Refund policy

Return, Exchange & Refund Policy (Singapore)

At HUEMORI (“we”, “our”, or “us”), we are committed to delivering quality stationery products and a reliable shopping experience. This Return, Exchange & Refund Policy outlines the terms and conditions under which returns, exchanges, or refunds may be accepted, in accordance with Singapore’s Consumer Protection (Fair Trading) Act (CPFTA).

1. Return, Exchange & Refund Request Period

All requests for returns, exchanges, or refunds must be submitted within seven (7) calendar days from the date of delivery, as confirmed by the courier’s delivery records.

Requests received after this period will not be accepted.

2. Eligibility & Condition of Returned Products

To be eligible for a return, exchange, or refund, all products must:

  • Be unused and in original condition
  • Have no signs of usage, including but not limited to writing marks, ink stains, sharpening, refilling, testing, or assembly
  • Be returned with original packaging, labels, manuals, and accessories intact
  • Be in resalable condition

Products that have been used, tested, sharpened, refilled, damaged, modified, or altered in any way are strictly non-returnable and non-refundable.

 

3. Submission of Return / Exchange / Refund Requests

All requests must be submitted via email to info@huemori.com.
Note that Items returned without prior written acknowledgement to HUEMORI may not be accepted.

Please include the following information in your email:

  • Reason for return, exchange, or refund
  • Clear photos of the product and outer packaging
  • Air Waybill (AWB) or courier delivery label (mandatory)
  • Order ID
  • Full name
  • Contact number
  • Customer’s delivery address

Incomplete or unclear submissions may result in processing delays or rejection.

4. Review & Approval Process

  • All requests are reviewed on a case-by-case basis
  • Review and verification may take 3–5 working days upon receipt of complete information
  • HUEMORI reserves the right to approve or reject any request that does not meet the criteria stated in this policy

5. Return Shipping Responsibility

Unless otherwise stated:

  • Customers are responsible for all return shipping costs
  • Original delivery charges are non-refundable

Return shipping costs shall be borne by the customer in cases involving:

  • Change of mind
  • Personal preference (e.g. colour, model, or design)
  • Incorrect address provided by the customer
  • Parcels marked as “delivered” by the courier but subsequently reported as missing

6. Exchange Policy

Exchanges are strictly limited to the following circumstances:

  • Product received is damaged upon arrival
  • Incorrect product delivered
  • Incorrect quantity delivered

Exchange requests must be submitted within 7 calendar days of delivery and are subject to stock availability.

7. Refund Policy

  • All returned items will be inspected upon receipt
  • Refunds will only be processed after the item passes inspection

If approved:

  • Refunds will be issued to the original payment method
  • Please allow up to 14 days for the refunded amount to be reflected, depending on your bank or payment provider.

If rejected:

  • You will be notified via email with the reason for rejection
  • Returned items may be shipped back at the customer’s expense

8. Non-Returnable Items

The following items are not eligible for return, exchange, or refund:

  • Products that have been used, tested, sharpened, refilled, or altered
  • Items returned without prior approval
  • Items returned after the 7-day request period

9. Policy Amendments

HUEMORI reserves the right to amend this policy at any time without prior notice.
The policy published on our website at the time of purchase shall apply.