Terms and Conditions
Last Updated: June 2026
These General Terms & Conditions (“Terms”) apply to purchases of products and services from Royal Eastern Seafood Pte Ltd (“Royal Eastern Seafood”, “we”, “our”, or “us”).
By placing an order with us, you agree to be bound by these Terms. Please read them carefully before placing your order.
These Terms should be read together with our Privacy Policy and any other terms or information provided to you at the time of purchase.
1. COMPANY INFORMATION
Royal Eastern Seafood Pte Ltd is a company incorporated in Singapore.
Contact Information:
Email: royaleasternseafood@gmail.com
Tel: +65 8088 1831
Website: www.royaleasternseafood.com
2. PAYMENT METHODS
Customers may make payment using the following methods:
• PayNow UEN: 202042312M
• DBS Bank Ltd — Account No.: 072-034087-6
We do not accept cash on delivery.
Unless otherwise agreed in writing, an order will only be processed after successful payment confirmation.
Customers are responsible for ensuring that payment is made to the correct payment details provided by Royal Eastern Seafood. Please contact us if you require confirmation of our payment details before making payment.
3. ORDER PLACEMENT AND CONFIRMATION
3.1 Order Deadline
Orders should be placed at least one (1) day before the requested delivery date and before 12:00 noon, subject to product availability.
Orders received after the stated cut-off time may be accepted at our discretion and are subject to availability and delivery capacity.
3.2 Order Confirmation
After receiving an order, Royal Eastern Seafood may contact the customer by WhatsApp or telephone to confirm the order details.
If you do not receive an order confirmation within one (1) business day, please contact us at +65 8088 1831.
3.3 Payment After Confirmation
Once the order has been confirmed, payment must be made on the same day unless otherwise agreed.
If payment is not received within the required period, Royal Eastern Seafood will cancel the order and the customer will need to place a new order, subject to product availability and prevailing prices.
3.4 Confirmation of Paid Orders
An order confirmation will be sent by email or WhatsApp after payment has been successfully received and verified.
An order is considered confirmed only after payment has been received and Royal Eastern Seafood has confirmed the order.
4. ORDER AMENDMENT AND CANCELLATION
4.1 Order Amendments
Customers may request amendments to an order before delivery, subject to:
• Product availability;
• Market availability;
• Delivery arrangements; and
• Any applicable difference in price.
An amendment is not considered confirmed until Royal Eastern Seafood has accepted the requested change.
4.2 Cancellation by Customer
Customers may request cancellation within three (3) days from the date the order is placed, subject to the conditions below.
For live and other highly perishable seafood products, no cancellation will be accepted one day before the scheduled delivery date or on the scheduled delivery date.
Where a cancellation is accepted, any applicable refund will be processed in accordance with the circumstances of the cancellation and applicable law.
4.3 Cancellation Due to Availability
If Royal Eastern Seafood is unable to fulfil a confirmed order because the ordered product becomes unavailable, we may:
• Offer a suitable substitute of equivalent or comparable value;
• Offer an alternative product or size after discussing the option with the customer; or
• Provide a refund for the affected product where no suitable alternative is accepted or available.
5. PRODUCT AVAILABILITY, SIZE AND WEIGHT
5.1 Natural Variation
Live seafood is a natural product and may vary in size, weight, condition and appearance.
Royal Eastern Seafood will make reasonable efforts to supply products according to the size and weight ordered. However, exact sizes and weights cannot always be guaranteed due to natural variation, availability and market conditions.
5.2 Substitution
If the exact size, species or product ordered is unavailable, Royal Eastern Seafood may contact the customer to offer a suitable alternative.
If the customer does not agree to the proposed substitution, Royal Eastern Seafood may refund the amount paid for the affected item.
5.3 Market Prices
Prices for live and fresh seafood may change due to market conditions, seasonal availability, supply, transportation costs, import-related costs and other factors.
Where a price changes before an order is confirmed, the prevailing price at the time of confirmation will apply.
For an order that has already been confirmed and paid for, Royal Eastern Seafood will not increase the agreed price unless the customer agrees to the change or the change is otherwise permitted by applicable law.
If Royal Eastern Seafood is unable to fulfil an order at the confirmed price and the customer does not agree to the proposed alternative, the affected amount paid will be refunded.
5.4 Natural Weight Loss
Live seafood may naturally lose weight during transportation, handling, holding and preparation.
A weight reduction of approximately 5% to 10% may occur naturally depending on the type and condition of the seafood.
5.5 Live Crab — Cut and Clean
Where live crab is requested to be cut and cleaned, additional weight loss may occur because of the removal of inedible portions and preparation.
For cut-and-clean crab, weight loss may be approximately 20%, depending on the species, size and condition of the crab.
The weight reduction described above is a natural consequence of preparation and should not by itself be treated as a product defect.
