Return & Refund Policy – Bukittag Singapore

At Bukittag Singapore, we are committed to delivering high-quality customised products, including lanyards, ID cards, pins, tote bags, patches, and corporate branding items. If you receive a defective, damaged, or incorrect product, we will work quickly to resolve the issue in a fair and transparent manner. This Return & Refund Policy outlines how to report product issues and the steps for replacements or refunds.

1. How to Report a Problem

If you believe your order has a defect or production error, please contact us within the return period.

Email Submission (Recommended)

Send the following information to sales@bukittag.sg:

Clear photos showing the defect or damage
Your order number
A short explanation of the issue

Our team will respond within 24 hours (Mon–Fri).

Phone, Email / WhatsApp Support

Call or WhatsApp us at +65 8387 1020 and our representative will guide you through the review process. If a manufacturing mistake is confirmed, we will arrange a remake or refund.

2. Return Period (30 Days)

You have 30 days from the delivery date to report any issue with your order. To begin:

Email us with photos clearly showing the defect.
Once we verify the problem, you must return the entire order in its original quantity to qualify for a full refund.

3. Solutions We Offer

A) Remake of Order

If the issue is confirmed to be our mistake, we will redo your order exactly as originally approved.

Processing time: 5 working days after verification
No design or colour changes are allowed during a remake

B) Refund Option

If you prefer a refund instead of a remake:

Processing time: 5 working days after we receive and inspect the returned items
Refund will be issued after confirmation of the defect

4. Refund Methods

Refunds may be provided through:

Credit card refund (please note that, while refund by Credit Card, stripe charge is applicable/ will not refund)

Store Credit
Original Payment Method

For refunds involving bank transfers or other payment methods, contact sales@bukittag.sg for assistance.

5. Shipping & Return Costs

Customers are responsible for the cost of returning the product to us.
Items must be returned via standard (ground) shipping.
A full refund applies only when the entire order is returned in its original quantity and condition.

Customization & Approval Policy

Digital Mockup Approval: Prior to mass production, a digital proof detailing product artwork, dimensions, colors (Pantone PMS reference), materials, and quantities will be provided for your formal approval. Production will begin only after written confirmation is received.
Manufacturing Tolerances: Due to the custom nature of physical manufacturing, minor variations in color tone, alignment, or dimensions within industry standards may occur. Exact 100% color matching across different monitor displays and material batches cannot be guaranteed.

Quality Guarantee & Claim Process If the final delivered product contains a critical discrepancy regarding agreed dimensions, colors, materials, or quantities compared to the approved digital mockup:

Notice Window: Please inspect your order upon delivery and report any defects or inaccuracies in writing within 3 business days of receipt, providing detailed photo or video evidence.
Remediation Options: Upon verification of a manufacturing defect, we will offer your choice of:
- A free reprint/re-production of the affected items at our expense.
- A full refund for the defective items if your event timeline does not permit a reprint.
Limitation of Liability & Feedback Agreement: The options listed above constitute the sole and exclusive remedies for any production errors. By placing an order, both parties agree that neither party shall be held liable for indirect, consequential, or secondary losses (such as missed event deadlines). Furthermore, both parties agree to resolve claims through these remediation paths in good faith before publishing public dispute claims or negative reviews.