1. INTRODUCTION

This Refund & Returns Policy applies to all air-conditioning products, accessories, and installation services purchased from Commercestar Engineering Pte Ltd (“Commercestar”, “We”, “Us”, “Our”) through our website, showroom, or authorized sales channels.

By placing an order with us, you acknowledge and agree to the terms stated herein.

2. NON-REFUNDABLE ITEMS & SERVICES

Unless otherwise stated in writing, the following are non-refundable and non-returnable:

• Installed air-conditioning units
  
• Completed installation services
  
• Labour charges
  
• Site survey services (once conducted)
  
• Customized installations
  
• Special-order products
  
• Concealed piping works
  
• Electrical and hacking works
  
• Permit and administrative fees
  

Once installation has commenced or materials have been deployed on-site, the order shall be deemed confirmed and non-cancellable.

3. ORDER CANCELLATION (BEFORE INSTALLATION)

3.1 Cancellation Before Site Survey

Orders cancelled before a site survey is conducted may be eligible for a full refund, subject to administrative fees.

3.2 Cancellation After Site Survey

If cancellation is made after site survey but before installation:

• A site survey and administrative fee may be deducted
  
• Any materials already procured will be chargeable
  

3.3 Cancellation After Installation Scheduled

If cancellation is made within 48 hours of the scheduled installation date, Commercestar reserves the right to charge a cancellation fee.

4. PRODUCT RETURNS (NON-INSTALLED ITEMS)

Returns are accepted only if:

✔ The product is unused

✔ In original packaging

✔ With all accessories

✔ Not installed

✔ Within 7 days of delivery

All return requests require prior written approval.

Returned products are subject to inspection. Commercestar reserves the right to reject returns that do not meet these conditions.

5. RESTOCKING & HANDLING FEES

Approved returns may be subject to:

• Restocking fees (up to 20% of purchase price)
  
• Handling and transportation charges
  
• Repacking costs (if applicable)
  

Fees will be deducted from any approved refund.

6. DEFECTIVE OR DAMAGED PRODUCTS

6.1 Upon Delivery

Any visible damage, missing parts, or defects must be reported within 24 hours of delivery.

Failure to report within this period shall be deemed acceptance of the product.

6.2 After Installation

For issues discovered after installation, customers should refer to our Warranty Policy.

Defective products may be repaired or replaced at our discretion in accordance with warranty terms. Refunds are generally not provided for installed systems.

7. WARRANTY CLAIMS VS REFUNDS

Warranty service is the primary remedy for defective products.

Refunds will only be considered if:

• The product is deemed beyond economical repair
  
• Replacement is not reasonably available
  
• Approved in writing by management
  

All decisions are final.

8. REFUND PROCESSING

Approved refunds will be processed via the original payment method.

Processing time:

⏱️ 7–14 working days after approval

Bank processing time may vary.

9. CUSTOMER RESPONSIBILITIES

Customers are responsible for:

• Providing accurate site and access information
  
• Ensuring readiness for installation
  
• Being present during installation
  
• Protecting delivered goods before installation
  

Delays or cancellations caused by inaccurate information may result in chargeable fees.

10. NO-SHOW & FAILED INSTALLATION VISITS

If installation cannot proceed due to:

• No access
  
• Customer absence
  
• Incomplete renovation
  
• Unsafe conditions
  

An abortive trip fee may apply.

11. PROMOTIONS & VOUCHERS

• Promotional discounts and vouchers are non-refundable
  
• NEA Climate Vouchers are subject to government terms
  
• Used vouchers cannot be reinstated
  

12. LIMITATION OF LIABILITY

To the fullest extent permitted by law, Commercestar shall not be liable for indirect, incidental, or consequential losses arising from cancellations, delays, or refund disputes.

13. POLICY AMENDMENTS

Commercestar reserves the right to revise this policy at any time without prior notice. Updated versions will be published on our website.

14. CONTACT INFORMATION

For refund or return enquiries, please contact:

📞 Phone: 8118 2372

📧 Email: sales@commercestar.net

📍 7 Yishun Industrial Street 1

#01-31 Northspring Bizhub

Singapore 768162