Customised and Printed Items
Final sale: All customised or printed products, such as backdrops, banners, graphics, panels, decals, or any product involving printing or personalised specifications, are non-refundable and non-exchangeable once produced.
Artwork approvals: Customers approve artwork, sizes, spelling, layout, and placement before production. After approval, changes are not possible.
Colour tolerance: Minor colour variance may occur between materials, devices, and print runs. Variations within standard industry tolerances are not considered defects. Paid colour proofs or swatches are available prior to full production.
Systems or Structures (Non-Printed Hardware)
- 7-day internal exchange for defects: One-time exchange within 7 calendar days of delivery for manufacturing defects or transit damage not caused by misuse, improper assembly, neglect, unauthorised modification, or normal wear and tear.
- Remedy options: Depending on assessment, remedies may include part replacement, hardware swap, or unit exchange. Refunds are not offered unless required by law.
- Lead times: If required parts are not in local stock, replacement or repair will require ordering from manufacturing partners. An estimated timeline will be provided after claim approval and updated as the order progresses.
Liability Disclaimer
We are not liable for any delays, disruptions, or consequential losses that may arise for your events or activations.
Our Discretion
For cases outside the above, we may, at our discretion, offer alternatives such as:
- Repair
- Paid parts
- Discounted reprints
- Store credit
Any discretionary remedy will be confirmed in writing before proceeding.
Eligibility and Claim Process
- Notify us promptly:
- Transit damage or incorrect items: within 3 calendar days of delivery
- Systems or structures manufacturing defects: within 7 calendar days of delivery
- Consumer Protection/Lemon Law claims: as soon as discovered and within 6 months of delivery
- Provide documentation: Order number, description of the issue, and clear photos or videos of the product, packaging, and defect or damage.
- Return authorisation required: Do not send items back without written approval. Unauthorised returns may be refused.
- Condition of return: Items must be returned complete with all parts, accessories, packaging, and documentation, and must be reasonably clean and protected for transit.
- Inspection: All claims are subject to inspection and testing. If the product meets specifications or shows signs of misuse or abnormal wear, the claim may be declined.
Shipping and Fees
- Confirmed defects or our error: We cover return shipping or arrange collection and handle exchange or repair at no additional cost.
- Discretionary cases: If a return or exchange is approved outside the above, shipping, restocking, or service fees may apply. These will be quoted in writing before proceeding.
Non-Returnable Items
- Custom-printed or personalised products once produced
- Clearance or final-sale items if clearly marked at time of purchase
- Used, altered, or incomplete items
Colour, Material, and Sizing Notes
- Slight colour shifts can occur across materials and print methods. For critical brand colours, request a paid proof before full production.
- Minor dimensional tolerances apply to printed and fabricated parts and are not considered defects.
Customer Responsibilities
- Review and approve specifications before production
- Follow instructions for assembly, use, transport, and storage
- Retain original packaging during the claim window where possible
Lead Times and Availability
- Local stock: Exchanges or repairs can usually be completed quickly if parts or units are available locally.
- Special order: If parts are not in stock, we will order from our manufacturing partners and provide an estimated timeline after approval. Timelines vary by component and logistics conditions.
Governing Law
This policy is governed by the laws of Singapore and does not limit any rights available under the Consumer Protection (Fair Trading) Act and related provisions. We may update this policy; the version in effect at the time of purchase applies unless otherwise agreed in writing.
Contact for Support or Claims
- Email: [email protected]
- Subject line: Support/Claim – Order #[order number]
- Include: order number, contact name, contact number, issue description, and clear photos or videos
- We will reach out within 3 working days and provide next steps for inspection, repair, or replacement.
