Refund policy

JINDU RETURNS, REFUNDS & WARRANTY POLICY

Last Updated: September 2026

1. Scope and General Policy

This Returns, Refunds & Warranty Policy applies to products purchased directly from JINDU Singapore through our website, quotation, invoice or authorised sales channels, unless different written terms have been expressly agreed for a particular order.

By placing an order with JINDU, the customer acknowledges and agrees to the terms of this Policy.

All sales are generally final, subject to applicable law and the warranty and remedies expressly provided under this Policy or otherwise agreed by JINDU in writing.

We do not normally accept returns, exchanges or refunds due to:

  • Change of mind;
  • Incorrect product selection by the customer;
  • The product no longer being required;
  • The product not being suitable for the customer's premises where the relevant dimensions, specifications, utility requirements or site requirements were available before purchase;
  • The order remaining within the estimated delivery timeframe stated at the time of purchase;
  • Minor cosmetic variations that do not materially affect the product's intended function or performance; or
  • The customer finding the same or a similar product at a lower price elsewhere.

Customers are responsible for reviewing and confirming the relevant product descriptions, dimensions, specifications, electrical requirements, gas requirements, water supply, drainage, ventilation, installation requirements and other applicable site requirements before placing an order.

Where JINDU provides product recommendations based on information supplied by the customer, the customer remains responsible for ensuring that the information provided to JINDU is accurate and complete.

2. Special-Order, Customised and Made-to-Order Products

Special-order, customised, modified, made-to-order or project-specific products may not be cancelled, returned or refunded once JINDU has commenced procurement, production, manufacturing, modification, customisation, shipping arrangements or other order fulfilment activities, except where required by applicable law.

This includes, but is not limited to, products manufactured or ordered according to:

  • Customer-provided measurements;
  • Drawings;
  • Specifications;
  • Site conditions;
  • Project requirements; or
  • Special technical or operational requirements.

Where a customer requests changes to a confirmed order after procurement, production or other fulfilment activities have commenced, JINDU may, where reasonably practicable, accommodate such changes. Any additional costs, delays or losses arising from the requested changes may be charged to the customer.

 

3. Order Cancellations and Refund Requests

Any request for cancellation or refund must be submitted to JINDU in writing as soon as reasonably possible through one of our official communication channels:

Email: enquiry@jindusg.com
WhatsApp: +65 8058 7876

Requests made solely through telephone calls or private communications with individual JINDU employees may not be treated as official cancellation or refund requests unless subsequently confirmed in writing through an authorised JINDU communication channel.

To assist with prompt handling, customers should clearly state that their communication relates to an order cancellation or refund request and provide the relevant quotation, order or invoice number.

Cancellation requests are subject to JINDU's written approval. JINDU reserves the right to reject a cancellation request where the product has already been:

  • Reserved;
  • Procured;
  • Ordered from a supplier;
  • Placed into production;
  • Manufactured or customised;
  • Prepared for dispatch;
  • Shipped;
  • Delivered in accordance with the order;
  • Installed; or
  • Otherwise processed or committed for fulfilment.

Where a cancellation is approved, JINDU may deduct from any refundable amount any reasonable and non-recoverable costs, commitments, losses or expenses incurred in connection with the order, including, where applicable:

  • Supplier charges or deposits;
  • Procurement costs;
  • Manufacturing or customisation costs;
  • Shipping and logistics costs;
  • Administrative costs;
  • Payment processing charges; and
  • Other reasonable costs directly arising from the order or cancellation.

Any deposit or advance payment may be retained, in whole or in part, to the extent reasonably necessary to cover such costs, commitments, losses or expenses, subject to applicable law.

JINDU will normally endeavour to acknowledge and process a cancellation or refund request within three (3) working days, although additional time may be required where investigation or consultation with suppliers, manufacturers, carriers or service providers is necessary.

4. Site Readiness and Customer Responsibilities

Unless expressly included in JINDU's written quotation or agreement, the customer is responsible for ensuring that the premises are ready and suitable for the delivery, installation, commissioning and operation of the product.

This includes, where applicable:

  • Adequate access routes for delivery and installation;
  • Suitable door, corridor, lift and passage dimensions;
  • Adequate floor loading and structural suitability;
  • Sufficient installation space and service access;
  • Correct electrical supply, voltage, phase and circuit protection;
  • Suitable gas type, pressure and connection;
  • Adequate water supply and water pressure;
  • Suitable drainage;
  • Required ventilation and exhaust systems;
  • Any necessary fire safety provisions;
  • Any required statutory approvals or permits; and
  • Compliance with applicable building, safety and utility requirements.

Unless otherwise agreed in writing, the customer is responsible for coordinating and ensuring the readiness of any third-party works required before delivery, installation or commissioning.

Where JINDU is unable to complete delivery, installation, commissioning or service due to site conditions, lack of access, unavailable utilities, incomplete third-party works or other circumstances outside JINDU's reasonable control, additional charges may apply for return visits, waiting time, transportation, labour or other reasonable costs incurred.