6. DELIVERY POLICY
6.1 Standard Delivery
Standard delivery is S$20 per delivery location island-wide, except for the areas listed below.
6.2 Additional Delivery Areas
Delivery to the following areas is S$35 per delivery location:
• Sentosa
• Tuas
• Jurong
• Clementi
• Lim Chu Kang
• West Coast Park
• Pioneer
• Boon Lay
• Marsiling
• Choa Chu Kang
• Bukit Panjang
• Bukit Batok
• Tengah
• Woodlands
• Mandai
• Sembawang
• Yishun
• Simpang
• Seletar
• Changi
Delivery charges are subject to the applicable rate confirmed at the time of order.
If a delivery address is located in an area not listed above but requires special access, additional arrangements or special delivery services, we may contact the customer before confirming the delivery charge.
6.3 Delivery Hours
Home deliveries are generally made between 9:00 a.m. and 6:00 p.m.
Delivery times are estimates and are not guaranteed to a specific time unless expressly agreed by Royal Eastern Seafood.
Delivery may be delayed by circumstances including:
• Traffic conditions;
• Weather conditions;
• Flight delays;
• Customs clearance;
• Supplier or shipment delays;
• Vehicle or logistics issues;
• High delivery volumes; or
• Other circumstances beyond our reasonable control.
We will make reasonable efforts to keep customers informed of significant delivery delays where practicable.
6.4 Customer-Arranged Delivery
Customers who prefer to arrange their own delivery may do so, subject to prior agreement with Royal Eastern Seafood.
Where the customer independently appoints a third-party delivery service, the customer is responsible for the delivery arrangement and any associated charges, handling requirements and risks arising after collection of the goods from Royal Eastern Seafood, to the extent permitted by law.
Customers who prefer immediate collection may also purchase directly from our physical store, subject to product availability.
7. RECEIVING OF GOODS
Customers are responsible for ensuring that a suitable recipient is available at the delivery address during the agreed delivery period.
7.1 Failed Delivery
If no recipient is available when delivery is attempted, Royal Eastern Seafood may, where reasonably practicable and at its discretion:
• Leave the goods at a safe location designated by the customer;
• Contact the customer to obtain delivery instructions; or
• Arrange another delivery attempt subject to an additional delivery charge.
For perishable products, Royal Eastern Seafood cannot guarantee that a re-delivery will be possible.
7.2 Delivery Confirmation
Delivery may be evidenced by:
• A photograph of the delivered goods;
• A delivery record;
• Confirmation by the recipient; or
• Other reasonable delivery records maintained by Royal Eastern Seafood or its delivery provider.
7.3 Inspection Upon Delivery
Customers are encouraged to inspect their order promptly upon delivery and to contact Royal Eastern Seafood as soon as possible if there is an apparent issue with the products.
For live seafood, customers should understand that natural variation in appearance, movement, weight and condition can occur.
8. REFUNDS, RETURNS AND PRODUCT CLAIMS
8.1 Perishable Products
Because seafood is generally perishable and, in some cases, live, returns and exchanges may not be practical or appropriate.
However, this does not affect any rights or remedies that cannot lawfully be excluded under applicable Singapore law.
8.2 Product Claims
If you believe that an item is defective, damaged, incorrect or materially different from what was ordered, please contact us within two (2) hours of delivery.
Please provide:
• Your order details;
• A description of the issue; and
• Clear photographs or videos showing the product and the issue.
For hygiene and food-safety reasons, photographs or videos of cooked seafood generally cannot be used to assess the condition of the seafood as supplied.
8.3 Assessment of Claims
Each claim will be reviewed based on the circumstances, including the type of product, condition at delivery, photographs or other evidence provided, delivery records and any relevant information concerning storage or handling after delivery.
Where a claim is accepted, Royal Eastern Seafood may, as appropriate:
• Replace the affected product;
• Provide a partial or full refund for the affected product; or
• Offer another reasonable remedy.
8.4 Excluded or Unsupported Claims
Royal Eastern Seafood may decline a claim where there is reasonable evidence that the issue resulted from:
• Improper storage after delivery;
• Improper handling after delivery;
• Failure to follow storage or preparation instructions;
• Normal characteristics of live seafood;
• Natural weight loss;
• Damage caused after delivery;
• Failure to inspect or report an apparent issue within a reasonable time; or
• Fraudulent, misleading or unsupported information.
Nothing in this section excludes rights or remedies that cannot legally be excluded.
9. FOOD SAFETY AND HANDLING
9.1 Customer Responsibility After Delivery
Customers should handle, store and prepare seafood appropriately after delivery and should follow any storage or preparation instructions provided with the products.
Where applicable, seafood should be kept at an appropriate temperature and consumed within a suitable period.
9.2 Raw or Undercooked Seafood
Consumption of raw or undercooked seafood may increase the risk of foodborne illness.
Customers who are pregnant, immunocompromised, elderly, very young, have particular medical conditions, or otherwise have concerns about consuming raw or undercooked seafood should seek appropriate medical advice before consumption.
