1. How does TheFoodCompany (TFC) handle disputes for returns/refunds?

1.1 Upon receiving a dispute request from the Seller and/or Home Chef and/or Buyer and/or Customer and/or Logistic Partner, TheFoodCompany (TFC) will investigate the case and come to a fair resolution after reviewing the evidence submitted by Seller and/or Home Chef and/or Buyer and/or Customer and/or Logistic Partner. On average, this process will take approximately 14 days from the date the dispute was raised, which may be subject to changes depending on the reason for and type of Return/Refund requests.

1.2 Return and refund requests (as opposed to Refund-only requests) might take an additional five to seven days from the date the Seller and/or Home Chef and/or TheFoodCompany (TFC) Warehouse receives the returned ordered Item. This is to allow the Seller and/or Home Chef or TheFoodCompany (TFC) to perform the required Quality Check (QC) and ensure that returned ordered Items are in acceptable condition before the request can be approved. 

1.3 In cases of dispute, TheFoodCompany (TFC) may require the Buyer and/or Customer and/or Seller and/or Home Chef to provide additional supporting documents within a set timeframe to aid us in the investigation. Once a resolution is reached, TheFoodCompany (TFC) will inform the Buyer and/or Customer and/or Seller and/or Home Chef of the outcome via email. 

1.4 Seller and/or Home Chef may raise disputes due to issues with the return ordered Item. The following is a list of reasons why a Seller and/or Home Chef might raise a dispute for a returned ordered Item:

1.4.1 Did not receive the return ordered Item

1.4.2 Received return ordered Items with physical damage

1.4.3 Received incomplete return ordered Items (missing quantity/accessories)

1.4.4 Received wrong return ordered Item

1.5 Incomplete/ Damaged/ Spoiled/ Wrong Ordered Items

1.5.1 Returned ordered Items will undergo a quality check to ensure these ordered Items meet the criteria for return. A dispute may be raised if the returned ordered Items are deemed unsuitable for return and refund.

1.6 Counterfeit Ordered Items

1.6.1 All Return or Refund requests on counterfeit ordered Items will be thoroughly reviewed by TheFoodCompany (TFC), where supporting evidence will be requested from the Buyer and/or Customer and/or Seller and/or Home Chef before a fair decision is made. 

TheFoodCompany (TFC) may reject the request if the Buyer’s and/or Customer’s supporting evidence is invalid or does not support the Return or Refund reason selected.

2. When can I raise a Return or Refund request?

2.1 To request a Return or Refund, the Buyer and/or Customer have the option to utilize a support ticket for refunds or any other inquiries. To do so, simply navigate to your orders and click on the ‘SUPPORT TICKET’ ICON and/or raise a request directly via “Live-Chat” to the Seller and/or Home Chef on TheFoodCompany (TFC) website and/or app immediately after receiving the ordered Items from the time of delivery for purchases. 

2.2 For full terms and conditions please refer to this link here.

3. How do I raise a Return or Refund request?

3.1 To raise a Return or Refund request:

3.1.1 You may reach out to the Seller and/or Home Chef personally through TheFoodCompany (TFC) Chat.

3.1.2 Alternatively, you may write to us by contacting TheFoodCompany (TFC) Customer Support Team. TheFoodCompany (TFC) agent will review the case and offer a possible solution(s) to resolve the matter. 

⚠️ Note

3.2 If the order included gift(s) with purchase, returns of main ordered Items ordered without the gifts are not allowed.

3.3 There may be two solutions available, depending on your Return or Refund reason: 

3.3.1 Return and Refund

3.3.2 Refund Only (you may request your preferred Refund Amount *Capped at your total payment amount for the order) 

3.3.3 *TheFoodCompany (TFC) will review the request and determine the appropriate solution.

⚠️ Note

3.4 There will be differences in the types of supporting documents required for each Return or Refund request.

3.5 Evidence is not required for a non-receipt case under ordered Item not delivered.

4. Can I still raise a Return or Refund request if I have clicked on the “Order Received” button? 

4.1 If you have clicked on the “Order Received” button, you may refer to the steps below to raise a Return/Refund request: 

4.1.1 Clicked “Order Received” when you just received the ordered Item.

4.1.2  You may reach out to the Seller and/or Home Chef personally through TheFoodCompany (TFC) Chat.

4.1.3 Alternatively, you may write to us by contacting TheFoodCompany (TFC) Customer Support Team. TheFoodCompany (TFC) agent will review the case and offer a possible solution(s) to resolve the matter.

