Return & Refund Policy
This policy explains when returns are accepted and how to request one.
- Returns are accepted only for a valid reason (see criteria below).
- Change-of-mind or reasons already explained prior to purchase are not eligible.
- Contact us first via WhatsApp to file a return: +65 9737 7049
1) Transaction Fees for Refunds
Please choose your items carefully, as we do not offer full refunds for "change of mind" or customer-initiated errors. For any refund processed due to a customer error (e.g., incorrect item purchased, accidental duplicate order, or cancellation before shipping), Unikul SG will issue a partial refund. The refunded amount will be the total order value minus the original non-refundable payment processing fees (for credit card transactions). These fees are retained by the payment processor (e.g., Stripe, grab or Atome) and are not recovered by Unikul SG. By completing your purchase, you agree to these termse.
2) What Is a Valid Reason?
We consider returns when the product is not performing as promised, arrived incorrect, or is defective.
Valid Reasons (Examples)
- Item arrived damaged or with a manufacturing defect.
- Wrong colour/model delivered vs. order confirmation.
- Missing parts or accessories from the box.
Not Valid (Examples)
- Change of mind or prefer a different look/size after installation.
- Concerns that were already explained (e.g., footprint, power, water inlet) and acknowledged.
- For accidental duplicate orders or customer-initiated cancellations.
- Normal operating sounds or minimal ventilation heat.
- External plumbing, pressure or power issues not caused by the unit.
- Opened/used consumables (e.g., filters) without product fault.
2) Eligibility Conditions
- Product must be in good condition, with all parts, manuals and original packaging.
- Unit must be clean (no severe scratches, stains or damage from misuse/incorrect installation).
- Provide order number, photos or short video showing the issue for faster assessment.
3) How to Request a Return
- WhatsApp us at
+65 9737 7049 with:
- Order name & phone number
- Delivery/installation date
- Clear description of the issue (photos/video if possible)
- Our team will run quick troubleshooting (e.g., settings, water pressure, filter fitment).
- If eligible, we’ll arrange an inspection or pick-up and confirm the next steps.
4) Outcomes: Repair, Exchange or Refund
Once verified, we’ll proceed with the most appropriate resolution:
- Repair/Part Replacement — for minor, resolvable issues.
- Exchange — for confirmed defective units.
- Refund — for valid returns where repair/exchange isn’t suitable.
Refunds are issued to the original payment method. Processing typically takes 5–14 business days after we receive and verify the returned unit. 3rd party merchant transaction fees will be deducted if online payment was made.
5) Non-Returnable Items & Exceptions
- Opened/used filter sets unless the main unit is confirmed defective.
- Damage due to misuse, negligence, unauthorised repair or incorrect installation not performed by Unikul.
- Cosmetic wear from normal use (light marks or minor scuffs) that do not affect performance.
6) Installation, Pickup & Inspection
- For valid defects/incorrect deliveries, Unikul covers pickup and exchange.
- If the unit is found functional and within spec, we may return it to you with our test report.
7) Contact Us
WhatsApp: +65 9737 7049
Email: enquiry@aquakentro.com.sg
Hours: Mon–Sat, 10am–6pm
Note: This policy applies to purchases made directly from Aqua Kent Singapore. We may update this policy to improve clarity and service.
