Swap or Refund? — How We Decide
Swap or Refund? — How We Decide
When something goes wrong, we evaluate quickly and fairly. This guide explains how we decide between replacement, refund or credit.
Our decision principles
- Customer first — safety and satisfaction are top priority.
- Evidence driven — we use order records, delivery logs, and photos you provide.
- Proportional resolution — outcome matches the issue severity and timing.
Typical outcomes (examples)
| Situation | Typical outcome | Why |
|---|---|---|
| Item missing (photo of empty box) | Full refund or replacement | Clear evidence that item was not delivered. |
| Wrong flavour delivered (photo included) | Replacement (same-day) or partial refund | We prioritise replacing the wrong item quickly if feasible. |
| Late delivery but item received | Small credit / discount on next order | Service failure vs product failure — credit often appropriate. |
| Perceived poor quality (stale) | Replacement or refund depending on photo & time elapsed | We verify quality issues with the kitchen. |
Example: Customer reports 2x Tuna Tango missing from a 6‑piece order and provides a delivery photo showing 4 items in the box. Outcome: replacement of the 2 missing pieces where delivery still on same day, or refund if replacement not possible.
What we need from you
- Order number and phone number used for the order.
- Photo(s) showing the packaging, delivered box, or missing-item evidence.
- Short description of issue (time received, where left, guard interactions).
Forms with photos speed up resolution and improve chance of replacement.
Timings & SLAs
- Acknowledgement: 15–30 minutes (09:00–22:00 SGT)
- Investigation & typical resolution: 2–6 hours for same-day orders; longer for complex cases
- If replacement is offered, we try to deliver replacements same‑day where possible.
If you disagree with the outcome
If you’re not satisfied, reply to the support message with additional evidence or request escalation. We’ll review the decision and provide a final response within 48 hours.
For corporate orders, escalate to your account manager or use the Request a quote contact to connect with the corporate team.
Need help now?
Start here: Report missing/wrong items (form). For urgent delivery problems, use chat (09:00–22:00 SGT).
Last updated: • Applies to Singapore deliveries only.
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