This Return & Refund Policy explains how return requests, refund requests, exchange requests, wrong item reports, defective-on-arrival reports, and order cancellation requests are handled by LaptopClinic.sg.
LaptopClinic.sg is owned and operated by Esmond Solutions Pte. Ltd., a company incorporated in Singapore under ACRA Registration No. 202031216G.
This Policy should be read together with our Terms of Use, Warranty Policy, Shipping & Delivery Policy, Product Compatibility & Handling Disclaimer, Privacy Policy, and any product-specific terms stated on the relevant product page, checkout page, invoice, warranty option, or written confirmation.
By placing an order on LaptopClinic.sg, you agree to this Return & Refund Policy.
1. General Return Position
LaptopClinic.sg does not accept returns, refunds, or exchanges for change of mind.
This includes situations where a customer no longer needs the item, ordered the wrong model, selected the wrong part number, changed their mind after payment, found a lower price elsewhere, or did not check compatibility before purchase.
Many products sold on LaptopClinic.sg are electronic components, hardware components, mobile phone parts, laptop parts, accessories, sourced-on-request items, or sensitive products that may be affected by handling, fitting, testing, packaging condition, connector condition, voltage, model variation, or customer use.
For this reason, all return and refund requests are assessed strictly according to this Policy.
2. No Change-of-Mind Returns
We do not accept return, refund, or exchange requests for change of mind.
The following are not accepted as valid reasons for return, refund, or exchange:
- Customer changed their mind
- Customer no longer needs the item
- Customer ordered the wrong model
- Customer ordered the wrong part number
- Customer selected the wrong size, voltage, connector, layout, version, or specification
- Customer assumed compatibility without checking
- Customer found another supplier or lower price
- Customer purchased the item by mistake
- Customer decided not to proceed after the order was processed
- Customer did not read the product listing, warranty option, or compatibility notes
- Customer’s third-party provider gave incorrect advice
- Customer’s device has another issue unrelated to the purchased item
Customers are responsible for checking compatibility before placing an order.
3. Customer Responsibility for Compatibility
Before placing an order, customers must check that the selected product is suitable for their device, product requirement, usage, and intended purpose.
For laptop and mobile phone components, compatibility may depend on factors such as model number, part number, screen size, screen resolution, connector type, pin count, cable position, voltage, capacity, layout, region version, board revision, shape, mounting point, and other technical specifications.
LaptopClinic.sg may provide general product guidance where possible. However, unless we expressly confirm compatibility in writing for your specific device and product requirement, the final responsibility remains with the customer.
Wrongly ordered items due to customer selection, incorrect model information, incomplete product checks, third-party advice, or customer assumption are not eligible for return, refund, or exchange unless we approve otherwise in writing.
4. Items Not Eligible for Return, Refund, or Exchange
Unless we approve otherwise in writing, the following items are not eligible for return, refund, or exchange:
- Items ordered incorrectly by the customer
- Items with opened packaging
- Items that have been fitted, handled, tested, connected, modified, marked, scratched, damaged, or used
- Items with missing packaging, labels, seals, accessories, protective film, manuals, or included parts
- Items showing signs of physical handling, connector marks, pressure marks, torn cables, bent pins, burnt marks, liquid marks, or tampering
- Used items, unless otherwise stated
- Open-box items, unless otherwise stated
- Special-order items
- Rare or sourced-on-request items
- Clearance, promotional, discounted, or final-sale items, where stated
- Items without valid proof of purchase
- Items outside the applicable reporting period
- Items damaged by customer self-handling, third-party handling, improper tools, unsuitable device condition, misuse, electrical damage, liquid damage, modification, or external force
- Items returned without prior approval from LaptopClinic.sg
Returning an item without approval does not guarantee acceptance, refund, exchange, or store credit.
5. Defective-on-Arrival, Wrong, Missing, or Damaged Items
Customers must report wrong, missing, visibly damaged, or defective-on-arrival items within 3 calendar days from the date of delivery or self-collection.
Reports must be sent to:
Email: customer@laptopclinic.sg
WhatsApp: +65 8693 4994
The report should include:
- Order number
- Customer name
- Contact details
- Product name
- Clear description of the issue
- Photos or videos showing the issue
- Photos of product packaging
- Photos of courier packaging and shipping label, where applicable
- Any other information reasonably requested by us
If a report is not submitted within 3 calendar days, the item may be treated as accepted by the customer, unless otherwise required by applicable law or covered under a valid warranty term.
