Return & Refund Policy

Thank you for shopping at Xclusive Home. We are confident that you will be delighted with the quality and value of our products.

Subject to reasons acceptable by Xclusive Home and together with valid proof of purchase, you may request a return within 3 days from the date of receipt of the product. Approved refunds will be made using the same payment method originally used for the purchase, unless otherwise determined by Xclusive Home.

By placing an order or making a purchase at Xclusive Home, you agree to these Sales & Refund Terms and Conditions, together with all other applicable Xclusive Home policies.

Return Eligibility

We will not accept returns or issue refunds for any product that, in our reasonable opinion, has become of unacceptable quality due to:

  • Fair wear and tear

  • Misuse or abnormal usage

  • Failure to take reasonable care

Items Not Eligible for Return

The following items are strictly non-returnable:

  • Items marked as Clearance or any form of Display Items

  • Showroom display sets

  • Indent products (custom-made or made-to-order items)

  • Discontinued items

The Return Process

Once a return request is approved, our servicing team will contact you to arrange the collection of the item.

Xclusive Home reserves the right to decline any return or refund if the product is not in:

  • Brand-new condition

  • Original condition

  • Original packaging

Items returned without original packaging may be damaged or soiled during transit.

Re-Packaging & Transport Fees

If Xclusive Home agrees, at its discretion, to accept a return without original packaging:

  • A minimum re-packaging fee of $50 will apply

  • A transport fee of $80 will apply

In such cases, customers are responsible for ensuring the product is securely packaged to prevent damage during transit.

The Refund Process

Approved refunds will be processed after:

  • Receipt of the returned item

  • Verification of the item’s condition

All refunds may take up to 21 working days to process and will be credited back to the original payment method. Xclusive Home reserves the right to change the refund method where necessary.

Third-Party Payment Charges

Refunds processed via third-party payment providers (including but not limited to VISA, Mastercard, Diners, AMEX, GrabPay) or alternative payment arrangements (including deferred, instalment, or credit payments) will be subject to:

  • Applicable merchant and processing fees

Such charges will be deducted from the refund amount and will not be borne by Xclusive Home.

Order Cancellation

If you wish to cancel your order, you must notify Xclusive Home at least 5 working days (Monday–Friday) before the agreed delivery date.

A cancellation fee of up to 50% may apply to cover administrative and processing costs.

Please note:

  • Display sets and clearance items are non-refundable and non-cancellable once purchased

Restocking Fee

Any cancellation made within 5 working days of the agreed delivery date will be subject to:

  • A restocking fee of $200, and/or

  • Up to 50% administrative and processing fees

Orders with Discount Vouchers or Promotional Discounts

Orders placed using discount vouchers or promotional discounts:

  • Cannot be cancelled once confirmed

If any item(s) in such orders are cancelled, refunds (if applicable) will be based on the Paid Sales Order value, less applicable restocking and cancellation fees.

Free Gifts & Lucky Draw Items

In the event of a cancellation:

  • Any free gift or lucky draw item provided with your order must be returned to Xclusive Home

Failure to return such items may result in additional deductions from the refund amount.

Damage, Repair & Servicing Enquiries

For all damage, defect, repair, or servicing-related enquiries, customers must contact our Servicing Department directly.

Servicing Contact (WhatsApp – Message Only)

📲 WhatsApp: +65 9785 0877
👤 Servicing Officer: Violet

Please include the following details in your message:

  • Sales order number

  • Contact phone number

  • Product name and description of the issue

  • Confirmation of delivery address

Photo / Video Requirement

Please provide either two photos or one video:

  1. A full photo of the furniture with the affected area clearly circled

  2. A close-up photo of the affected area

All servicing requests are subject to inspection, verification, and approval by the servicing department.