Refund & Return Policy

Last Updated: 6 November 2026

1. Overview

At Bagus Mart (https://bagusmart.sg), we are committed to providing quality dried food, perishable goods and food products to our customers across Singapore.

We take care to ensure that all products are properly packed and handled before dispatch. However, we understand that issues may occasionally arise during storage, handling or delivery.

This Refund & Return Policy outlines the circumstances under which customers may request a refund or replacement for products purchased through our website.

2. Eligible Reasons for Refund or Replacement

Bagus Mart may approve a refund or replacement if the products received fall under the following circumstances:

A. Damaged or Broken Packaging

Packaging is torn, punctured, leaking or severely damaged upon delivery.
Product containers or seals are broken or compromised.
Packaging damage affects the quality, safety or usability of the product.

B. Spoiled or Defective Products

Products arrive spoiled, rotten or otherwise unfit for consumption.
Products show signs of mould, unusual discolouration or deterioration.
Products have an unusual smell or appearance indicating possible spoilage.
Products are defective or unsuitable for consumption due to quality issues.

C. Incorrect Products Delivered

The products delivered do not match the items ordered.
The wrong product type, quantity or variant has been supplied.

D. Other Verified Quality Issues

Products are found to have significant quality issues that make them unsuitable for their intended use.
Products do not meet the reasonable quality or condition expected at the time of delivery.

All refund or replacement requests are subject to assessment and verification by Bagus Mart.

3. Non-Refundable Situations

Refunds and replacements will generally not be provided under the following circumstances:

Change of mind after an order has been confirmed or delivered.
Incorrect orders placed by customers.
Products that have been opened, consumed, used or altered, except where necessary to demonstrate or report a quality defect.
Products damaged due to improper handling or storage by the customer after delivery.
Products that have deteriorated due to failure to follow the recommended storage instructions.
Requests submitted without reasonable supporting evidence, where such evidence is necessary to assess the claim.

These exclusions do not affect any rights or remedies customers may have under applicable Singapore consumer protection laws.

4. Reporting Damaged or Defective Products

Customers are encouraged to inspect their orders upon delivery.

If you receive damaged, spoiled, defective or incorrect products, please contact Bagus Mart as soon as reasonably possible.

To help us assess your request, please provide:

Your order number.
Your name and contact details.
A description of the issue.
Clear photographs or videos showing the affected product and its packaging.
The quantity of affected products.

For perishable goods, we recommend reporting any quality or spoilage concerns within 24 hours of delivery.

For damaged packaging or other non-perishable products, please report the issue within 3 days of delivery.

These reporting periods help us investigate issues promptly. They do not remove any rights you may have under applicable laws.

5. Refund and Replacement Process

Once we receive your request, our team will review the information and supporting evidence provided.

The process is as follows:

Step 1: Submit Your Request

Contact us through our website or official customer service email with your order details and supporting photographs or videos.

Step 2: Assessment and Verification

Our team will assess the reported issue and may request additional information or evidence where necessary.

Step 3: Resolution

If your request is approved, Bagus Mart may offer one of the following solutions:

A full refund for the affected product.
A partial refund where only part of the order is affected.
A replacement of the affected product, subject to stock availability.
Another mutually agreed resolution.

Step 4: Refund Processing

Approved refunds will be processed through the original payment method wherever possible.

The time taken for the refund to appear in your account may depend on your payment provider or financial institution.

6. Return of Products

For food safety and hygiene reasons, Bagus Mart generally does not require customers to return spoiled, damaged or perishable food products.

However, we may request additional photographs, videos or other reasonable evidence to verify a claim.

In exceptional circumstances, we may arrange for the affected products to be returned or collected for inspection.

Where a return is required due to a verified product defect or fulfilment error, Bagus Mart will advise the customer on the appropriate return arrangements.

Customers should not dispose of affected products until the claim has been reviewed, unless the products pose a food safety or hygiene risk.

7. Refund Processing Time

Once a refund has been approved, Bagus Mart will initiate the refund process as soon as reasonably practicable.

Depending on the payment method and payment provider, the actual time for the funds to be credited may vary.

Customers will be notified when their refund has been initiated.

8. Delivery Charges

Where a refund or replacement is approved due to defective, spoiled, damaged or incorrectly delivered products attributable to Bagus Mart or its fulfilment arrangements, we will assess and cover reasonable associated return or redelivery costs where applicable.

Delivery charges for change-of-mind requests or other non-eligible circumstances will generally not be refundable.

9. Food Safety and Storage

As Bagus Mart supplies dried food and perishable goods, customers are responsible for storing products appropriately after delivery.

We recommend that customers:

Inspect products promptly upon receipt.
Follow the storage instructions stated on product packaging.
Refrigerate or freeze products where required.
Keep products away from excessive heat, moisture and direct sunlight where applicable.
Consume products within the recommended period.

If a product appears spoiled, contaminated or unsafe for consumption, customers should not consume it and should contact us promptly.

10. Our Right to Review Refund Requests

Bagus Mart reserves the right to review and verify all refund and replacement requests before approving a resolution.

We may decline requests where there is insufficient evidence or where the reported issue is not attributable to the product’s condition upon delivery, subject always to applicable consumer protection laws.

We aim to handle all requests fairly and reasonably.

11. Contact Us

If you have questions about this Refund & Return Policy or wish to submit a refund or replacement request, please contact us:

Bagus Mart

Website: https://bagusmart.sg

Email: sales@bagusmart.sg

Please include your order number in all refund-related enquiries so that we can assist you more efficiently.