If your purchase isn't quite right you have 15 days from the date you received your order to request for an exchange or return. We can collect your return for free, from your home, work or an alternative address with the exceptions disclosed below:
- Free collection does not apply to items returned from a different country to the original shipping destination or to cancelled orders after a product has been shipped.
- The company also reserves the rights to refused accepting returns or to offer complimentary return shipping charges if we observe abusive, habitual, and, but not all, fraudulent buying practices exhibited by customers.
- All returns of purchased products outside of Singapore will not be refunded for tax and duties charges imposed by customs at the destination country.
Important Information: We have made every effort to display, as accurately as possible, the colours of our products that appear on the website. However, as computer monitors vary, we cannot guarantee that all colours show in the product image will be completely accurate. All items are quality controlled and checked for any faults before they are dispatched to customers.
HOW TO PROCESS A RETURN?
You may submit a return request via our Returns Center. Please have your order number and the registered email account ready when submitting your request. We advise all customers to review our return, exchange, and refund policies below prior to submitting a return request. If you have purchases the item from our marketplace partners, please liaise directly with the store from which the purchase has been made.
RETURNING A PURCHASE
Items must be returned to us unused with all labels still attached and packed in its original packaging including, but not limiting, to the dustbag, product tag, any marketing materials, and packaging box. Returns that do not meet our policy will be refused a refund or exchange.
- We do not accept products with signs of usage such as and not limited to soiled soles, broken seals, stained surfaces, bent/dog-eared edges.
- We do not accept returns of gifts cards nor refund them with cash.
- Any unidentified products returned will not be refunded or reshipped back.
- To avoid customs charges please clearly mark the package 'RETURNED GOODS'.
RETURNING A CUSTOM-ORDER PURCHASE
Custom-ordered products purchased via our bespoke service, unless damaged or faulty. may not be returned or exchanged.
RETURNING AN OUTLET PURCHASE
Return and exchange of undamaged discount outlet products purchased from our outlet section are non-refundable nor exchangeable. We may only be able to offer (size) exchanges subject to availability. If size exchanges or product exchange is unavailable, a refund in the form of a discount voucher/reward points will be offered.
Outlet goods refer to any products listed on our outlet sale section. The prices of these goods undergone significant reductions for the following reasons:
- Past season and last piece stock
- Factory seconds with minor imperfection*
* Imperfection does not imply defect. They may, but not only, include
- Uneven leather tan/patina
- Evident leather grain, crease and folds
- Skewed threading
- Dull metal accessories
- Any conditions as a result of textural characteristics of the leather, fabric, other materials and non-uniform finishing typical of handmade products.
RETURNING NON 72 SMALLDIVE PRODUCTS
We may carry products of other brands which may have a different return policy. The partner's return policy will be clearly outlined on the product page and brand profile page. In an event a return is required, we will assist you in submitting your request to the partner, according to their policy.
EXCHANGING A PURCHASE
For product exchanges, free return shipping is applicable to size exchanges only.
If you wish to exchange your item for an alternative style or product, please include desired item to exchange for in the request form. Shipping charges for the exchanged item (not related to sizing) will apply.
To exchange an item for a different size, submit a request via our Returns Center. specifying the new size that you require. You will receive an email with the new size specification. You will be asked to review and confirm the exchange item.
There will be no shipping charges to any item that is being exchanged for a different size. However taxes and duties may apply if the item is shipped to destinations outside of Singapore.
Exchanges for a different size are based on stock availability. If the size is unavailable we can pre-order your desired item of the required size or provide advise on altering the size of your product.
RETURNING A GIFT
If you have received an item as a gift, you may exchange it for any available item from our store at the time of exchange. Shipping charges for the new exchanged item is not complimentary. We do not accept returns of gifts cards nor refund them with cash.
Please be aware that you may need to pay any cost difference, additional shipping, taxes and import duties.
You may exchange the product for our reward points or gift card. To do so, you need to set up a shopping account with us.
Your request to return an item should be sent back to us within 15 days of your purchase. Request outside these time frames may be accepted at the discretion of 72 SMALLDIVE and may only be refunded in the form of reward points/ store credit.
If your item is faulty when you receive it, you can return it for a refund. If you discover a fault within six months of purchase, you can also return it for a refund. Proof of damages is required.
Goods are classified as faulty if they are received damaged, or where a manufacturing fault occurs within 6 months of purchase.
Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Please note that factory seconds, product samples, and past seasoned items purchased via our Outlet segment may carry production imperfections and are not considered to be faulty.
Where possible, we will offer to repair the item. If it cannot be repaired and the same product is still available, we will send you a replacement. If the same product is no longer available, you are entitled to a full refund.
If you would like to exchange your faulty item for a new one, instead of obtaining a refund, please be aware that we can only replace it for the same product in the same size, subject to availability.
CANCELLING YOUR ORDER
You have the right to cancel your order with us provided you give us written notice within 2nd day after you purchased the product. Please communicate your cancellation request via our contact page.
Failing to cancel the order after the 2nd day from the day which you acquired the product, your request will be treated as a product return request.
All clauses under Returns and Exchanges stated above and the following conditions shall apply:
- Please note that you must cover the cost of the return shipment, as our free return shipping does not apply to cancelled orders.
- All items must be returned unused, in their original condition and from the country that the order was delivered to.
- We will refund the full value of your order, excluding shipping, duties, and tax charges, within 14-28 days of receiving your returned product.
RECEIVING YOUR REFUND
Your refund will either be credited to the original payment method and will include shipping costs with exceptions stated above and for orders that qualify for free shipping.
We can only credit the refund upon receiving the item in good condition (for undamaged goods).
For returns and exchanges within Singapore, any sales taxes will be refunded.
For returns and exchanges outside of Singapore, customs duties and sales taxes are non-refundable with exception to damage products. However, you may recover these by contacting your local customs bureau directly. As this may not be available for all countries, we recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.
Please note that refunds can take up to 10 working days (from the date we receive the returned product) to show on your account due to varying processing times between payment providers.
A SUSTAINABLE ALTERNATIVE TO RETURNING A PURCHASE
As of 2019, returns in the US alone create 5 billion pounds of landfill waste and 15 million tonnes of carbon emissions annually, equivalent to the amount of trash produced by 5 million people in a year, according to Optoro. In the EU, total packaging waste in 2016 amounted to nearly 87 million tonnes or about 170 kg per person.
Whilst we endeavour to accept returns as a mean to build trust, we would like to offer our customers environmentally friendly options besides returning a product.
By agreeing to keep your purchased (undamaged) product, we are happy to offer you
- A refund of the shipping cost applied to the purchase
- A 30% off the item's purchased price
- and last but not least 1000 SMART WINS store reward points.