REPLACEMENT & REFUND POLICY
This Replacement Policy (“Policy”) applies to all purchases made through Spike Durian. By placing an order, you acknowledge and agree to the terms below.
Spike Durian products are fresh, chilled, and perishable. As such, specific conditions apply to quality claims, cancellations, delivery issues, and storage responsibilities.
1. REPLACEMENT OR REFUND CLAIMS
1.1 Eligibility
Customers may request a replacement or refund if the product received is defective due to:
a. Quality issues
b. Incorrect order fulfillment
All claims must be submitted within 24 hours of delivery.
Please note that, as durian flavour preferences may be selected when ordering, however, durian varies naturally, we are unable to guarantee the selected flavour. Any variations from the selected preference do not qualify for a replacement.
1.2 Submission Requirements
Claims must be submitted on our members portal: members.spikedurian.sg/feedback/new and include:
a. Order number
b. Photographs or videos clearly showing the issue
c. A brief description of the defect or concern
1.3 Verification Conditions
To qualify for a replacement, all of the following conditions must be met:
a. Product was refrigerated immediately upon delivery
b. Product was consumed within 12–24 hours
c. Product was not refrozen at any point
d. Product was not left unrefrigerated for more than 12 hours
e. Product was not tampered with or repacked
1.4 Exclusions
Spike Durian does not provide refunds or replacements for:
a. Quality degradation occurring more than 24 hours after delivery
b. Products that have been refrozen
c. Complaints based on subjective taste preferences
d. Orders refused, abandoned, or not received by the customer
e. Mishandling of the product after delivery
1.5 Approval
1.5.1 Assessment of Claims
All claims are subject to review and approval by Spike Durian. Spike Durian may decide, at its sole discretion, whether a claim is valid. We will tell you the outcome within 1 to 5 working days from the date we receive your complete claim, including all required photos and order details.
1.5.2 Claims Involving More Than One (1) Box
If a quality issue affects more than one (1) box in the same order, Spike Durian will replace the affected boxes. In special cases, reviewed one by one, we may offer a full or partial refund instead of a replacement.
1.5.3 Claims Involving One (1) Box
If a quality issue affects only one (1) box, no replacement will be provided. Spike Durian will instead decide whether the claim qualifies for a full or partial refund of that box, based on how serious the issue is.
1.5.4 Promotional Bundles and Free Items
For promotional bundles that include free item(s), each box's value is the total amount paid for the bundle divided by the total number of boxes in the bundle, including any free box(es). This applies unless the product page says otherwise. Any refund for an affected box will be based on this per-box value.
Example: If you pay $120 for a "Buy 3, Get 1 Free" bundle (4 boxes), each box is valued at $30. If one box has a quality issue, the most you can be refunded for that box is $30.
1.5.5 Refund Processing
Once a refund is approved, it will be issued within 5 to 10 working days from the date of approval. How long it then takes to appear in your account depends on your bank or payment provider.
2. DELIVERY POLICY
2.1 Delivery Schedule
Deliveries are carried out daily.
Available time slots:
Weekdays: 4:00 pm–9:00pm
Weekends: 12:00pm–6:00pm.
2.2 Delivery Fees
a. A delivery fee of SGD 10 applies to single-box orders.
b. A SGD 10 re-delivery fee applies in the event of a failed delivery attempt.
2.3 Delivery Requirements
As products are chilled and perishable, the customer (or a designated recipient) must be present to receive the order.
Spike Durian will not leave orders unattended at the door.
2.4 Delivery Areas
Spike Durian delivers islandwide.
Additional charges may apply for restricted or difficult-to-access locations including but not limited to:
-
Sentosa
-
Airline House
-
Changi Airport areas
-
Tuas
Customers will be notified in advance if additional charges or adjustments are required.
3. ORDER CHANGES AND CANCELLATIONS
3.1 Delivery Address Changes
Customers may request a change of delivery address up to 2 days before the scheduled delivery date.
Changes are not permitted 1 day before or on the day of delivery.
Address and delivery-date changes can be made on our members portal: members.spikedurian.sg.
3.2 Order Cancellations
Orders may be cancelled at least 2 days prior to the scheduled delivery date.
No cancellations will be accepted within 1 day of delivery.
Cancellation requests must be submitted via email to hello@spikedurian.sg with the order number.
4. STORAGE AND HANDLING RESPONSIBILITY
Upon delivery, customers are responsible for:
a. Refrigerating the product immediately
b. Consuming the product within 12–24 hours for optimal quality
c. Ensuring the product is not refrozen
d. Avoiding prolonged exposure to room temperature
Spike Durian will not be held responsible for quality deterioration resulting from improper handling or storage after delivery.
5. INCOMPLETE OR INCORRECT ORDERS
Customers must report incomplete or incorrect orders within 24 hours of delivery by submitting them on our members portal: members.spikedurian.sg/feedback/new.
Spike Durian will review the claim and provide the appropriate remedy where applicable.
6. WEATHER AND EMERGENCY DELAYS
In the event of severe weather, operational disruptions, or other unforeseen circumstances impacting delivery, Spike Durian will:
a. Notify the customer as soon as possible
b. Arrange a rescheduled delivery
c. Provide a full refund if rescheduling is not feasible
No penalties will be applied for delays beyond Spike Durian’s control.
7. CUSTOMER ACCEPTANCE
By completing a purchase on spikedurian.sg, the customer acknowledges and agrees to all terms outlined in this Policy. Spike Durian reserves the right to amend this Policy at any time without prior notice.
