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Refund policy

This policy explains what happens if something is wrong with an order, and where it sits alongside your rights under Singapore law. It applies together with our Terms of Service.

The short version

Gifts carrying your logo cannot be returned once they have been decorated, because they have no other buyer. Everything else — defective goods, the wrong goods, a short delivery, or work that does not match the specification you approved — we put right at our cost.

1. Decorated goods

Once decoration or custom packaging has been applied to your specification, an order cannot be cancelled or returned for change of mind. This is why we produce a pre-production sample for any run above 300 units and ask for your written approval before production begins. Please use that sample properly: approving it fixes the specification.

2. When we will replace or refund

Tell us and we will make it right if:

  • Goods arrive damaged or defective.
  • The decoration does not match the artwork or sample you approved — wrong position, wrong size, wrong colour, poor registration.
  • You received the wrong item, or fewer than the quantity invoiced.
  • Goods are not of satisfactory quality or not fit for the purpose you told us about.

We will repair, replace, or refund the affected units, and we will tell you which of those we propose and why. Where a replacement cannot be produced in time for the event the goods were bought for, we refund.

3. Telling us

Please check the goods on receipt and tell us about any damage, shortfall or visible defect within seven days of delivery, at sales@hinokii.sg, with your order number and a photograph of the problem. Latent defects that could not reasonably have been found on inspection can be raised later — the seven days is so that we can act while a claim against the courier or the maker is still open, not a cut-off on your legal rights.

4. Your rights under Singapore law

Nothing in this policy reduces your statutory rights.

Where you buy as a consumer within the meaning of the Consumer Protection (Fair Trading) Act 2003, Part III of that Act — commonly called the Lemon Law — gives you the right to ask for repair or replacement of goods that do not conform to the contract, and if that is not possible or not done within a reasonable time, to a reduction in price or a refund. Where a defect appears within six months of delivery it is presumed to have existed at delivery unless we show otherwise.

Where you buy for a business, the implied terms of the Sale of Goods Act 1979 of Singapore apply, including that goods correspond with their description and are of satisfactory quality.

Singapore law does not give a general cooling-off period for online purchases, so a return for change of mind is a matter of this policy rather than of statute. We would rather say that plainly than let you discover it later.

5. Undecorated stock

Plain goods that have not been decorated and are unused, unopened and in their original packaging may be returned within seven days of delivery. Return carriage is at your cost, and we refund the goods once we have them back in resaleable condition.

6. Cancelling before production

You may cancel an order at no cost at any time before production begins. Once it has begun, we charge for work completed and materials committed, and we will show you that calculation.

7. How a refund is paid

Refunds are made to the original payment method. Card refunds are issued within five working days of agreement and usually appear on your statement within one to two billing cycles, depending on your bank. Refunds against an invoice are made by bank transfer within five working days.

HINOKII PTE. LTD.
3 Ang Mo Kio Street 62, LINK @ AMK #06-05, Singapore 569139 (by appointment)
sales@hinokii.sg · +65 8889 1472 · hinokii.sg

Last updated 23 August 2026.