Return & Refund Policy

Our Promise: Shop with Confidence

We stand behind our toolboxes and want you to be 100% satisfied. If something isn't right, we'll make it right.

Easy Returns & Exchanges

1. When You Receive the Wrong Product

Contact us within 7 days of delivery at business@hotelretamas.com
Include your order number and photos of the incorrect item
We'll cover return shipping and send the correct product immediately

2. If You Change Your Mind

Unused, undamaged items in original packaging may be returned within 30 days
Customer pays return shipping
Refund issued upon receipt (minus any shipping costs)

Hassle-Free Refunds

1. For Lost Packages

If your tracking shows "delivered" but you haven't received it, contact us
We'll investigate with the carrier and:
- Reship your order OR
- Issue a full refund

2. For Damaged Products

Notify us within 48 hours of delivery
Send photos/video of the damage
Choose:
- Free replacement shipped ASAP OR
- Full refund

Simple Exchanges

To Exchange a Product:

Email us within 30 days of delivery
Specify desired replacement
Return original item in new/unused condition
We'll ship your new item once return is received

Note: Customer pays shipping for change-of-mind exchanges

How Returns Work

Email Us → Get return authorization
Pack Securely → Use original packaging if possible
Ship Back → Include your return slip
We Process → Refund/exchange within 3 business days

Important Notes:

Refunds appear in 5-10 business days (depending on your bank)
Sale items are final unless defective
Custom/modified products cannot be returned

Questions? Contact our support team:
📧 business@hotelretamas.com
📞 +65 8192 3050 (Mon-Fri 9AM-6PM SGT)

Key Features of Our Policy:
✔ Clear Timeframes - No guessing games
✔ Photo Evidence - Speeds up resolution
✔ Flexible Options - Choose refund or replacement
✔ Transparent Costs - Know what you'll pay upfront