Return & Exchange

 

Need to return something to us? 

Your satisfaction is our top priority, we will handle your online purchase with extra care. In the event of unforeseen circumstances, such as receiving damaged or faulty goods from items purchased through tigerfamily.com.sg, please send us an email at supportsg@tigerfamily.com. Please refer to Clause 1 for the Return/Exchange Conditions. 

 

1. Return / Exchange Conditions

  

If you intend to return or exchange the goods purchased on tigerfamily.com.sg, you must meet the following conditions simultaneously: 

 

• If there is any quality issue with the product, we are happy to provide a return or exchange service within 7 days of receiving your products. 
• Please ensure that the returned goods are unused and that the original listing tags and packing bags are sent back together with the packing box. Any missing or damaged products cannot be returned.
• This return or exchange arrangement does not apply to damage caused by human factors, such as scratched or stained goods. Tiger Family will not make returns or exchanges without affecting normal use.
• Tiger Family only offers returns and exchanges for products purchased on tigerfamily.com.sg. If you bought the product through our distributors or third-party retail outlets, please contact them directly for information about returns and exchanges.

 

2. Return / Exchange Procedure
    

If your item is damaged or faulty, please include the following information for each return application within 7 days of receiving your products: 

• Name, Email Address, Contact Number, Order Number, Return Reason.
• Pictures of returned goods and the shipping box if goods are damaged. Please provide sufficient photos or videos to customer service as a basis for processing.
• Our Customer Care team will contact you to arrange the return or exchange of the product.
• Please allow up to 7 business days for the request to be processed 
• The product you return must be in new, unused, and unworn condition with all the original packaging.
   

 After you receive our reply, please follow our instructions to send back the relevant items. 

   

Note: 

• Upon confirmation of acceptance of the exchange, please allow 7 business days to arrange the delivery of goods.
• All products can only be exchanged once.
• All Tiger Family orders are non-refundable once payment is made unless there is a product quality issue.
• If your replacement product costs more than the product you originally purchased, you agree to pay the difference. If the price of your replacement product is lower than the original product, Tiger Family will not refund the difference.
• If you do not meet the return and exchange conditions, Tiger Family will not be able to provide relevant services.
• In case of any dispute, Tiger Family reserves the right of final decision.

 

3. Return / Exchange Instructions

  

If the goods are returned due to quality problems, we will arrange a courier company to pick them up and promise to be responsible for the relevant round-trip freight. 

 

4. Cancellations of Orders

 

Cancellations with refunds can only be done before 10 am on business days for orders that have not yet been dispatched. Cancellation requests must be sent to supportsg@tigerfamily.com or communicated to us via WhatsApp Business (text message) at +65 8481 0572. 

 

5. Exceptions / Non-Returnable Items 

Please note that all items bought during a sale period are not valid for refund or exchange.  Goods sold are not refundable. 
 

For more information regarding Return and Exchange, please email us at supportsg@tigerfamily.com.