Refund policy

We want you to be happy with your purchase. As many of our products are made to be installed, we handle most after-sales requests by exchange rather than refund. Please read this policy before ordering.

1. No change-of-mind returns

We do not accept returns or give refunds for change of mind, wrong size or model chosen, or items that no longer suit your space. Please check dimensions, cut-outs, gas type (PUB or LPG) and compatibility with your contractor before ordering. Our sales team is happy to help you confirm this at sales@luckykhoon.com.sg.

2. Exchanges

We may, at our discretion, offer an exchange for a different model or product. To be eligible:

  • You must contact us within 7 days of delivery or collection.
  • The item must be unused, not installed, and in its original, undamaged packaging with all accessories, manuals and parts.
  • You must provide your order number or proof of purchase.

If the exchange item costs more, you pay the difference. If it costs less, the difference will be issued as store credit. Collection and redelivery charges for exchanges are borne by the customer unless the item was faulty or we sent the wrong item.

Items sent back without our prior written approval will not be accepted. We may reject any returned item that is used, installed, incomplete or damaged, in which case it will be returned to you at your cost.

3. Items that cannot be exchanged

  • Items that have been installed, fitted, cut, connected to water or gas, or used
  • Sale, clearance, off-season, display and ex-showroom items
  • Special-order, custom-made or pre-order items ordered specifically for you
  • Consumables and items with hygiene seals that have been opened

This does not affect your rights if the item is faulty (see section 4).

4. Faulty, damaged or wrong items

Please inspect your order as soon as possible after delivery or collection. If you were present, note any visible damage on the delivery order before signing. If the delivery was made without anyone present, our delivery photos will be used as the record of the items' condition when they were dropped off.

Tell us within 48 hours of delivery if an item is damaged, has missing parts, or is not what you ordered, with photos of the item and packaging. If we confirm the issue happened before or during delivery, we will arrange a replacement or the correct item at no cost to you. We cannot accept claims for damage that occurs after delivery, such as on a renovation site or during installation.

If a product develops a fault, please contact us or the brand's service centre. Most products carry a manufacturer's warranty (see our Terms of Service). Where a fault is covered by Singapore's Consumer Protection (Fair Trading) Act (the Lemon Law), we will first repair or replace the item. A refund or partial refund is only given where repair or replacement is not possible, is disproportionate, or cannot be done within a reasonable time.

5. Packages and purchase-with-purchase (PWP) items

Package and PWP prices are only available when the items are bought together. If one item in a package or PWP deal is exchanged for a different model, the price will be recalculated at the prevailing individual prices.

6. Order cancellations

You may cancel an order free of charge before it has been confirmed for delivery or before a special order has been placed with our supplier. After that, cancellations are at our discretion and may be issued as store credit. Pre-order and special-order items cannot be cancelled once ordered from the supplier.

7. Refunds

Where a refund is approved (for example, a cancellation we accept, an item we cannot supply, or where required by law), it will be made to your original payment method, less any non-refundable charges already incurred such as delivery. Please allow 7 to 14 working days for your bank or card issuer to process it.

Contact

To request an exchange or report an issue, email sales@luckykhoon.com.sg with your order number and photos.