hokeepau.com — HKP Food Technology Pte. Ltd.
Draft prepared by WGC · Last updated: [DATE] · Not legal advice — please have a Singapore-qualified lawyer review before publishing.
1. Nature of Our Products
As Ho Kee Pau products are freshly prepared, perishable food items, we generally do not accept returns, exchanges, or “change of mind” cancellations once an order has been confirmed and/or delivered.
2. When You’re Eligible for a Refund, Replacement or Credit
We will review claims where:
- The item received is damaged, spoiled, or not of acceptable food quality upon receipt
- The wrong item was delivered
- An item from your order is missing
- The order did not arrive at all despite confirmed, accurate delivery details
3. Claim Window
Please contact us within 24 hours of receiving your order (or of the scheduled delivery/collection time, if the order did not arrive), together with:
- Your order number
- A clear photo of the item(s) in question (for damaged, incorrect, or quality issues)
- A brief description of the issue
4. How to Submit a Claim
Email [email address] or reach us via our Contact Us page with the details above. We aim to respond within 2 business days.
5. Resolution
Once we’ve reviewed your claim, we may offer, at our discretion:
- A replacement item on your next order
- Store credit
- A partial or full refund to your original payment method
6. Refund Processing
Approved refunds will be processed to your original payment method within 7–14 business days, depending on your bank or card issuer’s processing time.
7. Situations Not Covered
We’re unable to offer refunds or replacements for:
- Change of mind after an order is confirmed
- Spoilage or delays caused by the customer being unavailable to receive delivery, or by delayed self-collection
- Incorrect delivery address or contact details provided at checkout
- Normal variation in appearance due to the handmade nature of our products
- Allergic reactions where the allergy was not disclosed to us prior to ordering
8. Order Cancellations
Orders may be cancelled free of charge before we begin preparation.
⚑ TO CONFIRM: Confirm the cancellation cut-off time (e.g. ‘up to 24 hours before the scheduled delivery/collection slot’). Cancellations after this point may not be eligible for a refund, as ingredients will already be in preparation.
9. Contact Us
For all refund and return enquiries, please contact us at [email address / phone number] or via our Contact Us page.