Refund policy
GENERAL TERMS
If your purchase isn't quite right you have 14 days from the date you received your order to exchange or return. We can collect your return for free from your home, work, or alternative address with exceptions disclosed in the following sections below.
The free collection does not apply to items returned from a different country to the original shipping destination or canceled orders after a product has been shipped.
The company also reserves the right to refuse 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 colors of our products that appear on 72 SMALLDIVE. However, as computer monitors vary, we cannot guarantee that your monitor's display of any color will be completely accurate. All items are quality-controlled and checked for any faults before they are dispatched to customers.
RETURNING A PURCHASE
Items must be returned to us unused with all labels still attached and packed in its original packaging including but not limited to dustbag, product tag, 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 gift cards.
Any unidentified products returned will not be refunded or reshipped back.
RETURNING A CUSTOM-ORDER / PRE-ORDERED PURCHASE
Custom-ordered products are purchased via our bespoke service, unless damaged or faulty. may not be returned or exchanged.
RETURNING AN OUTLET OR SALE ITEM
Return and exchange of undamaged discount outlet products purchased via 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 exchanges are unavailable, a refund in the form of a discount voucher/reward points will be offered.
Outlet goods refer to any products listed in our outlet sale section. The prices of these goods have undergone significant reductions due to the following reasons:
- Past season and last piece stock
- Factory seconds with minor imperfection*
(The reasons may be described on the individual product page)
* Imperfection does not imply defect. They may, but not only, include
- Uneven leather tan/patina
- Evident leather grain, crease, and folds
- Skewed threading
- 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 items on our website that are managed directly by our fashion partners, who each may have a different return policy. The partner's return policy will be clearly outlined on the product page and brand profile page. in the event a return is required we will assist you in working directly with the partner according to their policy.
EXCHANGING A PURCHASE
For product exchanges, free return shipping applies to size exchanges only.
If you wish to exchange your item for an alternative style or product, we suggest that you return it for payment credit and purchase the new item separately. The shipping cost for the new exchanged item (not related to sizing) will be subject to our general shipping policies disclosed for all purchases.
There is no charge for shipping an item that is exchanged for a different size, taxes and duties will apply if the item is shipped to destinations outside of Singapore.
Exchanges for different sizes are based on stock availability. If the size is unavailable we recommend pre-ordering the item of the required size or if feasible, altering the size on your own.
To exchange an item, submit a request via our Returns Center. specifying the new size that you require. For exchanges outside Singapore, you will receive an email with the new size specification. You will be asked to review and confirm the exchange item.
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 newly exchanged item are not complimentary. We do not accept returns of gift cards nor do we refund gift cards 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 with our reward points. To do so, you need to set up a shopping account with us. You have up to 6 months from the date of return to exchange for a product on our website.
We do not accept returns or exchanges of individual corporate gifts. Such returns may only be requested by the original purchaser within 14 working days of receipt of the order.
LATE RETURNS
Your item(s) should be sent back to us within 14 days of your purchase. Returns 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.
FAULTY GOODS
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. 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 a faulty item 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 Inquiry
Failing to cancel the order after the 2nd day from the day 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 orders canceled.
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.
Please note you may only use your right to cancel the order if you give us formal written notice of cancellation any time after your order has been placed, up until 2 calendar days from the day after you receive your order, by email as described above.
RECEIVING YOUR REFUND
Your refund will either be credited to the original payment method. The credit will include shipping costs for first-time purchasers and for orders that qualify for free shipping. A restocking charge of 10% will be deducted from the refunded amount.
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 except for damaged 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.
LET'S MAKE A DEAL TO REDUCE CARBON EMISSIONS.
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 endeavor to accept returns as a means to build trust, we would like to offer a customer and environmentally friendly option besides returning the product.
By agreeing not to return the item, we are happy to offer
- A refund of the shipping cost applied to the purchase
- A 30% discount off the item's purchased price