Return And Refund Policy
I. 7-DAY RETURN POLICY
We fundamentally believe you will be thrilled with the products you purchase from SG Home Furniture Pte. Ltd. That’s because we go out of our way to ensure that they’re designed and built to be just what you need. We understand, however, that sometimes a product may not be what you expected it to be. In that event, we invite you to review the following terms related to returning a product.
Return requests can only be made within 7 days of the date you’ve received the item. To initiate this request, please contact us so that we can facilitate the return. Please note that the policy is subject to the conditions below:
- There is a 20% restocking fee charged per returned item; this fee is deducted from your refund.
- Only items that are unused, undamaged condition can be returned. Products with scratches, stains, damages, drilling, or any other modification will not be accepted. We reserve the right not to refund a product that, in our reasonable opinion, has become of unacceptable quality due to fair wear and tear, misuse; or as a result of failure to take reasonable care of the product.
- We are unable to accommodate returns / exchanges / refunds for the following items:
- Any item marked as ‘Clearance’ or specified as on ‘As it is’
- Any form of Display items
- Products that require on-site assembly
- Any item described as ‘Made to Order’ or ‘Customised’ items
- Bed room set and all mattresses
- Products that are not in its new and original unopened condition
- Products that have been removed from their original packaging, used, stained, torn, washed, discoloured, dented, damaged and/or with traces of fragrance or odours
The refund will exclude add-ons fees paid for:
- Staircase delivery
Shipping and delivery are hard costs we incur from our logistics partners. As such, a 20% restocking fee based on the original invoiced value or a minimum fee of $40, which every is higher will be deducted from your refund. As such, you will be refunded the following: Purchase Price – Restocking Fee – Delivery fee – other fees (if any) = Refunded Amount (S$). Please do note that the restocking fee will also apply if you wish to return the item(s) in order to place another order.
Refunds will be performed after we have collected the returned item. All refunds will take 7 business days to process and we will issue refunds in the form of a credit back to the original method of payment. However, SG Home Furniture Pte. Ltd. reserves the rights to change the mode of refund. Refund of payments made via PayPal will be in accordance to PayPal’s refund policy.
All refunds will be in the form of store credits.
II. ORDER CHANGE OR CANCELLATION
If you change your mind and decide to cancel your order or any item(s) in your order, please notify us at least 5 full business days before the date of agreed delivery and you will be refunded with no additional charges incurred. (Note: The day you inform SG Home furniture Pte. Ltd. on the cancellation will not be regarded as a business day in advance).
Example: If your order is scheduled to be delivered on Wednesday this week, you will need to cancel the order for free before the end of last Tuesday, assuming there is no public holiday in between.
Do take note that cancellations do not include items that are custom made or on clearance.
In the event you wish to cancel your existing order and place a new order, kindly note that a new delivery lead time will be given at the time of new purchase.
All refunds will take 7 business days to process and will be credited back to the original mode of payment.
However, SG Home furniture Pte. Ltd. reserves the right to change the mode of refund.
Any cancellation within 3 business days of agreed delivery date will be subject to a restocking fee of 20% of the price sold per line item (after discounts, if any) due to logistics and handling.
Cancellation of Orders with Discount Voucher
If you cancel any item(s) in your order with a discount voucher/coupon applied, you will be refunded only the final paid price after the applied discount – which is apportioned among the items in your order according to their respective value. The value discount will be apportioned in this manner: (Each line item’s purchase price / total order value) x discount voucher value.
Upon cancellation of item(s) in your order, the whole absolute-value of the discount voucher which was initially applied will not be re-issued or re-apportioned to the remaining item(s) in the revised order. Your remaining item(s) are still entitled to the discount value that was initially apportioned per line item before the cancellation of item(s) in your order.
Please contact us to process this request.
III. ORDER CONFIRMATION
It is the responsibility of the customer to check if the product(s) purchased and lead time(s) are correct. SG Home furniture Pte. Ltd. will not be obligated to fulfil the order if there are any discrepancies after 24 hours from the time of order.
Please review the delivery page to learn about how and when you will receive the products you purchased from SG Home furniture Pte. Ltd.. Since the actual delivery of your order can be impacted by many events beyond SG Home furniture Pte. Ltd. control once it leaves our facilities, SG Home furniture Pte. Ltd. cannot be held liable for late deliveries. We will, however, work with you to ensure a smooth delivery.
