Dear Valued Customer,
Thank you for choosing Old Seng Choong for all your products needs. By making payment, you are deemed to have read, understood and accepted the following terms. For the purposes of clarity, Old Seng Choong shall be referred to as “We”/“Our”/”Us” in this policy.
1. Commitment to Quality Excellence
First and foremost, we ensure that the goods we provide are of satisfactory quality as defined in the Sales of Goods Act S14 (2) and comply with the lemon law as encapsulated in the Consumer Protection (Fair Trading) Act.
At Old Seng Choong, the safety, quality and hygiene of all our products is our top priority. Our products are produced in a state-of-the-art HACCP (Hazard Analysis Critical Control Point) accredited facility using industry best practice and strict quality control procedures. HACCP is the global benchmark for the highest standards of expertise, quality and integrity in food safety.
During transit, our products are handled with care by a team of dedicated drivers in temperature controlled vehicles. Our drivers adhere to a set of strict Service Standards including the commitment to making your deliveries on-time, every time as well as ensuring your products are delivered as Chef Daniel Tay himself intended.
2. Payment Conditions
All prices are non-negotiable. We do not ‘price match’, as our prices are based upon our high standard of work and quality of ingredients used. Successful payment secures the listed price(s) for the order and prevents any further price increases up to the point of delivery, except in exceptional circumstances beyond our control, e.g., increase in ingredient prices, increase in fuel prices…etc.
We offer discounts and other forms of promotional pricing from time to time. Hence it is our policy to display prices reflecting discounts or promotional pricing during the period of promotion.
We are committed to the avoidance of over or undercharging. To ensure pricing accuracy, it is our policy to clearly list all prices in Singaporean Dollars, delivery and shipping charges, and any additional charges.
Placing an Order
To place an order, follow the instructions on the Checkout page of this website. You are able to correct errors on your order up to the point at which you click on the “Pay Now” button on the “Pay” page. Orders can be placed up to a maximum of 30 days in advance of the intended date of delivery.
You must provide the requested information for us to process your order. We reserve the right to request further information from you at any time to enable us to complete your order and/or to comply with regulatory requirements. We will use various procedures to authenticate each transaction. By placing an order, you confirm that the details contained in the order are correct in all respects. The system will display a confirmation page listing out the details of your order. This confirms receipt of your order.
A contract between you and us is only formed when we receive your PayPal/ credit / debit card payment and send you a confirmation email that your order and payment has been accepted. Please print a copy of the confirmation page for your records. For collection at our office, please also print the payment confirmation email and bring it to the office for collection as you will need to present the confirmation email to collect your order. We may, at any time, decline to process your order or any part of your order for any reason including where insufficient or incorrect information has been provided, authentication has not been possible or an exchange rate has been quoted in error.
You will be required to pay for your order in only one of two ways, either by making a payment via credit or debit card at the time of online ordering or by subsequently making a payment via PayPal. For any PayPal payment, you must make payment within 12 hours of the placement of your order, otherwise we may cancel your order.
Pre-payment with credit card is required through our online shop. Cash on delivery or any other payment method is not accepted. Upon completion of your order you will receive an email, an automated order summary and an invoice.
Children/minors under the age of 18 must seek permission from their parents before placing an order and are deemed to have done so.
All orders can be cancelled at any time by calling our Customer Service hotline at +65 6287-0709. Please note that cancellation of all orders will incur an administrative charge of $10. The full amount refunded will be computed based on the time interval between cancellation and the Date of Collection/Delivery as follows:
4. Alterations and Changes to Your Order
It is your responsibility to read and check the details of your order thoroughly; any requests to amend an order must be made in writing at least 36 hours before the specified delivery/collection time. Please note that all alterations and changes of orders will incur an administrative charge of $10.
All illustrations and descriptions displayed on our website or distributed by email, brochure or in any other way are for guidance purposes only and may not necessarily conform to the good(s) which you receive from us. We cannot guarantee that all the specific products, including ingredients and/or add-ons, used and/or included in the production and/or sale of our products at any given time will also be used and/or included for all present or future orders.
In all cases we will try to contact you to advise you of any such changes, however we reserve the right to replace these items for those of equal or better quality without consultation. We reserve the right to make alterations to the design, appearance and technical specifications of our products from time to time and at such time or at any other times, to make alterations to our advertised information concerning such products, without notice.
5. Allergies & Special Dietary Requirements
All our products contain gluten, eggs and dairy products, so they are not suitable for those suffering from intolerance or allergies to these particular foods. Please be aware that our products may/could contain traces of nut. We will not be held responsible for any adverse effects arising from the consumption of our products by anyone suffering from intolerance or an allergy to nuts and/or any food.
