Return & Refund

Our team puts in extra effort to inspect every product before shipping out to ensure quality standards are met and products are free from defects. However, if your product is defective or if our creations do not meet your expectations, we are here to help. We offer a 14-DAY RETURN & REFUND (from the date of collection) of items in unused condition.

Returns

Please get in touch with us before initiating any returns.

To be eligible for a return:

• Your item must be unused and in the same condition you received it.
• Your item must be in its original packaging.
• Your item needs to have a receipt or proof of purchase.
• Upon confirmation of the return notice, please ship the item to us within 15 calendar days. Extra fees may incur if the deadline is not met.

For customised items (e.g. embroidery, embossing), we cannot offer a refund or exchange.

Shipping

The customer will be responsible for covering the shipping costs, including any fees that may apply for returning your item. Shipping costs, customs, duties and taxes are non-refundable. Shipping fees may be waived on a case-by-case basis.

We strongly advise our customers to use a trackable shipping service or purchase shipping insurance for the return shipping. Please send us the returned package tracking number via email, so we can track the package status.

Refund

Once we have received and inspected the returned item, we will notify you of the status of your refund. Whether a full refund can be issued will be determined by the original mode of payment, the condition of the item, and the period of time until return.

If your return is approved, we will initiate a refund within 5 business days to your credit card (or original method of payment). The total cost of return shipping will be deducted from your refund, if applicable. If you no longer have a valid payment form saved with us, we will not be able to process a refund. For these cases, we will only be able to issue store credit. We will also not be able to refund purchases that are not from our website or Kickstarter.

We can refund the ordered product paid value, but cannot refund the following costs:

• The return shipping fee is paid by the sender.
• The expedited delivery fee incurred from your choice upon ordering.
• Import taxes, customs and duties incurred from international shipping to and from us.
• The refund may take up to two weeks to be credited to your account, depending on your payment provider and its processing time.

If you have any questions on how to return your item to us or to check the status of your refund, please contact us at ask@what.com.sg.