REFUND AND EXCHANGE POLICY
Last updated: 6 August 2026
Thank you for shopping at Rice&Shine. We want you to be happy with your purchase. This Refund and Exchange Policy forms part of our Terms of Service and should be read together with them.
1. OUR POLICY IN SUMMARY
We do not offer refunds or exchanges for change of mind.
We will replace or exchange products in the specific situations set out below. If you are a consumer purchasing for personal or household use, your statutory rights under the Consumer Protection (Fair Trading) Act 2003 (including the Lemon Law provisions) and the Sale of Goods Act 1979 are not affected by this policy.
2. NO CHANGE OF MIND REFUNDS OR EXCHANGES
We do not offer refunds, returns, or exchanges for change of mind, including but not limited to:
- You changed your mind after placing the order
- You ordered the wrong product or wrong quantity
- You found the same product cheaper elsewhere
- You no longer need the product
- Your personal circumstances changed
Please review your order carefully before confirming your purchase.
3. DAMAGED ON DELIVERY
If your product arrives with damaged packaging or visible damage, you must notify us with photographic evidence on the same day as the delivery date, as recorded in our delivery records or the courier's delivery timestamp. The photo must clearly show the damaged product and packaging.
If we receive photographic evidence of damage on the same day as delivery, we will arrange a replacement at no cost to you. Please send the photos to sales@farlee.com.sg or via WhatsApp at +65 6484 1075.
If we do not receive photographic evidence on the same day as the delivery date, we will not be able to process a replacement, as we are unable to verify whether the damage occurred during transit, during unloading, or after delivery was completed.
4. WRONG ITEM DELIVERED
If we deliver the wrong product (different SKU, wrong grade, or wrong quantity), please contact us at sales@farlee.com.sg or +65 6484 1075 within 3 days of delivery with photographic evidence. We will arrange an exchange for the correct product at the earliest available delivery date at no cost to you.
5. VISIBLE DEFECTS OR RICE PESTS ON DELIVERY
If, upon receiving your delivery, the product shows visible signs of defect or rice pests (such as weevils, moths, or other insects), you must notify us with photographic evidence on the same day as the delivery date, as recorded in our delivery records or the courier's delivery timestamp. The photo must clearly show the affected product.
If we receive photographic evidence on the same day as delivery, we will arrange an exchange at no cost to you.
If we do not receive photographic evidence on the same day as the delivery date, we will not be able to process an exchange. Rice pests can migrate from external sources (including from other food products, storage areas, or the environment) after delivery, and we are unable to control the conditions in which the product is stored after it leaves our custody. We are not liable for pests or defects that arise after delivery is completed.
6. QUALITY OR AUTHENTICITY COMPLAINTS
If you believe that the rice you received is not of the quality or grade represented on our store (for example, wrong rice variety, incorrect grading, or not matching the product description), we take this seriously. However, quality claims must be substantiated by objective evidence and cannot be based on personal opinion, taste preference, or information found online.
To make a quality or authenticity claim:
(a) Contact us at sales@farlee.com.sg within 7 days of delivery with a description of the issue.
(b) We may request that the rice be tested by an independent, SAC-SINGLAS accredited laboratory in Singapore (such as SGS Singapore, Eurofins Singapore, or TUV SUD PSB Singapore). The laboratory will issue a certified Certificate of Analysis (CoA).
(c) If the CoA confirms that the rice does not conform to the product description or applicable standards (such as the Codex Alimentarius Standard for Rice, CXS 198-1995), we will process a full refund for the affected product(s), including reimbursement of reasonable laboratory testing costs.
(d) If the CoA confirms that the rice conforms to the product description and applicable standards, no refund or exchange will be provided, and the cost of testing shall be borne by the customer.
We reserve the right to arrange for the sample to be submitted to a laboratory of our choosing from the list of SAC-SINGLAS accredited laboratories, provided that the laboratory is independent and accredited.
7. FOOD SAFETY OR CONTAMINATION CONCERNS
If you believe that the rice is unsafe for consumption (for example, contamination with foreign matter, mould, or chemical taint), please contact us immediately at sales@farlee.com.sg.
8. HIDDEN DEFECTS (CONSUMER RIGHTS)
Nothing in this policy affects your statutory rights as a consumer under the Consumer Protection (Fair Trading) Act 2003 (including the Lemon Law provisions) or the Sale of Goods Act 1979. If a defect is not apparent on reasonable inspection at the time of delivery but is discovered later, you may be entitled to a repair, replacement, or refund under the Lemon Law. Please contact us at sales@farlee.com.sg and we will assess your claim in accordance with the law.
9. HOW TO CONTACT US
For any refund, exchange, or quality enquiries, please contact us:
Rice&Shine (Farlee Private Limited)
39 Woodlands Close, #01-47 MEGA@Woodlands
Singapore 737856
Email: sales@farlee.com.sg
UEN: 200722707K