Refund policy

General Return & Exchange Policy

The following General Return & Exchange Policy applies to all purchases except where additional consumer rights are provided under applicable law, including the European Union (EU) Right of Withdrawal set out below.

Exchanges

We accept exchanges within fourteen (14) days from the date you receive your order, subject to the following conditions:

• The original receipt or proof of purchase must be provided.
• The item must be unused, unworn, and in its original condition.
• The item must be returned in its original packaging, with all tags, labels, accessories, and included materials intact.
• The item must be free from damage, marks, alterations, or signs of use.

Items that do not meet the above conditions may not be accepted for exchange.

Customers are responsible for any shipping costs associated with returning an item for exchange, unless the exchange is due to our error or a defective product.

No Refunds

All sales are final. We do not offer refunds for change of mind, incorrect selection, or any other reason, except where required by applicable law or as described under the "Damaged, Defective or Incorrect Items" section below.

Damaged, Defective or Incorrect Items

Please inspect your order upon receipt and contact us within three (3) days of receiving your order if:

• The item is defective;
• The item is damaged during transit; or
• You received the wrong item.

Please provide your order number and photographs of the issue. We will review the matter and, where appropriate, arrange a replacement, exchange, refund, or other suitable remedy.

European Union (EU) Right of Withdrawal

If you are a consumer residing in the European Union, you may have a statutory right to withdraw from your purchase within fourteen (14) days without giving any reason.

Withdrawal Period

The withdrawal period expires fourteen (14) days after the day on which you, or a third party designated by you (other than the carrier), takes physical possession of the goods.

How to Exercise Your Right of Withdrawal

To exercise your right of withdrawal, you may submit a withdrawal request through our online withdrawal form.

You may also contact us at museum@red-dot.sg with a clear statement of your decision to withdraw from the contract.

Upon receipt of your withdrawal request, we will send confirmation of receipt without undue delay.

Returning the Goods

You must send back the goods without undue delay and no later than fourteen (14) days from the date you notify us of your withdrawal.

Unless otherwise required by applicable law, customers are responsible for the direct cost of returning goods.

Refund Following Withdrawal

If you withdraw from the contract, we will reimburse all payments received from you for the goods concerned, including the cost of standard delivery where required by applicable law, within fourteen (14) days of being informed of your decision to withdraw.

We may withhold reimbursement until we have received the returned goods or you have provided evidence that the goods have been returned, whichever occurs first.

Any reimbursement will be made using the same means of payment that you used for the original transaction, unless you have expressly agreed otherwise.

Exceptions

The right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised, or to any other goods exempt from withdrawal rights under applicable European Union consumer protection laws.