6. Return Review Process
All return, refund, exchange, or defective-on-arrival requests are subject to review and approval by LaptopClinic.sg.
Before any remedy is approved, LaptopClinic.sg may require the item to be sent to us or to another location confirmed by us in writing for a product condition review. This review helps us determine whether a replacement, exchange, refund, store credit, or other remedy is appropriate under this Policy.
Customers must not send, return, or hand over any item without receiving prior return instructions from LaptopClinic.sg.
The item must be provided in the condition requested by us, together with all original packaging, labels, accessories, protective materials, included parts, and proof of purchase where applicable.
LaptopClinic.sg may reject a request if the item shows signs of customer handling, external party handling, attempted fitting, misuse, modification, physical damage, missing parts, incomplete packaging, tampering, liquid exposure, electrical damage, or any condition inconsistent with the original supplied condition.
7. Approved Remedies
If LaptopClinic.sg confirms that an item was wrongly supplied by us, missing due to our fulfilment error, visibly damaged before delivery, or defective-on-arrival, we may offer one or more of the following remedies, depending on the circumstances:
- Replacement of the same item, where available
- Exchange for a suitable alternative, where agreed
- Store credit
- Partial refund
- Full refund
- Other reasonable remedy agreed in writing
The available remedy may depend on product type, stock availability, product condition, supplier support, warranty option, order history, and the nature of the issue.
LaptopClinic.sg reserves the right to determine the appropriate remedy to the maximum extent permitted by law.
8. Refund Method and Processing Time
Approved refunds will generally be processed through the original payment method where possible.
Because LaptopClinic.sg uses HitPay as a payment gateway, refund timelines may depend on HitPay, banks, card issuers, payment partners, card networks, and payment method processing requirements.
Refunds are not always immediate after approval. Processing time may vary depending on the payment method used and the relevant payment provider.
Where the original payment method is unavailable, expired, restricted, reversed, disputed, or otherwise unsuitable, we may offer an alternative refund method, store credit, or another reasonable solution at our discretion.
Any payment processing fee, bank fee, foreign exchange fee, international transaction fee, card issuer fee, chargeback fee, courier fee, handling fee, or third-party fee may be deducted where permitted by law and applicable payment rules.
9. Return Shipping Costs
Return shipping is paid by the customer unless LaptopClinic.sg confirms that the issue was caused by our fulfilment error, such as supplying the wrong item.
Customers are responsible for ensuring that returned items are packed securely and sent using a reliable shipping method with tracking.
LaptopClinic.sg is not responsible for returned parcels that are lost, damaged, delayed, misdirected, or returned without proper tracking.
If a returned item is lost or damaged during return shipping, the return request may be rejected.
10. Singapore Orders
For Singapore orders, return instructions will be provided only after a return request has been approved for review by LaptopClinic.sg.
Customers may be required to send the item by courier or arrange a pre-approved appointment-based item handover at a location confirmed by LaptopClinic.sg in writing.
Unscheduled visits, unapproved item handovers, or returns made without written instructions are not accepted. Any item sent or handed over without approval may be rejected or returned to the customer at the customer’s cost, where permitted by law.
Any self-collection or appointment-based item handover location is used only for confirmed ecommerce order arrangements. It is not a public retail shop, showroom, public customer counter, or public collection desk, and should not be visited without prior written confirmation from LaptopClinic.sg.
11. International Orders
For international orders, customers are responsible for all return shipping costs, customs forms, import/export documentation, taxes, duties, tariffs, clearance charges, brokerage fees, re-delivery charges, storage charges, and any other charges involved in returning an item to Singapore.
LaptopClinic.sg is not responsible for returned parcels that are delayed, seized, rejected, taxed, damaged, lost, or refused by customs, courier providers, or authorities.
If an international return is approved, the customer must follow our return instructions carefully. Failure to do so may result in rejection of the return request.
Shipping fees, customs charges, taxes, duties, and third-party charges are generally non-refundable unless otherwise required by law or expressly agreed by us in writing.
12. Special-Order, Rare, and Sourced-On-Request Items
Special-order, rare, discontinued, uncommon, or sourced-on-request items are generally non-cancellable, non-returnable, and non-refundable once the supplier order has been placed.
