Return & Refund Policy

Applicability of This Policy

This policy is applicable only to consumer purchases made directly from us through sg.hinomi.co (the SG Store). For items purchased through other distributors or third-party retailers, please contact the respective distributor or retailer for assistance.

How to Initiate a Return and Receive Your Refund

Follow these steps to complete your return and refund process smoothly:

1. Submit Your Return Request: Complete the return request using this form and have your order number ready.
2. Schedule a Doorstep Collection: Once your return request is received, our team will contact you to arrange a convenient collection.
3. Prepare the Item(s) for Return: If the item(s), including chair, desk, and accessories, is assembled, please disassemble it completely and repackage it carefully in the original packaging.
4. Receive Your Refund: Once the returned item(s) has been inspected and approved, your refund will be processed to your original payment method promptly.

Terms & Conditions

📅 Validity Period for Returns

Returns are accepted within 30 calendar days following the confirmed delivery date in our tracking records.

✅ Eligible Items for Return

• Only applies to product(s) purchased through our official online store.
• Products purchased from online marketplaces (such as Amazon, Shopee, Lazada, and TikTok Shop) are subject to the returns policies specified on the respective marketplaces.

❌ Non-Returnable Items

• Display sets: Considered final sale and not eligible for return or exchange. These items may exhibit minor imperfections or signs of handling, which are reflected in the discounted price.
• Redemption items: Acquired via promotional campaigns, loyalty programs (including but not limited to Money Smart and Sing Saver).
• Gift Cards: Non-refundable and cannot be redeemed for cash or returned under any circumstances.
• Complimentary items provided as part of a promotion or purchase
• Lucky draw prizes: Final and cannot be returned, exchanged, or refunded.

📋 Conditions to be Eligible for Return

• Products must be placed back into their original packaging, in intact condition.
• Products must be in excellent condition.
• There must be no missing parts.

💰 Damage Fee

Up to 30% of the purchase or product value may be applied.

Fees are determined based on an inspection of:

• The condition of the return item(s)
• The overall condition of the original packaging
• Any other related product components

Return Categories

⏰ Refund Timeline

• The refund will be initiated up to 5 business days following the successful inspection and approval of the returned goods.
• The refund amount will be processed to the original payment method used during the initial transaction. The time required for the amount to reflect in the account may vary depending on the bank's processing practices.
• The refunds can only be remitted to a local bank account where the Bank Account Holder's name is the same as the Billing Contact filled in when placing the order.

🚫 Non-Refundable Fees

Certain fees are non-refundable, including:

• Shipping Fee
• Assembly Service Fee
• Carry-up Service Fee
• Cross-Border Payment Handling Fee
• Return Collection Fee
• Labour Fee
• Surcharges for Delivery and Collection

🚚 Surcharge for Return Collection

If the return collection address provided is incorrect or incomplete and the error is identified after the driver attempts the collection, an additional S$30 fee will apply. This fee covers the logistical costs associated with the failed collection attempt and a new pick-up arrangement.

📦 Damaged or Missing Part(s) Upon Delivery

Please inspect your order within 5 business days of receipt. If you find that the item(s) are defective, damaged, with missing part(s) or if the wrong item has been delivered, kindly contact us immediately with supporting documentation, including:

• Clear picture(s) or video(s) of the defective or damaged part(s)
• Overall condition of item(s)
• Picture(s) of the original packaging, showing any visible damage (if any)

It is essential to communicate promptly within the specific time frame to facilitate a quick resolution. Once the necessary documentation is received, the issue will be assessed, and appropriate action will be taken, including a replacement or refund if applicable. Hinomi reserves the right to determine the appropriate solution for each case.

🔄 Exchanges

The most efficient way to receive the desired item is to first return the original item in accordance with our return policy, then place a new order for the preferred product.

💳 Refunds

We will notify you once we've received and inspected your return and let you know if the refund was approved or not. If approved, you'll be automatically refunded to your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Do note that all refund and return decisions by Hinomi are final. You are responsible for properly packing your returned products. We are not responsible for any returns that are damaged. We will be sad to see you go, but if you do need to return your product, please send us your invoice number and product details via this form. We will respond as soon as possible with instructions for returning your chair.

📅 The Date of Reception

The date you received your package is the date of delivery defined on the delivery tracking system of the transporter.

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This policy applies to purchases made through sg.hinomi.co only. For questions or concerns, please contact our customer service team.