Refunds and returns

Last updated 23 September 2026. This policy is reviewed periodically; if anything here is unclear, ask us before you order.

Thank you for shopping with us. If you are not completely happy with your purchase, we are here to help.

Your rights under Singapore law

Under the Sale of Goods Act and the Consumer Protection (Fair Trading) Act 2003, goods must be of satisfactory quality, fit for their purpose and as described. If goods are faulty, the law gives you the right to ask for a repair or replacement first; where that is not possible or not done within a reasonable time, you may be entitled to a price reduction or a refund. For goods bought in Singapore, a fault that appears within six months of delivery is generally presumed to have existed at delivery.

Nothing on this page limits those rights. The fees below apply only to change-of-mind returns and voluntary cancellations, never to a remedy you are entitled to under the law.

Damaged, incorrect or missing items

If an item arrives damaged, has parts missing, is not what you ordered, or your order does not arrive, please tell us straight away with your order number. We may ask for photos or other details about how the order arrived. We cover the return postage for an item that arrived damaged or went missing in delivery, and we refund you after our checks, normally within 24 to 48 hours.

Change-of-mind returns (our voluntary policy)

Singapore law does not provide a general cooling-off period for online purchases. As our own voluntary policy, you can return a product within 15 days of purchase for an exchange or refund if you change your mind, for example because you found a better price, it does not fit, you no longer need it or you ordered the wrong item.

For a change-of-mind return:

• the product must have been bought from this website within the last 15 days
• it must be in its original packaging
• you need your receipt, order confirmation or other proof of purchase from this website
• a non-refundable $39 per order packing and handling fee applies
• you send the item back with a tracked postage service, at your cost, to the original warehouse it was sent from

Contact us first with your order number so we can give you the correct return address. We cannot accept returns of purchases made from other retailers. Products that do not meet these conditions cannot be accepted as a change-of-mind return.

Refunds

We process your refund 24 to 48 hours after the returned item arrives. Refunds go back to your original payment method (card or PayPal), or can be held as credit for a future purchase if you ask for that. Your bank or PayPal may take a few extra days to show the refund.

Cancelling an order

You can cancel an order until it has shipped. Because most orders ship within 24 hours, please contact us within 12 hours of ordering. A 12.5% service and processing fee applies to cancellations. Once packing and shipping have started, the order can no longer be cancelled; please use the returns process above instead.

Track sold by the metre

Please measure the full run, including any bends, before you order. If you want to return track, contact us first so we can check the request against this policy and your consumer rights.

Contact us

Email theteam@customersupport.care with your order number. You can email us at any time, and we do our very best to reply within 24 hours.