the Company. 


C. DELIVERY TERMS
6. Delivery Disclaimer

  1. The Company shall not be held responsible for any loss, damage, delay, or product condition issues arising from third-party delivery services, including delivery services arranged by the Company, such as Grab, Lalamove, or other logistics providers.
  2. Once the order has been handed over to the courier, responsibility for the delivery and product condition shall be transferred accordingly.
  3. Self-collection is strongly recommended to ensure product condition. 


7. Delivery Conditions

  1. Delivery is scheduled between 12:00 PM and 3:00 PM unless otherwise stated. 
  2. The recipient must be available during the delivery window. 
  3. Failed delivery due to absence shall result in return to store. 
  4. Re-delivery shall incur additional charges. 
  5. Incorrect address, unreachable contact, or recipient absence shall be deemed as successful fulfilment. 


D. EXCEPTIONS & LIABILITY LIMITATION
8. Exceptions

8.1 Delivery Delays

The Company shall not be held liable for delays caused by circumstances beyond its reasonable control, including but not limited to weather conditions, traffic conditions, or third-party logistics disruptions.

8.2 Storage at Premises

The Company shall not be held liable for any damage resulting from unforeseen circumstances affecting refrigeration or storage conditions at its premises.

8.3 Out-of-Stock Items

In the event of product unavailability, customers may choose:

  • Replacement item of equivalent value, or 
  • Store credit 


E. PRODUCT CARE
9. Care & Storage Guidelines

  1. Products must be refrigerated within thirty (30) minutes upon receipt when transported in an air-conditioned environment.
  2. Products should be chilled for at least one (1) hour before consumption. 
  3. Transport time should not exceed thirty (30) minutes where possible. 
  4. Products are recommended to be consumed immediately for optimal quality and food safety.