Please note that our products are non-halal.
6. Delivery & Collection Conditions
Our products can be collected directly from our office or delivered to you at a requested address. Delivery is by arrangement only and delivery charges apply. It is essential that when delivery is confirmed, someone is in to receive the product(s) at the specified time interval. If for any reason you are not present at the time of delivery or where you have provided an incorrect, inaccurate or incomplete delivery address, we will endeavour to re-deliver, however this will be subject to a re-delivery charge of $20.00. Alternatively, you may collect your products from our office.
We cannot be held liable for any damage that is rendered to the product at the advised destination once we have left the premises. It is with this in mind that we require somebody responsible, to check that they are happy with the product(s) before we leave. Once the product has been delivered and signed for, we will not accept any liability either for any damage sustained to the product thereafter or for any failure to follow the instructions provided.
If you chose to collect the product(s), and are unable to fulfil the collection on the specified date within our office hours, please contact us to make the amendment. We will allow collection extension up to 7 days from the collection date. There will be no refund if the order is uncollected after 7days. Once the order has been accepted, we will not be held liable for any damage to the product(s) once it has left our premises.
We do not deliver to Jurong Island, restricted airline and cargo areas, BBQ pits as well as locations outside of mainland Singapore except Sentosa Island. Any orders made to the excluded locations will be cancelled.
In circumstances where you erroneously, or otherwise, specify the Region / State of your delivery address as Main Island when it is actually Sentosa Island, you will be liable for the additional delivery costs incurred in making a delivery to Sentosa Island.
Neither we, nor any delivery service that we use shall be liable for any failure to perform, where such failure or delay results from any circumstances outside our reasonable control including but not limited to any fire, flood, explosion, accident, adverse weather conditions, traffic congestion, mechanical breakdown, obstruction of any private or public highway, riot, government act, act of war, terrorism, act of God, or from any industrial dispute or strike whatsoever.
7. Storage & Consumption
We pride ourselves on making our products lovingly with no additives or preservatives so we know exactly what goes into them. All products best before date are 28 September 2016. We recommend for the bake skin mooncake, to store at ambient temperature. Once opened, store in close container and do not keep for more than 2 days. For snowskin, store in freezer. Thaw in chiller for 1 hour before consumption. One thawed, must consume within 3 days. It is the responsibility of the customer to keep the products in the manner prescribed by us and those rules prescribed for under Agri-food and Veterinary Authority regulations.
Our products are packaged safely in boxes specifically designed for our products. As such, they should arrive to you in the same perfect condition that they leave us. Once you take your products from us, they are yours to treasure.
9. Feedback and Complaints
We take all complaints seriously however we ask for patience with factors that may be beyond our control (e.g. traffic conditions etc.) as we cannot be held liable for any such delays. We will endeavour to resolve all complaints within 5 business days of receiving them.
If our products need did not meet your expectations, complaints should be made within 24 hours of receipt of the product(s) to be eligible for any form redress and if you should wish to request an exchange or refund then you must allow part or all of the product, upon our request, to be collected by us to allow us to investigate the complaint (as per Section 10. Refunds and Exchange below).
Complaints regarding our products or our services should be directed to our Customer Service team at +65 6287-0709.
10. Refunds and Exchange
In the rare event that our products fail to meet our commitment to quality, a refund or an exchange may be offered at our discretion. We will endeavour to resolve all requests for refund or exchange within within 3 business days of receiving the request.
Any request for refund or exchange must be made within 24 hours of receipt of the product(s) and the complainant must allow part or all of the product , upon our request, to be collected by us to allow us to investigate the complaint provided you have complied with any request by us to return the product in dispute to our office. In circumstances where a refund is offered, it will be limited to the value of the product in dispute and the funds will be transferred via PayPal within 2 business days of the complaint being resolved. Additional avenues of recourse other than mediation, whether it may be further compensation or otherwise, is not available.
In circumstances where you are eligible for a refund, we may at our absolute discretion offer to exchange the product in dispute within 3 days of the complaint in alternative to providing a refund. Exchange will not be allowed in any other circumstances.
Where our products are purchased for the purpose of resale, either in whole or in part, you are prohibited from referring to Old Seng Choong and using any Old Seng Choong brand elements, including but not limited to Old Seng Choong’s ‘look and feel’, trademarks, logos, text (including product names), photographs, graphics, videos, text, images and other materials without our express, prior written consent.
Should you wish to purchase our products for the purpose of resale, we strongly encourage you to contact us at email@example.com so that we may best accommodate your requirements.
12. Privacy & Data Protection Policy