Refund policy

At Ergoworks, we want customers to be satisfied with their purchases. This Refund Policy explains the conditions for returns, exchanges, refunds, cancellations and defective products.

ELIGIBLE RETURNS

In-stock products may be returned within seven calendar days from the delivery or self-collection date, subject to the following conditions:

  • The product is unused and in like-new condition;
  • The product is returned with its original packaging, tags, manuals, accessories and complimentary items;
  • Valid proof of purchase is provided;
  • The return has received prior approval from Ergoworks Customer Service; and
  • The product is clean and free from stains, odours, pet hair, damage or visible signs of use.

A return request submitted within seven calendar days does not automatically guarantee approval. All returned products are subject to inspection.

PRODUCTS NOT ELIGIBLE FOR RETURN

The following products are not eligible for change-of-mind returns:

  • Customised products;
  • Indent or special-order products;
  • Clearance or sale products;
  • After-sales and replacement parts;
  • Gift-with-purchase and promotional redemption items;
  • Products that have been assembled or installed; and
  • Hygiene-sensitive products, including backrests, insoles, sportswear sleeves, seat cushions, pillows and mattresses.

These exclusions do not apply where a product is confirmed to be defective or where a return or remedy is required by law.

RETURN APPROVAL PROCESS

Before returning a product, customers must contact Ergoworks Customer Service and provide:

  • The order or invoice number;
  • The product being returned;
  • The reason for the return;
  • Photographs showing the product’s condition; and
  • Any other information reasonably required to assess the request.

If the request is provisionally approved, Ergoworks will provide return instructions.

Provisional approval does not guarantee a refund. Final approval is subject to receipt and inspection of the returned product.

Products returned without prior approval may be rejected or returned to the customer at the customer’s cost.

RETURN SHIPPING AND COLLECTION

Customers are responsible for arranging return shipment using a traceable delivery method. Return shipping costs are borne by the customer unless the return results from a confirmed defect, an incorrect product supplied by Ergoworks or another Ergoworks error.

Customers remain responsible for the product until it is received by Ergoworks.

For bulky products, including desks, chairs, recliners and sit-stand desk converters, Ergoworks may arrange collection upon request.

A collection fee may apply. The applicable charge will be communicated and must be accepted before collection is scheduled.

The product must be safely prepared and accessible for collection. Additional charges may apply if collection cannot be completed because of restricted access, customer unavailability or inaccurate information.

EXCHANGES

Eligible products may be exchanged for another product, subject to prior approval and stock availability.

The following conditions apply:

  • The customer must pay any price difference when exchanging for a higher-value product;
  • If an exchange for a lower-value product is approved, a restocking fee of 10% of the original product price will apply; and
  • No refund, store credit, voucher or other compensation will be provided for the difference between the original product price and the lower-value replacement product.

All exchanges are reviewed individually. The applicable conditions and charges will be communicated to the customer and must be accepted before the product is returned.

Delivery, collection or installation charges may apply to the replacement product.

REFUNDS

Once a returned product has been received and inspected, Ergoworks will notify the customer whether the refund has been approved or rejected.

Approved refunds will be processed within 14 business days using the original payment method.

The customer’s bank or payment provider may require additional time to reflect the refund. Ergoworks is not responsible for processing delays caused by the customer’s bank or payment provider.

Where a refund to the original payment method is not reasonably possible, Ergoworks may arrange another suitable refund method with the customer.

NON-REFUNDABLE AMOUNTS

The following are generally non-refundable:

  • Original shipping and delivery fees;
  • Collection and installation fees already performed;
  • Gift cards;
  • Vouchers;
  • Promotional redemption products, giveaways or credit-card gifts; and
  • Purchases made through external websites or third-party vendors.

Purchases made through an external website or third-party vendor must generally be returned through the original seller and are subject to that seller’s procedures.

Shipping or service charges may be refunded where the return results from a confirmed Ergoworks error or where required by law.

HANDLING FEES AND CONDITION DEDUCTIONS

An open-box handling fee of up to 10% of the product price may apply to approved furniture returns, including chairs, recliners and sit-stand desk converters.

If a returned product is damaged, incomplete or shows signs of use, Ergoworks may apply a condition deduction of up to 30% of the product price.

The amount will depend on factors such as:

  • Missing packaging, manuals, accessories or parts;
  • Scratches, stains, odours or other signs of use;
  • Cleaning, testing or repacking required;
  • Damage caused after delivery; and
  • Reduction in the product’s resale value.

Any applicable deduction will be explained after inspection and before the refund is completed.

Handling fees and condition deductions do not apply where the return results solely from a confirmed manufacturing defect or an Ergoworks error.

ORDER CANCELLATIONS

Orders cancelled by the customer before shipment are subject to a cancellation fee of 10% of the order value.

Once an order has been shipped, it can no longer be cancelled and will be assessed under the applicable return conditions.

The cancellation fee will not apply where Ergoworks cancels an order because the product is unavailable or the order cannot be fulfilled.

Customised tabletop and other customised orders are produced according to the customer’s confirmed specifications. They cannot be cancelled, returned, exchanged or refunded once production has begun, except where the product is confirmed to be defective or where required by law.

Indent and special-order products may also be non-cancellable once procurement has begun.

REPORTING DELIVERY ISSUES OR DEFECTS

Missing items, incorrect items, visible defects and visible delivery damage must be reported within 48 hours from delivery or self-collection.

Customers should contact wecare@ergoworks.com.sg or submit a request through the Ergoworks Product Support page.

Please provide:

  • The order or invoice number;
  • Clear photographs or videos of the issue;
  • A brief description of the problem; and
  • Any troubleshooting steps already completed.

The 48-hour reporting period does not remove rights relating to a latent defect that could not reasonably have been identified during the initial inspection.

DEFECT ASSESSMENT AND REMEDIES

Ergoworks will assess the reported issue and may request additional information, remote troubleshooting or inspection of the product.

Depending on the circumstances, the proposed solution may include:

  • Troubleshooting or adjustment;
  • Repair;
  • Replacement of an approved part;
  • Product replacement; or
  • Refund.

The appropriate remedy will depend on the nature of the defect, product condition, stock availability, applicable warranty coverage and legal requirements.

Warranty claims are governed by the Ergoworks Limited Warranty Policy. The warranty covers approved replacement parts only. On-site attendance, transportation and labour are subject to the applicable service terms and charges.

ESTIMATED PROCESSING TIMES

After all required information has been received:

  • Initial assessment for an in-stock product may take up to seven business days; and
  • Replacement parts or products for indent or customised items may take up to 60 business days, depending on availability.

These are estimated processing periods. Ergoworks will provide updates if additional assessment, procurement or delivery time is required.

CONTACT INFORMATION

For returns, exchanges, refunds or defective-product assistance, please contact:

Ergoworks Lifestyle Pte Ltd
Email: wecare@ergoworks.com.sg