Singapore-based food company Irvins Salted Egg has offered to recall and refund its products after a dead lizard was found inside one of its snacks.

The brand, which has outlets in Singapore, Hong Kong, and the Philippines, apologized to the public in a lengthy Instagram post signed off by chief executive officer Irvin Gunawan.

“All of us at Irvins Salted Egg were very shocked and devastated to hear that one of our customers discovered a dead lizard in a snack pouch that she opened… We want to sincerely apologize to the customer and everyone who is affected by this incident, directly or indirectly. We take full responsibility for the goods that we sell and everything in it,” Gunawan said in the post, which was also shared on his company’s Facebook page.

He went on: “I have since personally contacted the customer and will continue to do so to make sure that she and her family is alright. We promise to investigate this further as we don’t have a full explanation on how the dead lizard ended up in our snack pouch, and we promise to make the necessary changes in our production to ensure this will never happen again. The case has been reported to AVA (Agri-Food and Veterinary Authority of Singapore) and we will cooperate with them fully.”

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A post shared by IRVINS Salted Egg (@irvinsaltedegg) on Jan 1, 2019 at 9:45pm PST

Gunawan also offered to assist customers who wish to get a refund if they are “uncomfortable with consuming our snacks,” particularly packets of fish skin that will expire on October 16, 2019.

The co-founder of Irvins Salted Egg also gave out an e-mail address (feedback@irvinsaltedegg.com) where they can air their concerns, and stressed that all recalled products would be disposed of.

“This is a major blow to us. However, we promise that we will fix this issue and continue to be an honest and responsible company to all of you,” he said.

Irvins Salted Egg made the apology after Facebook user Jane Holloway complained last December 29 that her family members found a dead lizard in a pack of fish skin.