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Terms & Conditions

Welcome to Milk and Honey, your go-to online grocery store in Singapore. Before you begin using our website, we kindly request that you read and understand our Terms & Conditions.

Terms of Use

Milk & Honey and milkhoney.sg (“we”, “us”, “our”) is operated by Milk & Honey SG Pte Ltd (“Milk & Honey”). By accessing or utilizing any part of the website milkhoney.sg (“Site”, “Website”), you (“you”, “your”) agree to adhere to the terms and conditions outlined herein, specifically the “Terms & Conditions” (“T&Cs”) and “Privacy Policy”. If you disagree with any part of these terms, you should not use the Site.

Please be aware that to access any services offered on the milkhoney.sg Site, registration as an authorized user is required.

Conditions of Use of Website

1. Copyright Policy

Without explicit written permission from Milk & Honey, you are prohibited from reproducing, republishing, uploading, posting, transmitting, or distributing any material from this Website. You are allowed to download one copy of the material on a single computer solely for personal, non-commercial use, provided that all accompanying copyright and proprietary notices remain intact. Graphics and images on this Website are under copyright protection and cannot be reproduced or used without the written permission of their respective owners. Any modification or use of the materials for other purposes will constitute a violation of Milk & Honey’s copyright and intellectual property rights, as well as those of the respective owners.

2. Use of Website

You agree to use this Website responsibly, in compliance with these Conditions of Use, and for lawful purposes. You will be accountable for all activities conducted through your use of this Website. Additionally, you agree:

  • To not use this Website in any way that violates any applicable law or regulation, or that infringes upon the rights of any third party;
  • To refrain from posting, transmitting, or disseminating any harmful, obscene, defamatory, or illegal information on or via this Website that could create liability for Milk & Honey;
  • Not to interfere or attempt to disrupt the operation or functionality of this Website; and
  • Not to attempt unauthorized access to any of Milk & Honey’s systems.


Milk & Honey reserves the right, at its sole discretion, to deny access to this Website if it believes that you are, or will be, in breach of these Conditions of Use, without providing any reason or further reference to you.

3. Disclaimer

The content provided on the Milk & Honey website (“Site”, “Website”) is offered “as is” with no warranties, either expressed or implied. To the maximum extent permitted by law, Milk & Honey disclaims all warranties, including but not limited to implied warranties of satisfactory quality, merchantability, and fitness for a particular purpose. Milk & Honey does not guarantee that the website functions will be uninterrupted or error-free, that defects will be rectified, or that the website or the server hosting it is free from viruses or other harmful components. Milk & Honey makes no assertions about the accuracy, reliability, or correctness of the materials on this Website or the results of their use.

4. Limitation of Liability

Under no circumstances, including but not limited to negligence, shall Milk & Honey be liable for any direct, indirect, punitive, exemplary, special, or consequential damages arising from the use or inability to use the materials on this Website. This limitation applies even if Milk & Honey or an authorized representative has been advised of the possibility of such damages. Milk & Honey is also not liable for third-party materials with separate copyrights, and shall not be liable for any loss, damages, or injury resulting from such materials. The total liability of Milk & Honey for any damages, losses, costs, and expenses under any causes of action, whether in contract, tort, or otherwise, will not exceed any amount paid by you for accessing this Website.

Milk & Honey publications may contain technical inaccuracies or typographical errors. Changes and improvements may be made periodically, and these publications are subject to changes in service by Milk & Honey without notice. The information on this Website is for informational purposes only and is provided on an “as is” basis. We do not guarantee the accuracy, timeliness, reliability, authenticity, or completeness of any information on this Website and are not liable for any information or services on linked websites.

5. Modifications

Milk & Honey reserves the right to change any part of this Website at any time without notice. Access to the Website can be denied to anyone at any time at Milk & Honey’s sole discretion.

6. Suggestions and Feedback

Responses to Milk & Honey documents, including feedback, questions, comments, suggestions, and other communications, will be considered non-confidential. Milk & Honey is free to use this information without any obligation and can reproduce, disclose, and distribute the information without limitation.