This applies even if the customer later changes their mind, no longer needs the item, finds another source, ordered the wrong item, or decides not to proceed.
Such items may only be considered for return, refund, or exchange if LaptopClinic.sg confirms that the item was wrongly supplied by us, defective-on-arrival, or materially different from what was expressly confirmed in writing.
Lead times for sourced-on-request items are estimates only and may be affected by suppliers, shipping, customs, courier delays, production batch changes, or events outside our reasonable control.
13. Order Cancellation Before Dispatch
For normal in-stock items, cancellation requests may be considered only if the order has not yet been processed, packed, dispatched, prepared for collection, or submitted for fulfilment.
A cancellation request is not guaranteed until confirmed by LaptopClinic.sg in writing.
If an order has already been processed, packed, dispatched, prepared for collection, or handed to a courier, it cannot be cancelled unless we approve otherwise in writing.
If a cancellation is approved, any applicable payment processing fee, bank fee, administrative cost, or other non-recoverable cost may be deducted where permitted by law.
14. Cancellation of Special-Order or Sourced-On-Request Items
For special-order, rare, discontinued, uncommon, or sourced-on-request items, cancellation is not allowed once the supplier order has been placed.
This applies even if the product has not yet arrived in Singapore, has not yet been delivered to the customer, or has not yet been collected.
By confirming a special-order or sourced-on-request purchase, the customer accepts that LaptopClinic.sg may commit to supplier costs, sourcing costs, logistics arrangements, and other non-recoverable obligations.
15. Failed Delivery, Refused Delivery, and Incorrect Address
Customers are responsible for providing accurate and complete delivery information.
LaptopClinic.sg is not responsible for failed delivery, delayed delivery, lost parcels, additional delivery charges, or returned parcels caused by incorrect address, missing unit number, wrong postal code, wrong phone number, customer absence, customer refusal, unpaid customs charges, delivery restrictions, or customer non-response.
If a parcel is returned to us due to customer error, failed delivery, refusal, or non-response, we may deduct the original shipping cost, return shipping cost, handling charges, payment processing charges, and any other applicable cost before considering any refund.
If re-delivery is requested, additional shipping and handling charges may apply.
16. Courier Delay, Lost Parcel, and Shipping Issues
Once an order has been handed to the courier, delivery is subject to the courier’s tracking records, delivery process, investigation process, and claim procedures.
LaptopClinic.sg will provide reasonable assistance for lost, delayed, or disputed parcels. However, we are not responsible for delay, loss, failed delivery, customs issues, import restrictions, or delivery problems caused by courier handling, customs authorities, incorrect customer information, customer absence, unpaid charges, delivery restrictions, destination country issues, or events outside our reasonable control.
For lost parcel claims, we may require the courier’s investigation outcome before deciding whether any replacement, refund, store credit, or other remedy is appropriate.
17. Payment Disputes and Chargebacks
Customers should contact LaptopClinic.sg first if there is an issue with an order, payment, refund, delivery, defective-on-arrival report, or warranty matter.
Opening a payment dispute or chargeback without first contacting us may delay resolution because the matter will be handled through the relevant payment provider, bank, card issuer, or card network process.
Where a payment dispute or chargeback is raised, we may provide order records, payment records, tracking records, delivery confirmation, communication records, product details, policy records, and other relevant evidence to the payment provider, bank, card issuer, or card network.
Any abusive, false, fraudulent, or bad-faith payment dispute may result in order cancellation, account restriction, refusal of future orders, recovery of costs, or other action permitted by law.
18. Product Warranty and Return Requests
Warranty coverage is separate from this Return & Refund Policy.
Warranty coverage varies by product and may be stated on the product page, invoice, checkout page, selected warranty option, order confirmation, or written confirmation.
Some products may allow customers to choose different warranty options at additional cost. If a customer selects a longer or extended warranty option, the selected warranty coverage will apply according to the terms shown at the time of purchase.
Submitting a warranty claim does not automatically entitle the customer to a return, refund, exchange, store credit, replacement, or any other remedy. Any remedy will depend on the product type, applicable warranty terms, item condition, supporting evidence, stock availability, supplier support where applicable, review outcome, and applicable law.
