DINGDINGKING.COM (DDK) INTERNATIONAL RETURNS, REFUNDS, AND QUALITY CLAIMS POLICY
Effective Date: June 24, 2026 | Document Reference: DDK-RRP-2026-V4

1. Mandatory Freshness Nature and Finality of Sales

• 1.1. Perishable Food Classification: All luxury fruit products, fresh, chilled or frozen pulps, vacuum-sealed seed-pulp configurations, and purées distributed by DDK are premium, temperature-sensitive agricultural items. Due to the high risk of rapid spoilage if cold-chain controls are compromised, all sales are final.
• 1.2. Absolute No-Return Framework: Physical returns of dispatched food products are not accepted under any circumstances. Customers are strictly prohibited from shipping items back to our Malaysian processing facilities or regional logistical hubs. DDK will not accept, process, or inspect returned food items, and no refunds or exchanges will be triggered by physical product returns.
• 1.3. Exclusion of Subjective Claims: DDK does not offer refunds, replacements, store credits, or price adjustments based on subjective consumer criteria, including change of mind, personal taste preferences, aroma preferences, fiber distribution variances, or minor cosmetic deviations in fruit coloration.

2. Comprehensive Definitions of Material Defects

A formal claim for financial refund or product replacement will only be evaluated if the item exhibits a valid, material defect at the precise moment of risk transfer. Valid material defects are strictly limited to:

• 2.1. Severe Structural Contamination: Evidence of total package puncture, structural failure of the vacuum-sealed primary polymer skin, or unsealed exposure leading to macro microbial degradation occurring prior to delivery handover.
• 2.2. Total Thermal Degradation (China/HK Exclusive): For destinations inside China and Hong Kong, if verified tracking parameters and unboxing inspections establish that a shipment completely thawed, turned sour, fermented, or experienced significant fluid separation prior to arriving at the Customer’s address due to cold-chain failures during international transit.

3. Evidence Requirement and Step-by-Step Verification Mandate

To successfully process a material quality claim, the Customer must compile and submit a comprehensive technical evidentiary portfolio to the DDK Quality Claims Portal within twenty-four (24) hours of tracking-verified delivery receipt. Failure to supply these specific elements within this timeframe voids the claim.

• A. Continuous Unedited Unboxing Video Recording
  • The complete, unbroken video must clearly display the shipping label barcode, the fully intact status of the external thermal shipping container before opening, and the complete unboxing process.
  • The video must document the initial exposure of the sealed primary product pack;
  • The visual inspection of the alleged damage or seal compromise without any camera cuts or editing.
• B. Detailed Macro Photography
  • High-resolution, clear close-up photographs capturing the specific area of alleged spoilage, package tearing, or product compromise.
• C. Traceability and Batch Sticker Verification
  • Clear, high-resolution photographs of the DDK validation labels, box numbers, harvest tracking batch codes, and shipping barcode stickers affixed to the packaging.

4. Claims Parsing, Replacement Logistics, and Banking Enforcement

• 4.1. Technical Evaluation Process: Upon receipt of a claim, the DDK Quality Control Department will audit the submitted video and photographic evidence alongside transit logs, flight tracking data, data-logger records, and production batch notes.
• 4.2. Approved Remediation Options: If a material quality defect is confirmed to have occurred before the point of risk transfer, DDK will provide either:
  • A product replacement shipped via expedited air freight at DDK’s expense; or
  • A credit refund issued to the payment method used during checkout, limited to the purchase value of the affected unit.
• 4.3. Goodwill Adjustments: Any rare goodwill considerations or partial credits provided by DDK in exceptional circumstances are entirely discretionary. They apply strictly to that individual case and do not establish an ongoing legal obligation, precedent, or waiver of these terms.