5. Can I raise a Return/Refund request for perishable items?

5.1 Perishable goods are ordered Items that have a short shelf life and may deteriorate quickly due to environmental factors (e.g. temperature, humidity). Examples include fresh produce, baked goods, cooked food, live-ordered Items, and chilled or frozen-ordered Items.

5.2 *Please take note of the following conditions that apply to perishable goods:

5.2.1 Due to their nature, perishable goods cannot be returned. If you select a Return/ Refund option, the TheFoodCompany (TFC) agent will review your request for a refund only.

6. What should I do if I have not received an order that is shown as Delivered? 

6.1 If you have yet to receive your order even though the order status has been updated as Delivered, you should: 

6.1.1 Check with your family members or neighbours, your family or neighbours might have received the ordered Item on your behalf.

6.1.2 Do also check areas where the ordered Item could have been left by the courier, such as your mailbox, the building’s dry riser, or a shoe rack in your lobby, before requesting a refund. 

6.1.3 Contact the Seller and/or Home Chef. If the Seller and/or Home Chef’s own delivery fleet delivered your ordered Item, please contact the Seller and/or Home Chef directly via TheFoodCompany (TFC) Chat to find out more about the delivery status. 

6.1.4 Raise a refund request, you may raise a refund request for an order that was not received, as long as it is immediately after the order status changed to ‘delivered’.

6.2 To raise a Return/Refund request:

6.2.1 You may reach out to the Seller and/or Home Chef personally through TheFoodCompany (TFC) Chat.

6.2.2 Alternatively, you may write to us by contacting TheFoodCompany (TFC) Customer Support Team. TheFoodCompany (TFC) agent will review the case and offer a possible solution(s) to resolve the matter.

7. What should I do if I receive my order but it is damaged beyond return and my Return or Refund request?

7.1 If TheFoodCompany (TFC) has approved the Return or Refund request subject to the review of the returned ordered Items, but the ordered Item received is badly damaged and cannot be returned (e.g. spilt, shattered glass, soaking wet packages, badly cracked, etc.), please follow the steps below:

7.1.1 Take pictures/videos of the ordered Item received

7.1.2 Make sure the internal/external packaging used for the order is photographed along with the damaged Item received.

7.1.3 This helps our team better understand the condition of the ordered Item received. 

8. Submit the form

8.1 You may submit a Return & Refunds request as the enquiry type and fill in the details required.

8.2 Under Description, provide us with your order number and a summary of your return request (e.g. Spilled Drink), and upload the supporting documents mentioned above. Our agents will assist you with your return request.

9. Why can’t I raise a return request? 

9.1 Return requests cannot be raised if the ordered Item is still in transit status. You can check your ordered Items’ expected delivery date at the top of your Order Details page. 

9.2 You can raise a return request when: 

9.2.1 The expected delivery date has passed, but you have not received your ordered Item; or

9.2.2 The courier has delivered the ordered Item, and the order status is updated to Delivered. 

⚠️Note 

9.3 For orders delivered by non-TheFoodCompany (TFC) Supported Logistics channels (E.g. SingPost Normal Mail, Seller and/or Home Chef Own Fleet, and Other Logistics Providers), last-mile tracking status might not be available.

9.4 If you are unable to initiate a Return or Refund request because your order status has not been updated to “Delivered” despite receiving it, please contact our Seller and/or Home Chef via live chat. Please provide your ‘Order No’ for assistance.

10. [Delivery] Can I schedule the date and time of delivery for my order?

10.1 We allow the Buyer and/or Customer to choose a preferred delivery date for their orders to be delivered. Unfortunately, we are unable to support the scheduling of specific delivery times at the moment.

10.2 If possible, please be available or arrange for someone else to be present at your delivery address around the estimated day of delivery. You can track your order’s shipping updates via TheFoodCompany (TFC) App > Check the shipment status for your order to know when it is out for delivery.

10.3 If you are not available at the time of delivery:

10.3.1 The courier will attempt delivery again based on their re-delivery policies. 

10.3.2 Your ordered Item may be placed at a nearby pickup location for you to pick it up. Usually, the ordered Item will be held at this location for a specific period. If it is not collected by the end of this period, it will be returned to the Seller and/or Home Chef.

11. [Shipping Fee] How do I check the shipping fees for my order?

11.1 You can check the estimated shipping fees for ordered Items in your order via the ordered Item Details page or during checkout. 

11.2 For the Ordered Item Details page

11.2.1 Select the shipping information section to view the estimated shipping fee and delivery timeframe for the shipping option(s) offered. 

11.3 For Checkout page

11.3.1 The shipping fee is shown under the Shipping Options section for each shop that you’re purchasing from. The total shipping fees of an order will be shown under Shipping Subtotal.

