Refund & After-Sales Policy

Clear terms for refunds, returns, and dispute resolution

Last Updated: 21 July 2024

1. General Policy Statement

Barcelona Pte. Ltd. ("we", "us", or "our") is committed to maintaining fair and transparent refund and after-sales practices. This policy outlines the conditions under which refunds may be issued, the applicable timelines, and the procedures for dispute resolution.

This policy applies to all services provided by Barcelona Pte. Ltd., including transport-related industrial design services and wholesale trade transactions.

2. Refund Eligibility

Refunds may be issued under the following conditions:

  • Service non-delivery: If we fail to deliver the agreed-upon services as specified in the signed contract or service agreement, a full or partial refund will be issued based on the portion of work not completed.
  • Service cancellation before commencement: If a service is cancelled by the client before work has commenced, a full refund will be issued minus any reasonable administrative costs already incurred.
  • Material breach: If we materially breach the terms of the service agreement and fail to remedy the breach within the agreed cure period, the client shall be entitled to a refund for the affected portion of the service.
  • Wholesale order cancellation: For wholesale trade orders, cancellation and refund eligibility depend on the order status: orders not yet dispatched may be cancelled with a full refund; orders already dispatched are subject to the return policy in Section 4 below.

3. Non-Refundable Circumstances

The following situations are generally not eligible for refunds:

  • Services that have been substantially completed and delivered as per the agreed scope;
  • Custom design work that has been approved by the client at intermediate milestones, unless a material defect is identified;
  • Wholesale goods that have been used, damaged, or modified after delivery;
  • Cancellations made after the service has commenced, except where a material breach has occurred on our part;
  • Costs incurred from third-party services or materials procured at the client's request.

4. Return Policy for Wholesale Goods

For wholesale trade transactions, the following return conditions apply:

  • Inspection period: Buyers have 7 calendar days from the date of receipt to inspect the goods and report any defects, shortages, or discrepancies.
  • Return conditions: Goods must be returned in their original packaging, unused, and in the same condition as received. Returns must be accompanied by proof of purchase.
  • Defective goods: If goods are found to be defective or not as described, we will arrange for replacement or refund at no additional cost to the buyer.
  • Non-defective returns: Returns of non-defective goods are subject to a restocking fee of 10% of the order value. Shipping costs for non-defective returns are borne by the buyer.

5. Refund Processing Timeline

Once a refund is approved, the following timelines apply:

  • Refund approval: Refund requests will be reviewed and approved or denied within 5 business days of receipt.
  • Processing time: Approved refunds will be processed within 10 business days.
  • Original payment method: All refunds will be returned via the original payment method used for the transaction (e.g., bank transfer, credit card). We do not issue refunds to alternative accounts or methods.
  • Bank processing: Depending on the buyer's bank or payment provider, additional processing time may be required for the refund to appear in the account. This typically ranges from 3 to 10 business days.

6. Refund Method

All refunds shall be returned to the original payment method (原路退回) used for the transaction. If the original payment method is no longer available, the refund will be issued via bank transfer to an account designated by the client, subject to identity verification.

7. How to Request a Refund

To request a refund, please follow these steps:

  • Contact us via our contact page or by written notice to our registered office;
  • Provide your order or project reference number, date of transaction, and a detailed description of the reason for the refund request;
  • Include any supporting documentation such as photos of defective goods, correspondence records, or evidence of service non-delivery;
  • Our team will review your request and respond within 5 business days.

8. Dispute Resolution

We are committed to resolving all disputes in a fair, timely, and amicable manner. The following dispute resolution process applies:

  • Step 1 — Direct negotiation: The client should first contact us directly with details of the dispute. We will acknowledge the complaint within 3 business days and seek to resolve it within 15 business days.
  • Step 2 — Mediation: If the dispute cannot be resolved through direct negotiation, either party may propose mediation through a mutually agreed neutral third party or the Singapore Mediation Centre (SMC).
  • Step 3 — Arbitration: If mediation fails or is not pursued, disputes shall be referred to arbitration in Singapore in accordance with the rules of the Singapore International Arbitration Centre (SIAC). The arbitration shall be conducted in English, and the award shall be final and binding.
  • Governing law: This policy and any disputes arising from our services shall be governed by the laws of the Republic of Singapore.

9. After-Sales Support

We provide after-sales support for all completed projects and delivered orders:

  • Design services: Post-delivery revisions and modifications are provided as specified in the individual service agreement. Additional revisions beyond the agreed scope may be quoted separately.
  • Wholesale goods: Product quality issues reported within the 7-day inspection period will be addressed promptly with replacement or refund.
  • Ongoing support: Clients may contact our team for any questions or issues related to completed work. We aim to respond to all after-sales inquiries within 2 business days.

10. Policy Changes

We reserve the right to update or amend this Refund & After-Sales Policy at any time. Changes will be posted on this page with an updated "Last Updated" date. For ongoing projects, the policy in effect at the time of the signed service agreement shall apply.

11. Contact Us

If you have any questions about this policy or wish to request a refund, please contact us:

  • Company: Barcelona Pte. Ltd.
  • UEN: 202403784Z
  • Address: 6 Raffles Quay, #14-02, Singapore (048580)
  • Email: xu_dongsheng@launchdesign.com.cn