Communications sent to this Website or to Milk & Honey via email are not confidential. Milk & Honey can freely reproduce, publish, or use them for any purpose, including for developing and marketing goods and services. Milk & Honey may utilize any ideas, concepts, techniques, or know-how contained in these communications for any purpose, including service development and marketing.

7. Links to Other Sites

The Milk & Honey Website may contain links to other sites not maintained by Milk & Honey. Conversely, other websites may link to the Milk & Honey Website. Milk & Honey is not responsible for the content of these external sites and will not be liable for any loss, damages, or injury arising from their use. These links are provided for convenience, and their inclusion does not imply Milk & Honey’s endorsement. Milk & Honey disclaims responsibility for linked websites, which are accessed and used at your own risk.

Third parties wishing to link to the Milk & Honey Website should notify Milk & Honey beforehand. Milk & Honey reserves the right to refuse permission for such links. If permission is granted, Milk & Honey is not obligated to establish reciprocal links with the third party.

8. Applicable Law and Jurisdiction

The governing law for these Website Usage Conditions is the law of the Republic of Singapore. In the event of any disputes, the courts of the Republic of Singapore shall have exclusive jurisdiction.

9. General Conditions at Physical Stores

The terms outlined here specifically relate to the use of this website. Unless otherwise stated on this Website, promotions and offers available at Milk & Honey supermarkets (Milk & Honey outlets) do not apply to online purchases made via this Website. Conversely, the Terms & Conditions applicable at Milk & Honey physical outlets do not govern online purchases made on this Website. Similarly, online promotions featured on this Website may not be available at Milk & Honey physical store locations.

10. Data Protection

For information regarding the handling of your data on this Website, please refer to Milk & Honey’s Privacy Policy.

Terms of Service

1. Customer Information

  • To register and access services on our site, please complete the registration process following Milk & Honey’s guidelines. You are required to provide accurate and complete information, including your legal name, address, telephone number, and email address.
  • Registration is open only to residents of Singapore who are 18 years or older. Milk & Honey reserves the right to terminate a customer’s registration at its discretion and without providing any specific reason.
  • Customers are responsible for keeping their personal information up to date to ensure accurate and timely processing of orders and deliveries.

2. Pricing and Ordering

  • Prices listed on the website apply exclusively to online purchases and may differ from those at Milk & Honey physical stores. Website prices are not valid as reference prices for in-store purchases.
  • Prices are subject to change, and Milk & Honey reserves the right to modify product prices and details without prior notice.
  • Discrepancies between your online order and the final bill may occur. Milk & Honey retains the right to amend the final bill post presentation of the online order bill.
  • The purchase price charged for items in your order is the price at the time of order submission, as confirmed in the order confirmation.
  • Orders below $80 incur a $8.50 delivery fee. Orders of $80 or above qualify for free delivery. Delivery charges are subject to change without prior notice.
  • Each order are limited to a maximum weight of 20kg to prevent delivery drivers injuries, wastage and delivery surcharge.
  • Orders can only be canceled if they have not yet been processed. For more details, please contact us.
  • Product images on Milk & Honey’s website are for advertising and illustrative purposes only and may not represent the actual delivered product.
  • For bulk orders, please contact us directly inquiries.

3. Payment

  • Online purchases on Milk & Honey’s site can be made using Visa or MasterCard credit/debit cards, paynow, GrabPay, ShopeePay.
  • Orders cannot be amended once payment is complete.
  • Any refunds will be credited back to your Milk & Honey customer e-wallet.
  • Card privileges available at Milk & Honey physical stores may not apply to online purchases.

4. Delivery

  • Delivery service is available in select districts within mainland Singapore. Accurate details (address, contact number, etc.) must be provided by the customer for successful delivery. Please verify all details before confirming your order.
  • Delivery slots are available from 12.00pm to 7.00 pm daily (subject to change and availability).
  • Alcoholic beverages in delivery orders can only be received by persons aged 18 and above.
  • If delivery is unsuccessful due to non-compliance with terms & conditions, such as inadequate address details or an invalid phone number, Milk & Honey reserves the right to cancel the order and apply a $8.50 cancellation fee per order.
  • A $8.50 service fee applies for re-delivery due to inaccurate details provided by the customer.
  • For quality issues with delivered products, please contact us within 24 hours for fresh items and within 3 days for groceries and household items.