5. Delivery Damage, Missing Items or Incorrect Products

Customers should inspect products as soon as reasonably practicable after delivery.

Visible damage, missing items or incorrect products should be reported to JINDU within forty-eight (48) hours of delivery, together with photographs or other relevant evidence showing:

  • The packaging;
  • Shipping labels, where applicable;
  • The product; and
  • The damaged, missing or affected areas.

Customers should retain the original packaging and relevant delivery materials until the matter has been assessed by JINDU.

Failure to report visible damage within the recommended timeframe may affect JINDU's ability to investigate the matter or pursue a claim against the relevant carrier, supplier or insurer. However, this does not affect any customer rights that cannot legally be excluded.

Where JINDU confirms that:

  • An incorrect product was supplied by JINDU; or
  • The product was damaged before or during delivery arranged by JINDU,

JINDU will determine an appropriate remedy based on the circumstances and applicable law.

Customers should not dispose of, return, repair or modify an affected product without JINDU's prior written instructions, except where immediate action is reasonably necessary for safety reasons.

6. Defective Products and Warranty Claims

If a product develops a fault, the customer should stop using the product where continued use may cause further damage or create a safety risk.

The customer should contact JINDU through:

Email: enquiry@jindusg.com
WhatsApp: +65 8058 7876

Warranty periods and warranty coverage may vary depending on the product, manufacturer and model. The applicable warranty terms may be stated on the relevant:

  • Product page;
  • Quotation;
  • Order confirmation;
  • Invoice; or

Where there is any difference between this Policy and the specific warranty terms stated in the quotation, invoice or warranty document for a particular product, the specific written warranty terms for that product shall apply.

  • Warranty document.

To make a warranty claim, customers must provide valid proof of purchase and sufficient information to allow JINDU to assess the issue. This may include photographs, videos, error messages or other relevant information.

JINDU and/or its authorised service partner must be given a reasonable opportunity to inspect, diagnose and, where appropriate, repair the product before a replacement or refund is considered.

Customers must provide safe and reasonable access to the product for inspection, diagnosis, repair or warranty service.

Where access is unavailable, unsafe or requires special arrangements, additional charges may apply.

7. Warranty Remedies

Depending on the nature of the issue and the applicable warranty coverage, JINDU may provide one or more of the following remedies:

  • Inspection by JINDU or an authorised technician or service partner;
  • Diagnosis of the product;
  • Repair of the product;
  • Repair or replacement of defective components;
  • Replacement of the product where repair is not reasonably practicable; or
  • Another remedy required under applicable law.

A product fault does not automatically entitle the customer to an immediate replacement or refund where the issue can reasonably be repaired.

The appropriate remedy will depend on the nature and cause of the fault, the applicable warranty terms and the circumstances of the individual case.

Unless otherwise confirmed by JINDU in writing or required by applicable law, the repair or replacement of a product or component does not automatically restart or extend the original warranty period.

8. Warranty Exclusions

Warranty coverage may not apply to issues caused by or arising from:

  • Incorrect installation, connection, commissioning or maintenance;
  • Installation or work performed by unauthorised or unqualified persons where professional installation is required;
  • Misuse, abuse, negligence or improper handling;
  • Use outside the product's intended application, operating conditions or capacity;
  • Incorrect voltage, unstable power supply, electrical surge, incorrect phase or improper wiring;
  • Unsuitable gas type, gas pressure or gas connection;
  • Unsuitable water pressure, water quality or water supply;
  • Inadequate ventilation, exhaust or drainage;
  • Unauthorised modification, repair, dismantling or replacement of parts;
  • Damage caused by another contractor, installer or service provider;
  • Fire, flood, pests, corrosion, accident, impact or other external causes;

Failure to carry out required routine cleaning, servicing or preventive maintenance in accordance with the manufacturer’s or JINDU’s recommendations;

  • Normal wear and tear;
  • Consumable parts;
  • Cosmetic damage that does not materially affect normal operation; or
  • Continued use after a fault, warning or safety issue became apparent.

Warranty coverage may also be affected where the customer fails to follow applicable operating instructions, maintenance requirements or reasonable safety recommendations provided by JINDU or the manufacturer.

9. Labour, Inspection and Service Charges

Unless expressly stated otherwise in writing, warranty coverage may not include:

  • Labour charges;
  • Inspection or diagnostic charges;
  • Transportation charges;
  • Travel charges;
  • Removal or reinstallation costs;
  • Access equipment;
  • On-site service costs; or
  • Other costs associated with accessing, transporting or servicing the product.

The applicable warranty coverage for a particular product should be read together with the relevant product page, quotation, invoice or warranty document.

Where an inspection confirms that the issue is not covered by warranty, the customer may be charged for applicable:

  • Inspection;
  • Diagnosis;
  • Labour;
  • Transportation;
  • Travel;
  • Parts; and
  • Other reasonable service costs.

Where reasonably practicable, applicable charges will be communicated to the customer before chargeable work begins.

