- RETURNS, EXCHANGE AND REFUNDS POLICY
- CANCELLATION BY CUSTOMER (NON-FAULTY PRODUCT)
- FAULTY PRODUCT
- NON-RETURNABLE / NON-EXCHANGEABLE PRODUCT
1. RETURNS, EXCHANGE AND REFUNDS POLICY
1.1 UMBRELLA accepts returns, exchange within fourteen (14) days from the date of purchase, subject to UMBRELLAs’ prevailing return policy. Exchanged or returned Products must be in the original condition and, shall be un-used, Product tags shall not be tampered with, and the Product shall be in its original vendor packaging, and Order Confirmation and/or invoice. UMBRELLA reserves the right to reject any exchange or return that does not fulfil any of the above policy or for any other reason whatsoever. A service fee will be incurred.
This policy is applicable only to those products which do not fall under the list of non-refundable brands/items provided on our Site.
1.2 You shall ensure that the Product is sent to us in the same condition as it was when received by you and is packaged properly. In the event that an item is returned to us in an unsuitable condition, we reserve the right not to accept returns and send the Product back to you.
1.3 At point of delivery, courier personnel will not accept returns of items.
1.4 You may process returns through SingPost counters.
1.5 Your returned Product together with your return number, are usually received and accepted at our warehouse five (5) business days after you mailed out, your return product/order will be confirmed via email to you.
(a) Where a Product is defective, not of satisfactory quality or fitness for purpose, you may return the Product for an exchange or a refund of the amount paid for the Product without interest at the absolute discretion of UMBRELLA, subject to the applicable law.
(b) Products must be returned with any free gift(s) and/or gift card(s) received by you with respect to the returned Product.
(c) You are responsible to arrange for the return of any Products which have been delivered outside Singapore at your own costs. You are required to contact CUSTOMER SERVICE prior to any international returns.
(d) UMBRELLA will not bear any charges incurred by customers during the process of return, exchange or refund of merchandise.
(e) If you obtain refund for any Products for which rebates have been credited, corresponding number of rebates for the Products returned will be deducted from your account. In the event that the rebate amount in your account is insufficient to deduct the rebates, corresponding amount will be deducted from the refund amount of the Product.
(f) All refunds shall be made by us within 21 business days without interest after 5 business days we received your returns of product/order and confirm all in order via email to you, according to the method of payment when you made your purchases.
Shipping and handling fee will not be refunded. Packaging and Material Cost will not be refunded.
A service fee of $2.00 or 5% whichever is higher will be deducted from the amount being administrative charges and financial charges incurred by UMBRELLA.
(g) Please contact our CUSTOMER SERVICE if you have any queries about returns or exchanges. We will be happy to attend to you.
1.6 All Returns: (within 14days)
Applies to all types of returns
(a) Email + Photo of item + Photo of Packaging + Photo of Order Documents
(b) Photo of item (Front, Back, Both Sides, Up, and Down)
(c) Email to: email@example.com
(d) Wait for our approval + assignment of return number
(e) Returns must be in original packaging
(f) Item must be in unused conditions
(g) All packaging / tags cannot be torn or damaged / broken
(h) All Returns are subjected to stock availability.
1.7 Returns on change of mind not to buy
(a) Refund will less service fee of $2.00 or 5%, whichever is higher.
(b) To reinstate delivery cost (if the previous delivery was a free delivery).
1.8 Returns on Exchange of Items / Size / Colour
(a) All other terms and conditions remain unchanged
(b) Exchange of same price item, service fee of $2.00 per exchange item.
(c) To topup on exchange item add on service fee of $2.00 or 5%, whichever is higher on the topup
(d) To refund additional on exchange item, refund amount less service fee of $2.00 or 5%, whichever is higher
(e) New Delivery charges to add on, to enjoy free local delivery, additional $80.00 before GST on topup need to be fulfill
(f) To reinstate delivery cost due to refund of exchange item (if the order enjoyed free delivery previously)
(g) Packaging material to add as need to repack @ $2.00 - $10.00
2. CANCELLATION BY CUSTOMER (NON-FAULTY PRODUCT)
2.1 If you wish to cancel your Order please contact our CUSTOMER SERVICE within 24 hours of the transaction. Once an Order has been dispatched, it may not be cancelled and the item must instead be returned to the company according to guidelines provided by the CUSTOMER SERVICE (Please call the above stated number or email to UMBRELLA). A service fee will be incurred. Shipping and handling fee will not be refunded. If you enjoy free shipping, the delivery charges will be offset against the refund. All refunds will be credited without interest into the same credit card that was used for the Order. Please note that it takes approximately 21 days for a credit return to your card to be effective after 5 business days we received your returned order and confirm all in order via email to you.
(a) Must be within 24 hours from payment received.
(b) If order had been delivered, to reinstate delivery cost (if it is free delivery).
(c) All cancellation will require customer to pay for a service charge of $2.00 or 5% less off the refund, whichever is higher.
3. FAULTY PRODUCT
3.1 Product image as seen on the Site may slightly differ from the actual Product that you receive.
3.2 If the item you receive is faulty, please contact our Customer Service Team at firstname.lastname@example.org and provide your Order number, your name and address, details of the Product and the reason for return together with at least five(5) images of the faulty product taken at different angles.
3.3 Upon receipt of the Products, we will examine it and we will advise you on your rights to a replacement via email as soon as possible.
3.4 In the event the Product returned is not faulty, we may at our discretion decide not to repair, or replace you for the Product and/or we may require you to pay all reasonable carriage costs and servicing costs at our current standard fees and costs and charge this to your credit or debit card, or the payment details that you provided to us when you made your Order and to the extent permitted by law, we shall not be liable to you for any losses, liabilities, costs, damages, charges or expenses as a result.
3.5 Returns on Damage (Hassel Free Returns if it is our fault)
(a) Wrong Colour
(b) Wrong Size
(c) Wrong Design
(d) Wrong Item
(e) Damage & Defective
4. NON-RETURNABLE / NON-EXCHANGEABLE PRODUCTS
- Beauty Products
- Swim wear
- Used umbrella
- Items sold by third parties / business partner unless otherwise specified
- Product specified in the Additional Information of product page