5. PickPack Fee

  • A PickPack Fee of $0.00 will be applied to all orders placed on Milk & Honey from 26 August 2023 onwards. This fee is applicable regardless of whether a delivery charge is incurred.
  • Please note that the PickPack Fee is subject to change without prior notice. By proceeding with payment on your order, you acknowledge and agree to pay the fees as detailed in the payment summary.

6. Item Availability

Milk & Honey reserves the right to substitute any out-of-stock item with another of equivalent value, subject to availability. Please note that all prices listed include GST where applicable.

7. Wallet Function

Milk & Honey SG Pte Ltd offers a digital wallet feature on our website milkhoney.sg, allowing customers to receive and use refunds. These Terms & Conditions govern the use of the wallet function. Wallet Eligibility and Usage
  • The wallet is available to all registered users of Milk & Honey SG.
  • Refunds for eligible returns or cancellations will be credited to your wallet.
  • Refunds may be issued to the wallet under the following scenarios:
    • Product Quality Issues: For quality issues with delivered products, please contact us within 24 hours for fresh items and within 3 days for groceries and household items.
    • Order cancellations before shipping.
    • Product unavailable after purchase
    • Missing items after purchase
    • Other scenarios as deemed appropriate by Milk & Honey SG.
Usage
  • Funds in the wallet can be used to purchase any items available on milkhoney.sg, including sale and seasonal items.
  • Wallet funds can be applied to the total order value, including taxes and shipping fees.
Expiry of Wallet Funds
  • Wallet funds must be used within 12 months from the date of credit.
  • Unused wallet credits will expire after 12 months and cannot be reinstated.
Refunds for Items Purchased with Wallet Funds
  • For items purchased using wallet credits, refunds will be credited back to the wallet.
  • The expiry of the refunded amount will be aligned with the original credit’s expiry date.
Changes to Wallet Terms
  • Milk & Honey SG reserves the right to modify these terms without prior notice.
  • Changes will be effective immediately and communicated to users via email or website notification.
Liability
  • Milk & Honey SG is not liable for losses or damages resulting from unauthorized wallet access. Users are responsible for securing their account credentials.
Contact Information
  • For questions or clarifications regarding these terms, please contact hello@milkhoney.sg.

8. Return & Refund Policy

This Return & Refund Policy applies to all purchases made through the Milk & Honey SG Pte Ltd website milkhoney.sg. We are committed to ensuring that you are completely satisfied with your purchases.
Eligibility for Return & Refunds
  • Return & Refunds are processed based on the following criteria:
    • Non-Perishable Items
    • Defective or damaged items upon delivery.
    • Incorrect item received
    • Missing item received
    • Expired item received
  • Items must be returned in their original condition, including packaging, tags, and any accessories.
  • Returns & Refunds are strictly not eligible for change of mind
Eligibility for Refunds
  • Certain items may not be eligible for returns such as perishable goods, customized products, and personal care items but still entitled for refunds.
  • Refunds are processed based on the following criteria:
    • Defective or damaged items upon delivery.
    • Incorrect item received
    • Missing item received
    • Expired item received
  • Returns & Refunds are strictly not eligible for change of mind
Shipping Costs for Returns
  • Customers are responsible for the shipping costs of returned items.
  • In cases of defective or incorrect items or expired items, Milk & Honey SG will cover the return shipping costs.
Refund Exceptions
  • In certain cases, only partial refunds may be granted:
    • Items not in their original condition, damaged, or missing parts not due to our error.
    • Items returned beyond the return window.
Time Frame for Returns
  • Returns must be initiated within 7 days from the date of delivery.
  • Late returns beyond this period may not be eligible for a refund.
Process for Initiating a Return
  • To initiate a return, use the chat system on milkhoney.sg or contact our customer service at cs@milkhoney.sg.
  • Provide your order number, details of the item, and the reason for return.
  • Customer service team will ask about your preference to refund to wallet or original method of payment
Refund Methods
  • Refunds will be processed to the original method of payment or credited to your Milk & Honey wallet, depending on your preference and eligibility.
  • Allow up to 14 business days for the refund to be processed and return to original method of payment
  • Allow up to 2 days for the refund to be processed and refund to wallet
Changes to Refund Policy
  • Milk & Honey SG reserves the right to amend this policy at any time.

