“WE”/”Our”/”Us means HOCK CHEW TEE (S) IMPEX PTE. LTD (Company Registration No.201118173M), trading as www.hockchewtee.com (“HOCK CHEW TEE (S) IMPEX PTE. LTD”).
“Goods”/ “Products” means the durian pulp and/or other items to be supplied pursuant to the Contract.
“Account” means the HOCK CHEW TEE (S) IMPEX PTE. LTD Account that you will need to register for on the Site if you would like to submit an Order on the Site;
“Business Day” means any day on which banks in Singapore are open for business;
“Non-Business Day” means a day, which is either (i) a Saturday or Sunday, or (ii) a public holiday stated in Singapore;
”Order Confirmation” means our email to you, in which we acknowledge your Order;
“Contract” means your Order of a Product or Products in accordance with these Terms and Conditions, which we accept;
“Customer” means any individual who places an Order on the Site;
“Order” means the Order submitted by you to the Site to purchase a Product from us;
“You” means the Customer who places an Order;
References to “clauses” are to clauses of these Terms and Conditions;
Commitment to Quality Excellence
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 HOCK CHEW TEE (S) IMPEX PTE. LTD, safety, quality and hygiene of all our products is our top priority. Our products are produced in a state-of-the-art HACCP accredited facility using industry best practice and strict quality control procedures. HACCP is a food safety and risk assessment plan that was originally developed in the 1960’s by NASA and a group of food safety specialists.
During transit, our goods are handled with care by a team of dedicated drivers. 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 goods are delivered as intended.
Whilst every endeavor is made to ensure consistency, all product images shown are for illustration purposes only and may not be an exact representation of the product. We reserves the right to change product and specifications at any time without notice.
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 inclusive of Goods and Services Tax, 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 “Proceed to checkout” button on the checkout page.
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 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. 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 cash on delivery.
Pre-payment with credit card is required through our online shop. Upon completion of your order you will receive an email, and an automated order summary.
Children/minors under the age of 18 must seek permission from their parents before placing an order and are deemed to have done so.
Orders can be cancelled at least 36 hours ahead of the scheduled Collection / Delivery date by calling our Customer Service hotline at +65 9140 3888. Please note that cancellation of all orders will incur an administrative charge of $10.70 (including GST).
We reserve the right to cancel your order and refund any money paid at our absolute discretion with or without reasonable basis.
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 $10.70.
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 goods at any given time will also be used and/or included for all present or future orders. For example, when a supplier de-lists an item such as a particular stencil design, etc, we will endeavour to re-design this to reflect as closely as possible the spirit of the original design using replacement products.
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.
Delivery & Collection Conditions
Our goods can be 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 present to receive the good(s) at the specified time interval as, without explicit consent, we are unable to leave your order with someone else or unattended since our goods need to be kept in frozen conditions and may deteriorate if left on the doorstep. 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 additional fees.
We cannot be held liable for any damage that is rendered to the good(s) and/or any other items (including gifts, flowers, chocolates…etc) purchased from us after delivery or collection. Once the good(s) and/or any other items has been delivered/collected we will not accept any liability either for any damage sustained to the goods and/or any other items thereafter or for any failure to follow the instructions provided.
As stated in the Shipping and Delivery segment.
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.
Storage & Consumption
We pride ourselves on producing our good(s) lovingly with no additives or preservatives so we know exactly what goes into them. We are therefore unable to make a warranty as to the length of time for which the good(s) will remain fit for consumption. All good(s) need to be stored in the freezer before consuming. We do recommend that our durian pulp are best consume within the same day it is thaw. It is the responsibility of the customer to keep the good(s) in the manner prescribed by us and those rules prescribed for under Agri-food and Veterinary Authority regulations.
Our good(s) are packaged safely in vacuum packs specifically designed for our durian pulp. As such, they should arrive in the same perfect condition that they leave us in. Once you take your good(s) from us, they are yours to enjoy.
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 good(s) did not meet your expectations, complaints should be made within 24 hours of receipt of the good(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 goods, upon our request, to be collected by us to allow us to investigate the complaint (as per Section 9. Refunds and Exchange below).
Complaints regarding our products or our services should be directed to our Customer Service team at +65 9140 3888.
Refunds and Exchange
In the rare event that our good(s) 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 3 business days of receiving the request.
Any request for refund or exchange must be made within 24 hours of receipt of the good(s) and the complainant must allow part or all of the good(s), 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 good(s) in dispute to our office. In circumstances where a refund is offered, it will be limited to the value of the good(s) in dispute and the funds will be transferred via Bank Transfer 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 good(s) in dispute within 3 days of the complaint in alternative to providing a refund. Exchange will not be allowed in any other circumstances.