Refund & Returns Policy
Last updated:
This Refund & Returns Policy applies to all products and services purchased from Renovaid Team Pte Ltd ("Renovaid Team," "we," "us," or "our"), whether ordered online through our website or our online store, or arranged directly via WhatsApp or on-site measurement. Please read this policy carefully before placing an order, as most of our products are custom-fabricated specifically for your home.
1. Custom-Made & Made-to-Order Products
Almost all products supplied by Renovaid Team — including doors, gates, windows, and grilles — are custom-fabricated to the exact measurements, colour, and design confirmed at your on-site measurement appointment, or as specified at the point of an online purchase. Because these products are made specifically for your property and cannot be resold or reused for another customer, the following applies once an order is confirmed and production has commenced:
- Orders cannot be cancelled for a full refund once fabrication has begun.
- Change of mind is not a valid reason for a refund or exchange after measurement and colour/design confirmation.
- Deposits paid to confirm a custom order are non-refundable once production has commenced, except where Section 4 (Our Responsibility for Errors) applies.
If you wish to cancel an order before measurement has taken place or before fabrication has begun, please contact us as soon as possible via WhatsApp at 9898 9268. Refunds for cancellations made before production begins will be assessed on a case-by-case basis, and any processing or administrative costs already incurred may be deducted.
2. Deposits & Cancellations
For orders arranged via on-site measurement (rather than online "Buy Now" purchases), a deposit of 50% of the total order value, or a minimum of $100 (whichever is higher), is required at the time of measurement to confirm your order. This deposit secures your production slot and confirms the specifications agreed upon during the visit.
Deposits are non-refundable once your order has been confirmed and submitted for fabrication, except where the cancellation is due to an error on our part (see Section 4).
Cheque payments are not accepted. We accept Cash, PayNow, PayLah, and Bank Transfer for manual orders, and Credit Card for online "Buy Now" purchases.
3. Site Measurement & Consultation Fee
Our site measurement visits are provided free of charge when they result in a confirmed order. If a site visit is arranged and ends without a confirmed purchase, a $40 consultation fee applies to cover transportation and manpower costs. This fee is not refundable, as it reflects a service already rendered (the visit itself), rather than a product purchase.
4. Our Responsibility for Errors
We take full responsibility for any error caused by Renovaid Team, including but not limited to:
- Wrong colour, finish, or acrylic panel selection supplied due to our own mistake in recording your order.
- Wrong size fabricated due to a measurement error made by our team.
- Manufacturing defects present at the point of installation, not caused by subsequent misuse.
- Installation errors that result in the product not functioning as intended.
Where an error is confirmed to be our fault, Renovaid Team will provide a full factory redo and reinstallation at no additional charge to you. This includes remaking the product to the correct specification and reinstalling it at a mutually agreed time. We do not offer cash refunds for confirmed errors on our part; our remedy is to correct the product and complete the installation as originally agreed.
To report an error, please WhatsApp us at 9898 9268 with photos of the issue as soon as possible after installation, ideally before our installer leaves your premises.
5. What is Not Covered
The following circumstances are not eligible for a refund, replacement, or free rectification under this policy:
Change of Mind
Custom-fabricated products cannot be returned or refunded simply because you change your mind after confirming your order.
Incorrect Info Provided by Customer
If measurements, colour choices, or design details were confirmed by you and later found to be incorrect on your part, remake costs will apply.
Damage After Installation
Damage caused by misuse, improper cleaning, accidents, or normal wear and tear after our installer has left is not covered.
Third-Party Modifications
Products modified, repaired, or serviced by parties other than Renovaid Team after installation are no longer covered under this policy.
6. Disposal of Existing Doors, Gates & Fixtures
Disposal of your existing door, gate, or fixture (where applicable and included in your package, as outlined on the relevant product page) is a courtesy service provided at the time of installation. Once disposed of, removed items cannot be recovered or returned to you. Please ensure you have removed any personal items or fixtures you wish to keep before our installation team arrives.
7. Online "Buy Now" Orders vs Manual (WhatsApp) Orders
Orders placed via the "Buy Now" button on our website or online store are paid in full at the point of purchase by credit card. These orders are still subject to the custom-fabrication terms in Section 1 — payment in full does not entitle you to a refund once measurement has been scheduled and confirmed, or once production has commenced.
Orders arranged manually via WhatsApp follow the deposit structure outlined in Section 2, with the balance payable on-site after installation is completed.
8. How to Request a Refund, Redo, or Raise an Issue
- WhatsApp us at 9898 9268 with your order details and a clear description of the issue.
- Include photos or videos where relevant, especially for reporting a product defect or installation error.
- Our team will review your request and respond within 1–2 working days with next steps.
- If a factory redo is agreed, we will arrange a mutually convenient date for remeasurement and reinstallation.
We reply strictly via WhatsApp during our operating hours. Please avoid duplicate messages across multiple channels, as this may delay our response.
9. Changes to This Policy
Renovaid Team may update this Refund & Returns Policy from time to time to reflect changes in our business practices or for other operational, legal, or regulatory reasons. The updated policy will be posted on this page with a revised "Last updated" date. We encourage you to review this page periodically.
Questions About This Policy?
If you have any questions about this Refund & Returns Policy, please contact us before placing your order.
Renovaid Team Pte Ltd · UEN: 201437808K · 280 Woodlands Industrial Park E5, #07-23, Harvest, Singapore 757322