9. Grocery Credits at Milk & Honey SG Pte Ltd

These Terms & Conditions govern the use and management of Grocery Credits (“Credits”) awarded to customers by Milk & Honey SG Pte Ltd through its website milkhoney.sg

Accumulation of Grocery Credits

  • Credits are awarded through promotional campaigns, customer loyalty programs, or specific purchase activities.
  • The method and rate of earning Credits is currently SGD $1 : SGD $1 Grocery Credit at Milk & Honey SG Pte Ltd or otherwise specified in respective promotional details.

Redeeming Credits

  • Credits can be redeemed for discounts on future purchases on milkhoney.sg
  • Credits are applicable to all products, including discounted and seasonal items unless specified on milkhoney.sg
  • Credits are in no way eligible for withdrawal, transfer or exchange for cash

Credits Value

  • The monetary value equivalent of Credits and conversion rates for discounts will be clearly communicated on milkhoney.sg product page
  • Credits can be used to deduct a different percentage on each different product purchased as displayed on milkhoney.sg

Expiry of Credits

  • Currently, Credits do not have an expiration date.
  • In case of changes to the Credits’ validity, customers will be notified through their registered email and announcements on our website.

Changes to the Grocery Credits Program

  • Milk & Honey SG reserves the right to modify the terms of the Credits program, including validity, usage, and value of Credits.
  • Customers will be informed of any changes via email, website updates.

Non-Transferability of Credits

  • Credits are non-transferable and cannot be exchanged for cash.
  • They are associated with your specific customer account and cannot be transferred to other users.

Forfeiture of Credits

  • In the event of account deactivation or termination, either by the user or Milk & Honey SG, the remaining Credits in the account will be forfeited.

Usage Restrictions

  • Credits may be subject to minimum purchase conditions or other restrictions as stated in specific promotional campaigns.

Prohibited Activities

  • Fraudulent acquisition or redemption of Credits may result in forfeiture of all Credits and potential termination of the customer’s account.
  • Milk & Honey SG Pte Ltd reserves the right to seek damages and loss compensation for fraudulent activities deemed by Milk & Honey SG Pte Ltd

Governing Law

  • These Terms & Conditions are governed by the laws of Singapore and any disputes will be subject to the jurisdiction of Singapore courts.

Inquiries

10. Membership Sign Ups

These Terms & Conditions apply to individuals signing up for a membership with Milk & Honey SG Pte Ltd, accessible through our website milkhoney.sg.

Eligibility for Membership

  • Membership is open to individuals aged 18 years and above.
  • By signing up for membership, you confirm that all provided information is accurate and current.

Account Creation and Security

  • Members are responsible for maintaining the confidentiality of their account information and password.
  • Milk & Honey SG is not liable for any loss or damage arising from your failure to protect your account information.

Membership Benefits

  • Members may be eligible for exclusive promotions, discounts, and early access to sales.
  • Detailed benefits of membership will be communicated through our website.

Data Privacy and Usage

  • Personal information collected during the sign-up process will be used in accordance with our Privacy Policy.
  • Members consent to receive communication from Milk & Honey SG related to their membership, offers, and products.

Changes to Membership Terms

  • Milk & Honey SG reserves the right to modify membership terms and benefits at any time.
  • Any changes will be communicated through our website or via email.

Prohibited Use

  • Membership accounts should not be used for any unlawful or fraudulent activity.
  • Any misuse of membership privileges may result in termination of the membership.

Membership Non-Transferability

  • Membership benefits are non-transferable and are exclusive to the registered member.

Contact and Support

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