Refund Policy
Cancellations, quality issues, and how we make things right.
Last updated: 13 July 2026 · Effective: 13 July 2026
Everything we sell is fresh, perishable food, smoked to order for your delivery date. That shapes this policy: we can’t take food back, but we stand fully behind its quality. If something isn’t right, tell us and we’ll make it right.
1. No returns or exchanges
Because our products are perishable food, we do not accept returns or exchanges once an order has been delivered. This is standard for fresh food in Singapore and is for food-safety reasons — once food leaves our cold chain, we can’t resell or reuse it.
2. Changes and cancellations
You can change or cancel your order any time before the order cut-off for your delivery date— just contact us (details below) with your order number. Cancellations before cut-off are refunded in full as store credit, which you can use on any future order.
After the cut-off, our smokers are lit and your food is in production, so we can no longer cancel or refund the order.
3. Quality guarantee
If anything about your order isn’t right — a quality issue, a wrong item, or something missing — contact us within 24 hours of deliverywith your order number and a photo of the issue. We’ll make it right with a replacement on an upcoming delivery day, a credit, or a refund of the affected items, whichever suits you best.
4. Failed deliveries
If we fail to deliver your order due to a fault on our side, you’ll receive a full refund. If a delivery can’t be completed because of an incorrect address or because no one is available to receive it, we’ll contact you right away to sort out the best outcome — please keep your phone reachable on your delivery day.
5. How refunds are paid
Cancellation refunds are issued as store credit, available immediately. Where we issue a monetary refund (for quality issues or failed deliveries), it goes back to your original payment method (card or PayNow) and typically appears in your account within 5–10 business days, depending on your bank.
6. Contact us
WhatsApp us at +6580851405 or email hello@mandaismokeco.com with your order number. We’re a small team, but we read everything and reply fast.