10. Professional Installation and Utility Connections

Products requiring professional installation, electrical connection, gas connection, plumbing, ventilation work or commissioning must be installed and connected by appropriately qualified personnel in accordance with applicable laws, regulations, safety requirements and technical specifications.

Unless expressly included in JINDU's written quotation, the cost of third-party electrical, gas, plumbing, ventilation, building or other site works is not included in the product price.

JINDU is not responsible for faults, damage, delays or additional costs arising from incorrect or non-compliant installation, utility connections or site works performed by third parties.

11. Approved Returns and Return Costs

Products may only be returned with JINDU's prior written approval.

Where a return is approved, the product must generally be:

  • Unused;
  • Uninstalled;
  • Complete with all supplied accessories and documentation;
  • In its original packaging, where reasonably practicable; and
  • Free from damage or signs of use beyond what is reasonably necessary for inspection.

Unless the return is due to:

  • An incorrect product supplied by JINDU;
  • Confirmed transit damage during delivery arranged by JINDU; or
  • Another circumstance for which JINDU is legally responsible,

the customer is responsible for the cost of return transportation, safe handling and the risk of loss or damage during the return process.

Large commercial or industrial equipment must not be moved, dismantled or returned without JINDU's prior written instructions.

12. Non-Refundable Charges

The following charges are generally non-refundable once incurred or the relevant service has been performed:

  • Delivery and transportation charges;
  • Installation and commissioning charges;
  • Site inspection and technician charges;
  • Removal or reinstallation charges;
  • Access equipment charges;
  • Customisation or modification charges;
  • Supplier charges or commitments that cannot reasonably be recovered;
  • Services already performed; and
  • Other reasonable costs directly incurred in connection with the customer's order.

This section is subject to any mandatory rights available under applicable law.

13. Refund Processing

Where a refund is approved, JINDU may process the refund after the relevant product has been returned or collected, inspected and assessed, where applicable.

Before processing a refund, JINDU may verify that the returned product is complete and, in the condition, required under the approved return arrangement.

Approved refunds will normally be processed to the original payment method within seven (7) to fourteen (14) business days after the relevant assessment and approval process has been completed.

The time required for a refund to appear in the customer's account may vary depending on the relevant bank, payment provider or card issuer.

14. Limitation of Liability

To the maximum extent permitted by applicable law, JINDU shall not be liable for any indirect, incidental, special or consequential loss arising from or in connection with the purchase, use, inability to use, repair, replacement or delay relating to a product.

This may include, but is not limited to:

  • Loss of profit;
  • Loss of revenue;
  • Business interruption;
  • Loss of production;
  • Loss of business opportunity;
  • Loss of food, ingredients or inventory; or
  • Other indirect economic losses.

Nothing in this Policy excludes or limits any liability that cannot legally be excluded or limited under applicable law.

15. Warranty Period and Commencement

For the purposes of this Policy, “LOCAL DELIVERY OF THE PRODUCT IN SINGAPORE” means the date on which the product is delivered by JINDU or its appointed logistics provider to the delivery location stated in the applicable quotation, order confirmation or invoice. Where the customer has agreed to collect the product in Singapore, it means the date on which the product is collected by or on behalf of the customer.

Unless otherwise expressly stated in the relevant product page, quotation, invoice, warranty document or written agreement, the applicable warranty period shall commence on the date of LOCAL DELIVERY OF THE PRODUCT IN SINGAPORE and shall not be postponed by delayed installation, commissioning or use of the product.

For the avoidance of doubt, the warranty period does not commence from the date the product leaves the manufacturer's factory, is shipped from the country of origin, arrives at a port or airport, or is received by a freight forwarder or logistics provider before local delivery to the customer in Singapore.

For products where JINDU has expressly agreed in writing to provide installation and commissioning, any different warranty commencement arrangement must be expressly stated in the relevant quotation, commissioning record or warranty document.

Customers should refer to the applicable product documentation for the specific warranty period and coverage.

16. Singapore and International Orders

This Policy applies to products purchased directly from JINDU Singapore through our website, quotation, invoice or authorised sales channels, unless different written terms have been expressly agreed for a particular order.

For products supplied, stored or delivered outside Singapore, the relevant quotation, invoice, order confirmation or separate contractual terms may apply.

Where mandatory laws apply in the jurisdiction in which the product is supplied or delivered, those mandatory laws will apply to the extent required.

 

17. Statutory Rights

Nothing in this Policy excludes, restricts or limits any consumer right or remedy that cannot legally be excluded, restricted or limited under applicable law.

Where any provision of this Policy is found to be invalid or unenforceable, the remaining provisions shall continue to apply to the extent permitted by law.

18. Contact Us

For cancellation, return, refund or warranty enquiries, please contact:

Email: enquiry@jindusg.com
WhatsApp: +65 8058 7876

Please include your relevant:

  • Order number;
  • Quotation number;
  • Invoice number; and
  • Supporting information, photographs or videos, where applicable.

JINDU will endeavour to assist customers promptly and fairly in accordance with this Policy and applicable law.