Refund & Returns Policy
1. Delivery Inspection & Acceptance
Customers are encouraged to inspect the product immediately upon delivery to ensure it is complete and free from any visible damage. Upon delivery, customers should inspect:
- the product and its external condition;
- the packaging;
- all supplied accessories, manuals and installation components.
Customers should retain the proof of purchase and delivery documents for future warranty verification.
Customers should notify us within the following timeframes:
- Any visible cosmetic damage, including scratches, dents, cracks, paint defects or damaged packaging, must be reported within forty-eight (48) hours from the delivery date.
- Any missing accessories, manuals, remote controls, installation components or other supplied items must be reported within seven (7) calendar days from the delivery date.
We may request photographs, videos or other supporting evidence to facilitate the assessment of any claim. Claims reported outside the above timeframe may not be eligible for replacement or exchange.
2. Delivery Acceptance
By signing the Delivery Order, Proof of Delivery or Delivery Acknowledgement, the customer confirms that:
- the product has been received;
- the visible external condition is acceptable at the time of delivery; and
- all supplied accessories have been checked to the extent reasonably practicable.
Claims relating to visible cosmetic damage submitted after the applicable reporting period may not qualify for replacement, exchange or refund unless we determines that the issue could not reasonably have been identified during delivery inspection or is attributable to a manufacturing defect.
3. Dead-on-Arrival (DOA)
A product may qualify for a Dead-on-Arrival (DOA) replacement where:
- the claim is submitted within seven (7) calendar days from the delivery date;
- the product has been used under normal domestic conditions;
- the product is inspected by Hisense or its authorised service provider; and a manufacturing defect is confirmed.
DOA approval is subject to technical inspection and verification.
A confirmed DOA Product may be repaired, replaced or otherwise resolved at our discretion, in accordance with applicable consumer laws.
DOA does not apply to:
- change of mind;
- incorrect model purchased;
- colour, design or size preference;
- installation site limitations;
- Wi-Fi, network or Internet connectivity issues not caused by a manufacturing defect;
- compatibility with third-party devices, applications or services; or
- faulty caused by misuse, unfamiliar with product operation or configuration, accidental impact, improper installation or external causes;
4. Returns & Exchanges
Products may be eligible for return or exchange where:
- a confirmed manufacturing defect exists;
- the product qualifies under the DOA Policy; or
- the return is otherwise required under applicable Singapore consumer protection laws.
Where a return has been approved by us, the following conditions apply, where applicable:
- The customer must provide valid proof of purchase (e.g. order confirmation, invoice or receipt).
- The product must be returned together with all original accessories, manuals, warranty cards, certificates (where applicable) and any promotional or complimentary items supplied with the Product.
- For returns that are not related to a confirmed manufacturing defect or DOA, the Product must be unused, in new condition and returned in its original unopened packaging.
- We reserves the right to inspect the returned product before approving any replacement, exchange or refund.
5. Refunds
Once the returned product has been received and inspected, we will notify the customer whether the refund has been approved.
Approved refunds will be processed using the original payment method. Processing time may vary depending on the customer’s payment provider or financial institution.
A 5% service charge may be imposed for customers who cancel their order(s) in advance of the delivery date or change of mind.
Shipping, delivery, installation and other service charges are generally non-refundable unless otherwise required by law or approved by us.
6. Warranty
Manufacturing defects occurring after the DOA period will be handled in accordance with the Warranty Policy.
Please refer to the Warranty Policy for warranty coverage, exclusions and service procedures.