What is iShopChangi's Return Policy for Delivered or Collected Products?
The following policy applies to purchases of products where (a) the products have been collected from iShopChangi collection centres within Singapore Changi Airport; or (b) the products are to be delivered or have been delivered to the designated delivery address of the recipient.
Valid returns
You may apply for a return and refund of a product for one or more of the following reasons:
(a) You received the incorrect product (e.g. the size, colour or product delivered is not what you ordered);
(b) You received an incomplete product or delivery (e.g. incomplete sets or parts);
(c) You received a defective product (e.g. product is broken or cannot be used); or
(d) You changed your mind*.
*Please see the section entitled “Returns which are not accepted for a change of mind” for a list of products which do not qualify for returns due to a change of mind.
Criteria for Returns
To be accepted by us, your returns must fulfil the following criteria:
| Reasons for Returns |
Criteria for Returns: | |||||||
Undamaged, in new condition, unwashed and/or unaltered |
Sealed and unopened |
Complete* | With all tags and labels (if any) intact | |||||
| Incorrect Product | Y | N | Y | Y | ||||
| Incomplete Product or Delivery | Y | N | N | Y | ||||
| Defective Product | N | N | Y | Y | ||||
| Change of Mind | Y | Y | Y | Y | ||||
| N: No | Y: Yes (where applicable) | ||||||||
*For a return to be considered ‘complete’, it must be returned with all the following (where applicable):
(a) Free gifts;
(b) Warranty documentation;
(c) Manuals and instructions;
(d) Packaging; and
(e) Any included accessories or peripherals.
If you return an item that does not meet the above requirements, we reserve the right to reject the return and any request for a refund.
Timeline for Returns
All applications for returns must be made within thirty (30) days of collection or delivery (as the case may be).
Returns which are not accepted due to a change of mind
Please note that due to reasons including hygiene concerns, impracticality and suppliers’ policies, we are unable to accept returns for the following products due to a change of mind:
(a) Attraction tickets;
(b) Digital goods, including all online gift cards, vouchers, mobile top up cards, etc.;
(c) Perishables, including all food and beverages, fresh flowers and other live plants;
(d) Forex products;
(e) All customised products;
(f) All products sold at a mark down or discount due to existing defects which were highlighted in the products’ description at the time of purchase;
(g) All products which have been installed or require installation;
(h) All products which have been or whose packaging or peripherals have been tampered with or subjected to any unauthorised alterations;
(i) Any of the following products which have been delivered, without or in unsealed/opened/used packaging:
(i) Beauty products;
(ii) Toiletries;
(iii) Earrings;
(iv) Earphones, earbuds, headphones, microphones; and
(v) Undergarments, swimwear and socks; and
(j) Any other products which have been stated as non-returnable in their terms and conditions of sale (if any) and/or product descriptions.
Where applicable, the return policies for these products have been indicated in the respective product pages.
Shipping costs of returns
Your shipping costs for returns will be refunded as follows:
| Reasons for Returns | Shipping Costs Covered: |
| Incorrect Product | Yes |
| Incomplete Product or Delivery | Yes |
| Defective Product | Yes |
| Change of Mind | No |
Please note that if we receive a non-returnable item, we will send back the item to the original shipping address without a refund, and any shipping costs incurred are to be borne by you.
Other instructions
You can send us your request via our web form. Please indicate your order number in your request. Once your request is processed, if you requested for a refund, you will receive the refund via your original mode of payment within fourteen (14) business days.
Additional policy applicable to all products which are to be collected at iShopChangi’s collection centres
In addition to the general returns policy for all products, this additional policy applies to purchased products which are to be collected from iShopChangi collection centres within Singapore Changi Airport.
At the point of collection, you may reject and opt for a refund for any products which have yet to be collected, subject to the following categories of products which may not be rejected or subject to refunds:
(a) Attraction tickets;
(b) Perishables, including all food and beverages, fresh flowers and other live plants;
(c) Forex products;
(d) All customised products;
(e) All products sold at a mark down or discount due to existing defects which were highlighted in the products’ description at the time of purchase;
(f) All products which have been installed or require installation; and
(g) Any other products which have been stated as non-returnable in their terms and conditions of sale (if any) and/or product descriptions.
Once your request is processed, you will receive the refund via your original mode of payment within fourteen (14) business days.
