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Exchange Policy

 

Last updated: September, 2019

All items sold are non-refundable.

With most purchases made in our physical or online store, Ghim Soon Machinery Pte Ltd offer 1 to 1 exchange  for most products sold locally in Singapore(you must return the items to us within 7 days of purchase)  and  return items for exchange within 21 days for International orders for most items (subjected to certain restrictions and exclusions listed below). These exchanges will only be valid if we receive the products within the stipulated periods of 7 days for Singapore local orders or 21 days for International Orders. For any reason you are not happy with your purchase, you can email or call us and we will try to help you out with it.

To return any item for any reason, you just have to call us at +6588765598 or email us at clientsupport@stitch4you.sg stating your order number and explain to us why you wish to return the item. We will advise you and provide you instructions on returning your purchase.

For machines, parts or accessories whose warranties are covered by the brand’s distributors in Singapore, these items’ validity to exchange are subjected to approval by the designated distributors. Within the first 7 days of local purchase, Ghim Soon can assist to consult the distributors on your behalf with your request of items exchange based on your reasons of exchange.

In event of a conflict, the decision of Ghim Soon Machinery Pte Ltd mangement will be final.  We seek your kind understanding and co-operation.

 

If you wish to return an item for exchange and need help to locate the correct item, please contact us and our team will be happy to help you. We may contact you if we need payment information in order to charge any difference. Both shipping costs incurred for sending the products back to us and that for us to send the exchanged products back will have to be borne by the customer.

You have to pack the product (you are returning for a refund or exchange) with proper protective materials to prevent package from being damaged. Please write your name and order number on a piece of paper and tape the paper to the box. Any returned product we have received and is damaged due to lack of proper protective materials will not be exchanged. The product must not have been used, or installed, or had any data inputted. Otherwise, we will not be able to provide the exchange. If any product is returned without its included accessories or manual (where applicable) a restocking fee for the missing items will be incurred for the customer

If your product is returned to us in mint condition, please kindly allow 7-10 business days for the exchange of items to be carried out for you.  All items to be exchanged must be in brand new condition. If we receive the products after 7 days for Singapore local orders or  after 21 days for international orders, a charge of SGD$10 or 10% (of the price of product at time of purchase) restocking fee (whichever is higher) will apply.

We reserve the right to reject any  exchange, refund deemed unfit or unreasonable.

Receiving damaged or defective products

Should you receive damaged or defective products, kindly email us at clientsupport@stitch4you.sg and we do require photo evidence of the damaged/defective products to speed up the claim process. This had to be done within 7 days of receiving your products so we can resolve your issue quickly for you.

All damaged/defective products (with all the included accessories and manual) must be returned to us (with tracking number and name/order number written on a piece of paper pasted on the package) for inspection and testing. You must pack the product with proper protective materials to prevent package from being damaged. Please write your name and order number on a piece of paper and tape the paper to the box. Any returned product which we received  is damaged due to lack of proper protective materials will not be refunded or replaced. If any product is returned without its included accessories or manual (where applicable) a restocking fee will be deducted.

Once the product has been inspected and deemed as damaged/defective, we will send out a replacement and refund you the cost of shipping the product back to us (we will require a copy of your shipping cost receipt for us to determine the shipping cost). 

If the product is deemed not damaged/defective or we receive the products only after 7 days for Singapore local orders or 21 days for international orders, a restocking fee of SGD$10 or 10% (of the sale price of product) (whichever is higher) will be incurred for the customer.

We reserve the right to reject any exchange, refund deemed unfit or unreasonable.

 

Receiving wrong items

If you have received the wrong items, kindly contact us within 7 days of receiving your items and we will require photo evidence of the wrongly delivered products so that we can ship you the correct items.

Please pack the wrongly shipped products (with original packaging and accessories (if applicable)) you are returning with proper protective materials to avoid damaging the product. We will refund you the shipping cost for shipping the products back to us (Preferred delivery company for overseas deliveries will be Fedex Express Economy Delivery mode) once we have received the product and we will send you the correct products then.

If any product is returned without its included accessories or manual (where applicable) a restocking fee will be deducted from the refund. If we receive the wrongly shipped products only after 7 days for Singapore local orders or 21 days for international orders, a restocking fee of SGD$10 or 10% (of the sale price of product) (whichever is higher) will be charged to the customer.

We reserve the right to reject any return, exchange, refund deemed unfit or unreasonable.

 

For packages lost by courier or delivery companies

If there is a tracking number offered and it has indicated that the package is delivered, Ghim Soon Machinery Pte Ltd is no longer for the package.

You have to contact the courier or delivery company directly to attempt to locate your package.

If the delivery company cannot assist in the recovery of your package, send us an email or call us. We can attempt to open a dispute with the delivery company

Note: You must contact the delivery company before contacting Ghim Soon Machinery Pte Ltd. Once a package is handed to a courier or delivery company, it is no longer the responsibility of Ghim Soon Machinery Pte Ltd and any attempt to help our esteemed customers locate the packages will be the courtesy of us going the extra mile for our customers but not a definite responsibility of Ghim Soon Machinery Pte Ltd.

For local deliveries, Qxpress Courier does not provide insurance for the loss of the products to be delivered using their service. Please choose other delivery modes if you wish your products to be insured.

For local deliveries, Quorier covers up to an insurance value of SGD$100 of the value of the products which are lost when using their services.

 

For Packages lost through Postage/Normal mails

Ghim Soon Machinery Pte Ltd will not be responsible for lost products delivered through postage/normal mails.  We may send you photo proof of delivery. Should you choose for us to send your products through postage mails, you may be subjected to the risks of lost mails. We strongly encourage our customers to choose other more reliable modes of deliveries.

 

Non-Exchanged Items

Below are the items which cannot be returned:

  1. Any product without original packaging
  2. Unsealed or Damaged Accessories in original packaging such as Rotary Cutters
  3. Products damaged by customer or deemed in not new condition
  4. All customized/special ordered products
  5. All sewing tables, table inserts
  6. All opened software and designs
  7. All industrial machines
  8. Freight intensive items
  9. All display set products sold as seen
  10. All Used/2nd Hand Machines sold to customers