Refund policy

Last Updated: January 20, 2026

At ONTHEGO Singapore, we are committed to delivering high-quality, diet-friendly food products. Please read our refund and return policy carefully before making a purchase.

1. All Sales Are Final (Food & Consumables)

Due to the nature of our products being food and consumable items, all sales are final.
We do not accept returns, exchanges, or refunds once an order has been processed and shipped, except under the circumstances outlined below.

2. Eligible Refunds / Replacements

Refunds or replacements will only be considered in the following situations:

• Incorrect item received

• Product damaged during transit

• Defective product (e.g. broken seal, leakage)

Eligibility requirements:

• Issues must be reported within 24 hours of receiving the order

• Clear photo or video evidence must be provided

• Product must be unused and in original packaging

3. Non-Refundable Situations

Refunds or replacements will not be provided for:

• Change of mind after purchase

• Personal preference regarding taste or texture

• Failure to review product descriptions or ingredients

• Allergic reactions or dietary incompatibility

• Incorrect delivery address provided by the customer

• Delivery delays caused by courier or customs beyond our control

4. Refund Method

If a refund is approved:

• Refunds will be issued to the original payment method

• Processing may take 5–10 business days, depending on the payment provider

Alternatively, ONTHEGO Singapore may offer:

• A replacement product, or

• Store credit, at its discretion

5. Order Cancellations

• Orders cannot be cancelled or modified once confirmed and processed

• Customers are responsible for verifying all order details before checkout

6. Promotions & Sale Items

• Promotional, discounted, flash sale, and bundle items are strictly non-refundable and non-exchangeable

7. Contact Information

For refund or replacement inquiries, please contact:

Email: info@onthegoofficial.sg

Please include:

• Order number

• Description of the issue

• Photo or video evidence

Our team will respond within 2–3 business days.

8. Policy Amendments

ONTHEGO Singapore reserves the right to amend this Refund & Return Policy at any time without prior notice. The latest version will be published on our official website.