Refund Policy
- Overview
At Treuhand Hardware And Trading Pte. Ltd. (“Treuhand”, “we”, “our”, “us”), customer satisfaction is our priority.
We strive to ensure all products and services meet the highest standards of quality and accuracy.
This Refund & Cancellation Policy outlines the terms under which orders may be cancelled or refunded.
By placing an order with Treuhand, you agree to this policy.
- Order Cancellation
- Orders can only be cancelled before they have been processed or shipped.
- Once an order is confirmed and processed, cancellation requests will not be accepted unless approved by Treuhand in writing.
- For custom orders, special parts, or made-to-order items, no cancellation will be permitted once production or sourcing has begun.
How to request a cancellation:
Please email your request to alex.chiang@treuhandsg.com with your order details and reason for cancellation. We will review and respond within 2–3 working days. - Orders can only be cancelled before they have been processed or shipped.
- Refund Eligibility
Refunds may be approved under the following conditions:- Incorrect item delivered (different from what was confirmed in the quotation or PO).
- Products received are damaged upon delivery and reported within the allowed period.
- Products are out of stock and cannot be replaced within a reasonable timeframe.
- Change of mind after delivery.
- Products damaged due to improper handling, storage, or use by the customer.
- Custom or specially ordered items.
- Incorrect item delivered (different from what was confirmed in the quotation or PO).
- Refund Process
If your refund request is approved:- Refunds will be processed within 7–14 working days upon confirmation.
- Refunds will be made via the same payment method used for the original transaction (unless otherwise agreed).
- Customers will be notified by email once the refund has been completed.
Please note that bank processing times may vary depending on your financial institution.
- Refunds will be processed within 7–14 working days upon confirmation.
- Returns
- Return requests must be made within 7 working days from the date of delivery.
- Returned items must be in original condition, unused, and in the original packaging.
- Treuhand reserves the right to inspect the returned goods before approving any refund or replacement.
- Return shipping fees may apply unless the return is due to an error on our part.
- Return requests must be made within 7 working days from the date of delivery.
- Non-Refundable & Non-Returnable Items
The following are strictly non-refundable:- Custom-manufactured or specially sourced items.
- Clearance, discounted, or promotional products.
- Consumable goods (e.g., adhesives, abrasives, cleaning supplies) once opened or used.
- Custom-manufactured or specially sourced items.
- Damaged or Incorrect Items
If you receive a damaged or incorrect item:- Notify us within 3 working days of receiving your order.
- Provide your order number, delivery note, and supporting photos.
- We will review your claim and arrange for replacement, return, or refund as appropriate.
- Notify us within 3 working days of receiving your order.
- Discretion and Final Decision
Treuhand reserves the right to assess each case individually.
All refund or cancellation approvals are subject to management review, and Treuhand’s decision will be final.
- Contact Us
For all refund, return, or cancellation enquiries, please contact:
Treuhand Hardware And Trading Pte. Ltd.
Address: 1003 Toa Payoh Industrial Park, Unit #03-1501, Singapore 319075
Phone: +65 9689 6424
Email: alex.chiang@treuhandsg.com
