1. Introduction
At Enjoy Dodo, operated by Thong Siek Food Industry Pte Ltd, we are committed to providing our customers with quality products and a reliable shopping experience.
Due to the nature of food and perishable products, returns and refunds are subject to the conditions set out in this Returns/Refund Policy.
Please review your order carefully upon delivery.
2. Incorrect, Damaged or Defective Products
If you receive a product that is:
- Incorrect;
- Damaged; or
- Defective,
please contact our Customer Service Team as soon as possible after discovering the issue.
To help us assess your request, please provide:
- Your order number;
- The name of the affected product;
- A description of the issue; and
- Clear photographs or other supporting information where applicable.
Our Customer Service Team will review the request and advise you on the appropriate resolution.
Depending on the circumstances and product availability, this may include a replacement, refund or other appropriate resolution.
3. Perishable and Food Products
As our products include food, chilled, frozen, fresh and other perishable products, returns generally cannot be accepted for change-of-mind purchases once an order has been delivered.
Customers should therefore review their order carefully before completing their purchase.
This does not affect requests involving products that were delivered incorrectly, damaged or defective.
4. Change of Mind
Unless otherwise approved by us, we do not provide refunds or exchanges where:
- You have changed your mind;
- You ordered the wrong product or quantity;
- You no longer require the product;
- You dislike the taste, texture or other subjective characteristics of a product where the product is not defective; or
- The product has been correctly supplied in accordance with the order.
Any exception will be considered at our discretion and subject to applicable law.
5. Storage and Handling
Customers are responsible for following any storage, refrigeration, freezing, preparation and handling instructions provided on the product packaging.
We may be unable to provide a refund or replacement where a product has deteriorated or become unsuitable for consumption because it was not stored or handled appropriately after delivery.
6. Missing Products
If an item shown on your confirmed order is missing from your delivery, please contact our Customer Service Team as soon as possible.
Please provide your order number and details of the missing product so that we can investigate the matter.
Where the missing item is verified, we will provide an appropriate resolution, which may include replacement or refund of the affected item.
7. Refund Eligibility
A refund may be approved where, following our assessment:
- An incorrect product was delivered;
- A product was delivered damaged or defective;
- An item paid for was not delivered; or
- We determine that a refund is otherwise appropriate.
All refund requests are subject to review and approval.
We may request photographs, packaging information or other reasonable supporting evidence before approving a refund or replacement.
8. Returning Products
For food safety and hygiene reasons, please do not return food products to us unless specifically instructed to do so by our Customer Service Team.
If a physical return is required, our team will provide the applicable instructions.
9. Non-Refundable Charges
Unless otherwise required by applicable law or specifically agreed by us, shipping and delivery fees are non-refundable.
Where only part of an order is eligible for a refund, the refund will generally apply only to the affected product or products.
10. Refund Method
Approved refunds will generally be processed back to the original payment method used to make the purchase, where available.
Once your refund has been confirmed, you will receive a refund confirmation.
11. Refund Processing Time
After a refund has been confirmed, please allow approximately 7–14 business days for the refund to appear in your account, depending on your original payment method and the processing time of your bank, card issuer or payment provider.
The date on which the refunded amount appears on your account or statement may vary depending on your financial institution’s processing policies and procedures.
12. Order Cancellation
Once an order has been confirmed, changes or cancellations may not be possible because the order may already be undergoing processing or preparation.
If you need assistance with an order, please contact our Customer Service Team as soon as possible.
We will assess whether the request can be accommodated based on the order’s current status.
13. Promotions, Discounts and Credits
Where an order was purchased using a promotional code, discount, voucher or eligible credit, any approved refund will be calculated based on the amount actually paid for the affected product, subject to the applicable promotion or credit terms.
Any reinstatement of promotional benefits or third-party membership credits will be subject to the applicable system and programme rules.
14. Our Rights
We reserve the right to reject a return, replacement or refund request where we reasonably determine that:
- The product was not purchased from us;
- The issue resulted from improper storage, handling or use after delivery;
- The information supplied in support of the request is materially inaccurate or incomplete; or
- There is reasonable evidence of misuse or fraudulent activity.
Nothing in this Policy is intended to exclude or restrict any consumer rights or remedies that cannot lawfully be excluded under applicable Singapore law.
15. Changes to This Policy
We may update this Returns/Refund Policy from time to time.
Any updated version will be published on the Website and will take effect from the date stated on the updated policy.
16. Contact Us
If you receive an incorrect, damaged, defective or missing product, or require assistance regarding a return or refund, please contact our Customer Service Team.
Thong Siek Food Industry Pte Ltd
Email: enquiry@thongsiek.com
Address: 22 Senoko Way, Singapore 758044
Customer Service operating hours:
Monday to Friday, 9:00 am to 6:00 pm (Singapore Time, GMT+8), excluding public holidays.
Enquiries received outside these operating hours will be attended to as soon as possible in the order they are received.