Customers should refer to our Warranty Policy for the full warranty terms, exclusions, claim requirements, and available remedies.
19. Optional Add-On Arrangements
For selected Singapore orders, LaptopClinic.sg may offer an optional add-on product handling or fitting arrangement. Any such arrangement is subject to availability, separate charges, product type, item suitability, device condition, appointment confirmation, and written confirmation by LaptopClinic.sg.
Any optional add-on arrangement is separate from the ecommerce sale of the product unless expressly stated otherwise in writing.
Issues caused by customer self-handling, external party handling, improper handling, unsuitable tools, electrical damage, liquid damage, modification, misuse, unsuitable device condition, or handling carried out outside a confirmed arrangement approved by LaptopClinic.sg are not eligible for return, refund, exchange, or store credit.
For overseas customers, LaptopClinic.sg provides parts-only ecommerce sales. Overseas customers are responsible for arranging any product fitting, handling, setup, checking, or related work in their own country at their own risk and cost.
20. Condition of Returned Items
Where a return is approved for assessment, the returned item must be in the condition requested by LaptopClinic.sg.
The item should include all original packaging, labels, accessories, protective films, included items, manuals, and proof of purchase where applicable.
We may reject a returned item if it is incomplete, damaged, altered, missing packaging, missing labels, missing accessories, tampered with, or returned in a condition different from what was approved.
If a return is rejected after assessment, the customer may be required to pay shipping costs for the item to be sent back.
21. Refunds for Delivery Fees and Other Charges
Delivery fees, international shipping fees, customs charges, taxes, duties, payment processing fees, foreign exchange fees, bank charges, card issuer fees, courier charges, handling charges, and third-party charges are generally non-refundable unless otherwise required by law or expressly agreed by LaptopClinic.sg in writing.
If a refund is approved for a product, it does not automatically mean that shipping, customs, payment, or third-party charges will also be refunded.
22. Abuse of Return or Refund Process
LaptopClinic.sg reserves the right to reject requests, cancel orders, restrict accounts, refuse future orders, or take further action where we reasonably believe there is abuse of our return, refund, warranty, or payment process.
Abuse may include false claims, repeated unreasonable claims, altered evidence, missing returned items, return of a different item, damage caused after delivery, fraudulent payment disputes, chargeback misuse, or conduct that is dishonest, misleading, abusive, or unlawful.
23. Non-Excludable Rights
Nothing in this Return & Refund Policy limits, excludes, or reduces any rights, protections, or remedies that cannot be limited, excluded, or reduced under applicable Singapore law.
Where applicable law requires LaptopClinic.sg to provide a remedy for a product that does not conform to contract, LaptopClinic.sg will handle the matter according to the relevant legal requirement, the product involved, the supporting evidence provided, and the facts of the case.
This Return & Refund Policy is intended to operate together with applicable law. It does not remove any mandatory consumer rights that may apply.
24. Updates to This Policy
LaptopClinic.sg may update, amend, or replace this Return & Refund Policy from time to time.
Any updated version will be published on the Website with a revised “Last Updated” date. The updated Policy will apply from the date it is published, unless otherwise stated.
By continuing to use the Website, placing an order, submitting a return request, submitting a refund request, requesting an exchange, or raising any order-related matter after the updated Policy has been published, you agree to the updated version of this Return & Refund Policy.
Customers should review this Policy before placing an order or submitting any return, refund, exchange, cancellation, or order-related request.
25. Contact Us
For return requests, refund requests, exchange requests, defective-on-arrival reports, wrong item reports, missing item reports, cancellation requests, payment disputes, or other order-related matters, please contact us using the details below:
LaptopClinic.sg
Operated by Esmond Solutions Pte. Ltd.
ACRA Registration No.: 202031216G
Customer Care Email: customer@laptopclinic.sg
WhatsApp: +65 8693 4994
WhatsApp is for text messages only.
Operating Hours:
Monday to Friday: 10:00am – 7:00pm
Saturday: 10:00am – 3:00pm
Closed on Sundays and Singapore public holidays.
LaptopClinic.sg operates as an ecommerce business. We do not operate a public retail shop, showroom, public customer counter, or public collection desk. Any approved self-collection, return review arrangement, or item handover arrangement is strictly by appointment only at a location confirmed by LaptopClinic.sg in writing.