Exchange & Refunds

1. RETURN AND EXCHANGE POLICY

We fundamentally believe that you will be thrilled with the products you purchase from Grandome. That is because we go out of our way to ensure that they’re designed and manufactured to satisfy your needs. We understand, however, that sometimes a product may not be what you expected it to be and as such Grandome values its customers’ opinions and their change of mind by allowing the exchange, return or cancellation of any unwanted product under the following conditions:

Returning or Exchanging

Return requests can be made within 7 days of the date you've received the item. To initiate this request, please contact us by phone, email or messaging so that we can facilitate the return and to ease the process and reduce delays. Disclose your contact information, order or invoice references and share the detailed reason(s) motivating the return or exchange of any unwanted product.

Shipping and delivering is a necessary and hard cost we incur from our logistics partners. As such, a 20% restocking fee based on the original invoiced value will be deducted from your original invoice; the restocking fee will also apply if you wish to return the item(s) in order to place another order.

Please note that the policy is subject to the conditions below:

  1. Items need to be returned within 3 days after acknowledgment by Grandome; these will be inspected within 3 days after their return to Grandome or its affiliated stores or partners
  2. The 20% restocking fee will be charged per returned item only; this fee will be deducted from the credit note you will be issued.
  3. Only items in as-new condition can be returned or exchanged. Products with scratches, stains, damages, drilling, or any other modification will not be accepted. We reserve the right not to provide a credit note for a product that, in our reasonable opinion, has become of unacceptable quality due to fair wear and tear, or misuse; or as a result of failure to take reasonable care of the product.
  4. Please return the items in the original packaging, which is designed carefully to avoid shipping damages. If you have already discarded the original packaging, you can use the best packaging material that you can find to package the item sufficiently to avoid damage in transit back to us. We encourage customers to photograph the items scheduled for return and the condition of the packaging before handing them over to the delivery provider.
  5. We are unable to accommodate returns / exchanges for the following items:
    • Any item marked as 'Clearance' or specified as on 'Final Sale'
    • Any form of Display items
    • Any item described as ‘Made to Order’ or ‘Customised’ items
    • All mattresses
    • Pillows and Cushions
    • Rugs and Carpets
    • Lighting and products comprising electrical components.
  6. Delivery costs of returned items are our customer’s responsibility
Our Credit note policy

Grandome and affiliated stores do not refund any returned or cancelled products. You will be provided a Credit Note of the amount already paid for the product returned or cancelled; the credit note will be available for a different purchase, in the same store, of an amount equal or superior to the credit available. The credit will reflect the following amount: Purchase Price - Restocking Fee = Credit note Amount (S$).

Credit notes will be provided after we have collected the returned item. All credit notes will take 5 business days to process.

2. ORDER CHANGE OR CANCELLATION

Any order of custom-made products can be cancelled/modified within 3 days starting from the full or partial payment date; past this delay, such orders cannot be cancelled or modified.

For items other than custom-made, if you change your mind and decide to cancel your order or any item(s) in your order, please notify us at least 5 full business days before the date of agreed delivery and you will be issued a credit note with no additional charges incurred. (Note: The day you inform Grandome on the cancellation will not be regarded as a business day in advance).

Example: If your order is scheduled to be delivered on Wednesday this week, you will need to cancel the order for free before the end of last Tuesday, assuming there is no public holiday in between.

All credit notes will take 5 business days to process.

In the event you wish to cancel your existing order and place a new order, please note that a new delivery lead time will be given at the time of the new purchase.

Restocking Fee

Any cancellation within 5 business days of the agreed delivery date will be subject to a restocking fee of 20% of the price sold per line item (after discounts, if any) due to logistics and handling.

Cancellation of Orders with Discount Voucher

If you cancel any item(s) in your order with a discount voucher/coupon applied, you will be provided a credit note of an amount reflecting the final paid price after the applied discount.
Please email us at hello@grandome.sg to process any item return/exchange or order change/cancellation requests.