12. [Delivery] Can I change the shipping option after my order has been shipped?

12.1 You cannot change your shipping option once an order has been placed. 

12.2 If you need to do so urgently, kindly contact the Seller and/or Home Chef via TheFoodCompany (TFC) Chat to cancel your current order and place a new one once the Seller and/or Home Chef has confirmed that the previous order can be cancelled.

13. [Logistics Partners] What is TheFoodCompany (TFC) Supported Logistics? 

13.1 Here are our TFC Supported Logistics partners: 

13.1.1 Delyva Delivery Service

14. What Payment Method is Available?

14.1 At checkout, Buyer and/or Customer have the convenience of selecting between two payment options: 

14.1.1 Paynow – Paynow allows for swift and secure transactions directly from their preferred bank accounts

14.1.2 Cash Upon Collection – Cash Upon Collection provides the flexibility to settle the payment in person when picking up the order.

14.2 Regardless of the chosen method, the Buyer and/or Customer must be assured that upon completing the transaction, they will promptly send proof of payment to the vendors to ensure transparency and facilitate seamless transactions between the Buyer and/or Customer and/or Seller and/or Home Chef.

15. What Delivery Method is available?

15.1 During checkout, Buyers and/or Customers are presented with three convenient options for order delivery: 

15.1.1 Self Collection – Self Collection offers flexibility for Buyers and/or Customers to pick up their orders personally, ensuring convenience and minimising delivery costs.

15.1.2 Third-party delivery – Alternatively, Third-party delivery services provide a hassle-free option for Buyers and/or customers who prefer their orders to be delivered by trusted external partners.

15.1.3 Seller and/or Home Chef Delivery – Seller and/or Home Chef Delivery offers a direct delivery service provided by the Seller and/or Home Chef, ensuring prompt and efficient delivery straight to the Buyer’s and/or Customer’s doorstep. 

15.2 With these varied options, the Buyer and/or Customer can select the most suitable delivery method that aligns with their preferences and needs.

16. What is the Refund Method?

16.1 Seller and/or Home Chef have the option to process refunds to Buyer and/or Customer through either the;

16.1.1 Original Payment Method – By offering refunds via the original payment method, the Buyer and/or Customer receive reimbursement directly back to their account, providing a straightforward resolution to any issues with their order.

16.1.2 Issuing a voucher for future use – Alternatively, Seller and/or Home Chef can opt to issue a voucher as a refund, which Buyer and/or Customer can redeem towards future purchases. This approach not only ensures that the Buyer and/or Customer receives compensation for any inconvenience but also encourages continued engagement with the Seller and/or Home Chef services. Whether opting for a refund through the original payment method or a voucher, Seller and/or Home Chef prioritize Buyer and/or Customer satisfaction and strive to provide flexible solutions to address any concerns.

17. How can I explore the products I need?

17.1 Buyer and/or Customer are empowered to explore a variety of options on our platform, offering the convenience of browsing through 

17.1.1 Categories, 

17.1.2 Menus, 

17.1.3 Seller and/or Home Chef Shop Names. 

17.2 With a diverse range of categories available, Buyers and/or Customers can effortlessly navigate through different cuisines, dietary preferences, and meal types to find exactly what they’re looking for. Additionally, our intuitive search functionality enables Buyers and/or Customers to quickly locate specific Sellers and/or Home Chef shops by name, ensuring a seamless and efficient browsing experience. Whether seeking a particular dish, exploring new culinary delights, or discovering a favourite Seller and/or Home Chef, our platform provides Buyers and/or Customers with the tools they need to tailor their culinary journey to their preferences.

18. How can I contact customer support?

18.1 If you have any questions, concerns, or feedback about your order or our service, we encourage the Buyer and/or Customer to liaise with the Seller and/or Home Chef and vendors and logistic partners. personally. In the event of any disputes or concerns related to orders, the Buyer and/or Customer may contact our Customer Support Team at info@TheFoodCompany.sg. While we aim to provide excellent customer service, please note that TheFoodCompany (TFC) acts as an intermediary in dispute resolution between Buyer and/or Customer and/or Seller and/or Home Chef, vendors and logistic partners. We are not responsible or liable for disputes, issues, or concerns that may arise between the Buyer and/or Customer and/or Seller and/or Home Chef and/or Logistic partners.

 At TheFoodCompany (TFC), we’re not just delivering meals; we’re delivering moments of joy, comfort, and connection through the power of home-cooked food. 

Thank you for considering TheFoodCompany (TFC) as your culinary partner. 

 Together, let’s savour the flavours of home-cook goodness and create unforgettable dining experiences for all! 🏡🍲