9.3 Allergies
Customers are responsible for informing themselves of any known seafood or other food allergies before purchasing or consuming products.
Where you have questions about allergens, ingredients or preparation, please contact us before consumption.
9.4 Food Safety
Royal Eastern Seafood will comply with applicable Singapore food-safety requirements. Food businesses in Singapore are subject to applicable food legislation and requirements administered by the Singapore Food Agency.
Nothing in these Terms is intended to exclude or limit Royal Eastern Seafood’s responsibility for food that is unsafe or otherwise does not comply with applicable law.
10. LIMITATION OF LIABILITY
To the maximum extent permitted by Singapore law, Royal Eastern Seafood will not be liable for indirect, incidental, special or consequential losses arising from an order, delivery or use of our products.
However, nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law, including applicable consumer-protection or food-safety requirements.
Royal Eastern Seafood will not be responsible for loss or damage caused by circumstances beyond our reasonable control, except to the extent that liability cannot lawfully be excluded.
11. EVENTS BEYOND OUR REASONABLE CONTROL
Royal Eastern Seafood will not be responsible for delay, failure or inability to fulfil an order caused by circumstances beyond our reasonable control, including:
• Severe weather;
• Traffic disruptions;
• Flight cancellations or delays;
• Customs or regulatory delays;
• Supplier or shipment disruptions;
• Import restrictions;
• Transport disruptions;
• Equipment failure;
• Power or telecommunications failures;
• Labour disruptions; or
• Other unforeseen circumstances beyond our reasonable control.
Where reasonably practicable, we will inform affected customers and work with them to arrange an alternative delivery date, substitute product or refund where appropriate.
12. PRODUCT INFORMATION AND PRICES
We make reasonable efforts to ensure that product descriptions, photographs, prices, sizes and other information displayed on our website are accurate.
However, photographs may be provided for illustration and actual seafood may vary naturally in appearance, size and colour.
We reserve the right to correct genuine errors in product descriptions, availability or pricing.
Where an error affects an order that has not yet been confirmed, we may contact the customer to confirm whether the customer wishes to proceed at the correct price or with the correct product information.
13. WEBSITE AND ONLINE ORDERS
Orders placed through our website are subject to product availability and successful payment.
Submission of an online order does not necessarily mean that the order has been accepted. The order becomes confirmed only when Royal Eastern Seafood has confirmed the order and payment has been successfully received.
We reserve the right to decline or cancel an order where reasonably necessary, including where:
• The product is unavailable;
• Payment cannot be verified;
• There is an obvious pricing or product-description error;
• The delivery address cannot reasonably be serviced; or
• We reasonably suspect fraudulent or unauthorised activity.
Where payment has already been made for an order that we cancel, we will arrange an appropriate refund for the affected amount.
14. CUSTOMER COMMUNICATION
By placing an order, customers may be contacted by Royal Eastern Seafood through telephone, WhatsApp, email or other contact details provided by the customer for purposes relating to:
• Order confirmation;
• Payment confirmation;
• Delivery arrangements;
• Product availability;
• Order amendments;
• Customer service; and
• Other matters directly relating to the customer’s transaction.
Marketing communications will be handled in accordance with applicable laws and our Privacy Policy.
15. PRIVACY
Royal Eastern Seafood collects and handles personal data in accordance with our Privacy Policy and applicable Singapore data-protection laws.
Our Privacy Policy explains how we collect, use, disclose, retain and protect personal data.
16. SEVERABILITY
If any provision of these Terms is found to be invalid, unlawful or unenforceable, that provision will be modified or removed to the minimum extent necessary, and the remaining provisions will continue to apply to the extent permitted by law.
17. NO WAIVER
A failure or delay by Royal Eastern Seafood to exercise any right or remedy under these Terms does not constitute a waiver of that right or remedy.
18. CHANGES TO THESE TERMS
Royal Eastern Seafood may update these Terms from time to time to reflect changes in our business, products, delivery arrangements or applicable laws.
The version published on our website at the time of an order will generally apply to that order, unless otherwise required by law or agreed between the parties.
19. GOVERNING LAW AND JURISDICTION
These Terms are governed by the laws of Singapore.
Any dispute arising from or relating to an order, product or these Terms shall be subject to the applicable laws and dispute-resolution procedures of Singapore.
Nothing in these Terms prevents a consumer from exercising any statutory right or remedy available under Singapore law.
20. CONTACT US
For enquiries regarding these Terms, orders, deliveries, refunds or product claims, please contact:
Royal Eastern Seafood Pte Ltd
Email: royaleasternseafood@gmail.com
Tel: +65 8088 1831
Website: www.royaleasternseafood.com
By placing an order with Royal Eastern Seafood, you acknowledge that you have had an opportunity to review these Terms and agree to the terms applicable to your purchase.