DDK RETURNS, REFUNDS & CLAIMS POLICY
Website: DINGDINGKING.COM | Effective Date: 24 July 2026 | Document Reference: DDK-RRP-2026-V5

1. General Policy

• 1.1. Perishable Products: All products sold by DINGDINGKING.COM, including fresh whole durians, frozen durian pulp, vacuum-packed products and durian purée, are premium perishable food products that require proper temperature control throughout storage and transportation. Due to the perishable nature of these products, all sales are considered final, except in circumstances specifically stated under this Policy.
• 1.2. No Physical Returns: For food safety and hygiene reasons, DDK does not accept physical returns of any food products. Customers must not return products to our processing facilities, warehouses or fulfilment partners unless specifically instructed by DDK. Returned food products will not be accepted, inspected or resold.
• 1.3. Non-Qualifying Claims: DDK does not provide refunds, replacements, store credits or price adjustments for reasons including, but not limited to:
  • Change of mind;
  • Personal taste preferences;
  • Aroma preferences;
  • Natural differences in fruit texture, fibre content or colour;
  • Minor cosmetic imperfections that do not affect food safety or quality; or
  • Any reason that does not constitute a material product defect under this Policy.

2. Eligible Claims

A refund or replacement will only be considered where DDK determines that the product contained a genuine material defect at the time the risk passed to the Customer. Eligible claims are limited to the following circumstances.

• 2.1. Damaged Packaging: The product arrives with evidence of:
  • Severely damaged packaging;
  • Broken vacuum seals;
  • Packaging punctures;
  • Leakage; or
  • Packaging failure that has caused contamination before delivery.
• 2.2. Cold Chain Failure (Where Applicable): For shipments requiring temperature-controlled transportation, including deliveries to China and Hong Kong, a claim may be considered if verified evidence confirms that the product:
  • Completely thawed during transit;
  • Became sour or fermented before delivery;
  • Experienced significant liquid separation caused by cold chain failure; or
  • Became unsafe for consumption before delivery due to transportation failures.

3. Claims Submission Process

• 3.1. Claim Submission Deadline: Claims must be submitted within 24 hours from the recorded delivery time. Claims submitted after this period may not be accepted.
• 3.2. Required Evidence: Customers must submit the following information when making a claim.
  • A. Order Information
    • Order Number
    • Customer Name
    • Contact Information
  • B. Video Evidence
    Customers are strongly advised to inspect the parcel upon delivery. If the outer carton or packaging shows any visible signs of damage, customers should begin recording a continuous video before opening the parcel. The video should clearly show:
    • The unopened parcel;
    • The complete unboxing process;
    • The condition of the packaging;
    • The affected products immediately after opening.
  • C. Photographic Evidence
    Provide clear photographs showing, including where applicable:
    • The affected product;
    • The product placed on a weighing scale showing the recorded weight;
    • The sealed foam box;
    • DDK labels;
    • Box number;
    • Harvest batch code;
    • Shipping barcode labels.
  • D. Supporting Documents
    Customers must also provide copies of:
    • Order Confirmation;
    • Payment Receipt; and
    • Delivery Proof or Courier Waybill.

  Incomplete claims or claims submitted without sufficient supporting evidence may be rejected.

4. Claim Assessment & Resolution

• 4.1. Quality Assessment: Upon receiving a claim, DDK’s Quality Control team will review all submitted evidence together with available operational records, including where applicable:
  • Packing records;
  • Shipment records;
  • Courier tracking;
  • Flight information;
  • Temperature monitoring records; and
  • Production batch records.

  DDK reserves the right to request additional information before making a final decision.

• 4.2. Approved Remedies: If DDK confirms that a valid product defect occurred before delivery, DDK may, at its sole discretion, provide one of the following remedies:
  • Replacement of the affected product at DDK’s expense; or
  • A refund for the purchase value of the affected product.
• 4.3. Refund Method: Approved refunds will only be processed to the original payment method used for the purchase. Refunds will not be transferred to another bank account, digital wallet, credit card or third-party account unless DDK determines that exceptional technical circumstances prevent the refund from being processed through the original payment method.

5. Final Decision

DDK reserves the right to make the final determination on all claims after reviewing all available evidence. Submission of a claim does not automatically guarantee approval of a refund or replacement.