What is the returns process?
Returns must be done within seven (7) working days starting from the day the goods are delivered to you. You may return your order (or items) for any of the following reasons:
- Your product does not match the website specifications or description.
- You received the wrong item in your package.
- For products that are defective or damaged upon arrival, please refer to this link here.
And the general requirements for returns are as follows:
- You have proof of purchase (order invoice number and receipt).
- The goods must be in new condition and returned in the original, unopened packaging along with all original accessories (including manuals, warranty cards, certificate of authenticity) and any free gifts received with it.
- All sealed items must not be opened.
- The product must not have been used or installed or had any data inputted.
Under what conditions is/are the product non-returnable:
- New condition and unused
- Original packaging
- In the interest of hygiene: duvets, sheets, pillows, headphones and Bluetooth headsets, earphones, personal care products, health and fitness products cannot be returned unless they
- Computer software, ink cartridges, toner and mobile phone.
- Display sets
- Once Used: All Electrical & kitchen appliances, IT, cameras, accessories, Mattresses and Assembled Furniture.
- Items such as laptops, tablets, desktop computers, software, games, DVD's, CD's, Recordable media and other equipment which contain a security seal that has been broken or tampered with.
- Consumables such as coffee capsules cannot be returned unless they are unopened and in their original packaging.
- Customised/made to order goods, special order items, bed linen, mattresses, beds, divans, assembled furniture cannot be refunded or exchanged.
- Mattresses, Pillows, Cushion Covers, Inserts, Bedding Linens, Towels, Mats, Bathroom Accessories, other hygiene-related products, and any used cookware.
Refund Amount
As shipping is a hard cost we incur from logistics, please note that all delivery costs are non-refundable, and there is a restocking fee at 18% of the price you paid for the item. As such, you will be refunded the following amount:
Refunded Amount = Final Paid Price - Delivery Fee - Restocking Fee (18% of Final Paid Price)
While some companies build in return fees into their prices, we charge only when you return. This way, you’re not paying for other peoples' returns or shipping.
*If delivery has taken place, the refund will exclude delivery charges paid.
*One exchange is allowed per purchase. The exchange product will not be eligible for further exchange or refund unless faulty.
If your return meets all the requirements above and you wish to proceed with the return, please have your order invoice number ready and simply visit our retail store or contact our Customer First Team using the Contact Us Form.
Our customer service agent will verify the return reason and arrange a return pick-up for you.
Our courier company will pick up the package.
We will conduct an evaluation within seven (7) days starting from the day we received your returned items.
If your return is valid, we will process your refund or replacement, based on what you have indicated to our Customer First Team. If it's valid, we will reimburse you with a refund through the same mode of payment that was made in the original purchase.
If your return is not valid, we will notify you and arrange the items to be returned. For the items to be returned, a delivery fee will be chargeable. We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.
Changing Your Order:
If you’d like to change your order before it is shipped out to you, we’ll gladly process it with no additional costs to you. Note that exchanges are only available for items of the same price or less. The balance amount will be refunded to the same method of payment as the original payment. If you’d like to exchange for an item of a higher price, we will cancel the original item for you and you will have to place a separate order. Delivery fees will be waived.
Unfortunately, you will not be able to exchange your item after you have received an email confirming your delivery, as the item would already be loaded onto our delivery truck and on its way to you!
Cancellation Policy:
Placed an order but change your mind? No worries! You can cancel your order with no additional charge and receive a full refund of the item(s) you wish to cancel. Refund will be made to the same method of payment as the original payment. Unfortunately, after you have received an email confirming your order delivery, delivery costs will be non-refundable and there is a restocking fee at 18% of the price you paid for the item. As such, you will be refunded the following amount:
Refunded Amount = Final Paid Price - Delivery Fee - Restocking Fee (18% of Final Paid Price)
This is because the item would already be loaded onto our delivery truck and on its way to you and we would already have incurred costs to prepare and schedule your delivery.
- SHIPPING POLICY
FREE delivery with a net order* of $50 or more. Otherwise, a delivery fee will apply to every order below $50.
For customers opting for self-collection method, please note that this can only be done strictly on an appointment basis through email at comfortandhug@gmail.com.
*Order total excludes delivery fee and after any promo code discounts
For PRE-ORDERS, our Customer Service Officers will contact you again to arrange for the necessary procedures needed once our stocks are available.
For IN-STOCK, unless stipulated differently on the website, kindly allow 2-4 working days for your item(s) to be shipped to you.
- LEGALITIES (SHIPPING POLICY)
We will always aim to deliver the items to you at the place of delivery and delivery date as indicated by us on the product page
- Our third party logistics or our team shall inform you if we are unable to meet our estimated delivery date, but, to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses arising out of late delivery
- We reserved the rights to cancel your order if we are unable to fulfill them for any reasons such as out of stock, error in pricing. Our personnel will contact and inform the customers via email or call.
- We reserved the right to reschedule the delivery date/time and will inform you to arrange an alternative delivery date/time.
- Customer are responsible for ensuring that a recipient is present to receive the delivery and to sign on the delivery note during the specific delivery date. If you are not available to take delivery, courier service will re-delivery / reschedule, subjected charges (if any) by the courier services and other costs reasonably incurred by us.