II.Returns/Exchanges
Order away from shop

   All products of Tian Yuan Xiang are fresh food. Goods that has been sold are not refundable without rational reasons, and please store chicken essence in freezer as soon as possible.

   Returns and exchanges can be satisfied as following:

1. Products are faulty or incorrect

a. Purchase or pick up at shop

  According to the product list on receipt, if it is different from your order, please make contact with us by dialing 6200 6789 or bring goods and receipt directly to our store to exchange correct item for you within three days upon receiving the product.

b. Deliver to home

  According to the product list of website or receipt, if it is different from your order, the return and exchange method is the same with (1) (a).

2. Inner package damaged

Please take damaged product photos for record. Then contact with us by dialing 6200 6789 or bring the goods with receipt directly to our store for return or exchange within three days upon receiving the product.

3. Negligence during delivery( For instance, the damaged package results in the leak of Chicken Essence, or Chicken Essence thaws out) 

Please take photos of the affected part or damaged product. Then, please contact us for assistance within three days upon receiving the product. Shop Hot Line : 6200 6789


Order still in shop

Returns and exchanges can be satisfied as following:

1.The same conditions as “Order away from shop”

Please make requests to us to deal with your demand.

2.The package is damaged or unpacked when you are unwitting.

Please make requests to us to deal with your demand.

3.Exchange or additional purchase

Please make requests to us to deal with your demand. Note:Under promotion period, it should base on the campaign rules at that time to exchange or purchase additional products.

Policy of Returns and Exchanges

The returns and exchanges are untenable as following conditions.

1. After receiving the products, it should be stored into freezers in case it deteriorates.

The service of returns and exchanges is not provided at inappropriate preservation of products individually.

2. The package is damaged or unpacked when you are unwitting after products leave shop

Please check the package condition at shop. The service of returns and exchanges is not provided because of the damage of package after you left the shop.

3. The product is faulty or incorrect after three days from receiving day.

Please make sure the product is correct when you received it. The service of returns and exchanges is not provided after three days from receiving day.

4. The damage of inner package being discovered after three days from receiving day.

Please make sure the inner package is well when you received it. The service of returns and exchanges is not provided after three days from receiving day.

5. Free gift

Free gift is not refundable and not redeemable for cash or discount.

6. Wrong flavor/ not suitable

The service of returns and exchanges is not provided at subjective conditions.

7. Different tastes

The sense of taste will be affected by different diet habit, weather and individual health condition. Additionally, the chicken we used to make Concentrated Chicken Essence is natural keeping which makes the appetite and physical activity level of each chicken different. The cultivation of natural keeping chicken is also affected by weather and season, so it is normal that the texture of meat and flavor differs from every chicken. Unlike the collective cultivation, the natural keeping chicken is healthier and more valuable. Hence, “different tastes” may not be considered available for return and exchange policy. 

Refund

Kindly contact our staff should you have any question or special situation occurred. Once the refund
has been approved, it would take 14 working days excluding holidays and public holidays for the
refund to be made by Tian Yuan Xiang Co. Pte. Ltd.. We will refundthe payment to your savings
account if your payment was made by remitting, COD or paying at store and to your credit card
supplier if you used the credit card for payment. Please note that the time taken for a payment
service provider to provide you with your refund can vary according to credit card publisher bank
policy.

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