V. BUNDLE AND PURCHASE WITH PURCHASE ORDERS
We constantly seek to provide the best value for our customers hence all bundle and PWP (Purchase with Purchase such as buy sofa and get 20% off TV console) sales are carefully priced. As such, partial cancellation is not applicable for bundle and PWP orders. We will only process full cancellation for all bundle and PWP orders, in some instances a restocking fee may apply. (Refer to cancellation policy for restocking charges)
VI. PRODUCT INFORMATION
We endeavour to ensure that all the products on our website are accurately described, and we rely on information provided to us by our suppliers. Unfortunately, on some occasions, it is possible that our website will contain errors and we reserve the right to correct any errors or inaccuracies at any time, including after you have placed an order.
In some cases, the products we offer for sale are hand-made or made from natural or organic materials, and there may be small variations between the product image(s) and the product you receive. This will always be stated on the individual product listing.
We endeavour to ensure that all colours are displayed accurately, but you should be aware that colours may appear slightly differently on different displays and screens. The shade of colour from screen to screen is not a fault or error.
We aim to update our website regularly and may change the content at any time. If the need arises, we may suspend access to our website, or close it indefinitely. We will use reasonable endeavours to ensure our website contains accurate information and content, however, we reserve the right to update our website as soon as an inaccuracy or error is brought to our attention.
VII. add-on fees during the retrun trip
- Staircase return pick-up charges, should your premises be inaccessible using the lift.
- Return pick-up location surcharge: For returns of products to selected locations, delivery surcharges that were charged to these selected locations will not be refunded. Should the returns require to be done in these such locations, the surcharge will be charged for the returns again.
- For deliveries after 6pm, a surcharge of $40 applies.
Subject to the availability of our logistic resources, the date and time of the pickup of the item you wish to return will be allocated to you. Unless prior arrangements have been made with SG Home furniture Pte. Ltd.
VIII. AS-IS & DISPLAY ITEMS
“As-Is” items, display items and floor samples may have inherent cosmetic defects, and may not have the appearance of looking brand new. Customers acknowledge that they are fully aware of these cosmetic defects and that the discounted price of these items sold reflect this acknowledgement.
“As-Is” items, display items and floor samples are not applicable for any other promotion, sale, discount, code, coupon and/or offer.
IX. Damaged or defective goods upon delivery
When the products are delivered to you, you are entitled to reject any damaged or defective items without incurring charges. If you decide to return your products after the delivery team has left, it will be processed under our returns and refunds policy.
Step 1. When the delivery is made you will be required to examine the product(s), check the condition of the packaging, ensure that the correct number of packages has been delivered and ensure that the product(s) delivered to you is free of defects.
Step 2. If there are any issues, you should contact SG Home Furniture Pte. Ltd. Immediately.
Step 3. If you require courier assistance with unpacking the product(s) for inspection, please request for it.
If you choose to waive your option to inspect your product(s) upon delivery, SG Home Furniture Pte. Ltd. will not be liable for any alleged damages or defects discovered after our courier leaves your premise.
If you opt for contactless delivery, SG Home Furniture Pte. Ltd. will not be liable for any alleged lost or destruction of property, damages or defects discovered after our courier leaves your premise. We will take a photo of the item(s) as proof of completed delivery. We strongly advise customers to be present for inspection upon receiving goods.
SG Home Furniture Pte. Ltd. warrants that all furniture to be free of defective materials and workmanship. Warranty periods vary by product, commencing from the date of delivery.
If, during the warranty period, a product is deemed defective due to a manufacturing defect, SG Home Furniture Pte. Ltd. will repair or replace part(s), at our option. This Warranty covers the replacement or repair of any product that has a manufacturing or material defect that is not the result of normal wear and tear, misuse of product, or a natural characteristic of the material used.
This Warranty is not transferable and any subsequent purchaser buys the product ‘display items’ or ‘as is’, is without the protection of the Warranty. The warranty does not cover products used for commercial purposes.
Subject to the availability of our logistic resources, the date and time of the pickup of the repair or exchange of the defective item will be allocated to you.