Return and Exchanges

MLV Home's Return and Exchanges Policy

MLV Home – Returns & Exchanges Policy

Returns & Exchanges Policy

Effective Date: [Insert Date]
Last Updated: [Insert Date]

Important Notice

All MLV Home products are sold and fulfilled through our trusted marketplace partners: Shopee and Lazada. This means:

✓ All returns and exchanges are processed through the platform where you placed your order
✓ You are protected by Shopee Guarantee or Lazada Buyer Protection
✓ Return shipping and refunds are handled by the respective marketplace
✓ Each platform has specific procedures and timelines that must be followed

This document outlines MLV Home’s return policies. Please also refer to Shopee’s and Lazada’s official return policies for complete details.

1. General Return & Exchange Policy

1.1 Standard Products (Power Tools, Hardware, Non-Custom Items)

Eligibility Period: 7-14 days from delivery (varies by marketplace)

Conditions for Returns:

Product must be unused, in original condition
Original packaging must be intact and undamaged
All accessories, manuals, and components must be included
Product must not show signs of installation or use
Warranty seals (if any) must be unbroken

Valid Reasons for Return/Exchange: ✓ Product is defective or damaged upon arrival
✓ Wrong item received (different from order)
✓ Missing parts or accessories
✓ Product does not match description
✓ Change of mind (subject to platform policy and may incur fees)

1.2 Custom-Made Products (Curtains, Blinds, Made-to-Measure Items)

Important: Custom-made products are manufactured specifically to your provided measurements and specifications.

Return Policy:

Cannot be returned for change of mind, incorrect measurements provided by customer, or buyer’s remorse
Can be returned only if there is a manufacturing defect, wrong product received, or damage during delivery

Before You Order Custom Products:

Double-check all measurements using our measurement guide
Verify fabric/color selections (request samples if uncertain)
Confirm specifications before finalizing order
Contact us if you have any questions: (+65) 8837 9791

Measurement Errors: If you provided incorrect measurements:

Remake may be possible at additional cost (customer’s expense)
We review all custom orders before production and will contact you if measurements seem unusual
Professional measuring services are available upon request

Manufacturing Defects: If the custom product has a manufacturing defect:

Contact us immediately upon delivery
Provide photos of the defect
We will arrange for inspection and remake at no cost

2. How to Initiate a Return or Exchange

Step 1: Check Eligibility

Ensure you are within the return window (7-14 days from delivery)
Verify that your reason qualifies for return/exchange
Check product condition meets requirements

Step 2: Contact the Appropriate Party

For Shopee Orders:

Log in to your Shopee account
Go to “My Purchases”
Select the order you wish to return
Click “Return/Refund”
Follow the on-screen instructions
OR contact us directly on Shopee chat for assistance

For Lazada Orders:

Log in to your Lazada account
Go to “My Orders”
Select the order you wish to return
Click “Return Items”
Follow the on-screen instructions
OR contact us directly on Lazada chat for assistance

For Direct Assistance: Contact MLV Home:

Phone: (+65) 8837 9791 / (+65) 8093 8136
Email: enquiry.iworx@gmail.com
WhatsApp: +65 8837 9791

We will guide you through the marketplace return process.

Step 3: Prepare the Product

Repack product in original packaging
Include all accessories, manuals, and components
Do not write on or damage original packaging
Ensure product is clean and in resellable condition

Step 4: Arrange Return Shipping

Follow marketplace instructions for return shipping
Keep tracking information for your records
Shopee/Lazada may arrange pickup or provide return labels
Return shipping may be free or charged depending on reason and platform policy

Step 5: Receive Refund or Exchange

Refunds are processed after we receive and inspect the returned item
Processing time: 3-14 days (varies by marketplace)
Refund will be credited to original payment method
You will receive email confirmation when refund is processed

3. Product-Specific Return Policies

3.1 Power Tools & Equipment

Return Window: 7-14 days from delivery

Acceptable Returns: ✓ Defective upon arrival (DOA – Dead on Arrival)
✓ Manufacturing defects discovered within return window
✓ Wrong model or specifications received
✓ Damaged during shipping
✓ Missing accessories or parts

Not Acceptable for Return: ✗ Tools that have been used (even once)
✗ Damaged due to improper use or installation
✗ Normal wear and tear
✗ Buyer’s remorse after testing/using the tool
✗ Broken warranty seals (unless testing was necessary to identify defect)

Testing Policy:

You may open packaging to verify product matches description
Do not install batteries, plug in, or operate the tool if you intend to return it
For suspected defects, contact us first before testing

Warranty vs. Returns:

Manufacturing defects discovered after the return window should be claimed under warranty
See warranty section below for details

3.2 Custom Curtains & Blinds

Return Window: Must report issues within 7 days of delivery

Acceptable Returns/Remakes: ✓ Manufacturing defects (wrong fabric, incorrect stitching, hardware defects)
✓ Wrong product delivered (different from order)
✓ Damage during shipping
✓ Significant color variation from approved sample
✓ Measurements incorrect due to our production error

Not Acceptable for Return: ✗ Customer provided wrong measurements
✗ Change of mind after production
✗ Minor color variations (fabric dye lots may vary slightly)
✗ Fabric stretched or damaged due to improper installation
✗ Customer installed product before inspection

Before Installation:

Unpack and inspect curtains/blinds immediately upon delivery
Verify measurements match your order
Check fabric/color against your selection
Test hardware operation (without installation)
Report any issues before installation
Take photos if defects are found

After Installation:

Returns are generally not accepted once product has been installed
Exception: Hidden manufacturing defects that only become apparent during installation
Contact us immediately if installation reveals defects

3.3 Starter Kits & Bundles

Return Window: 7-14 days from delivery

Full Bundle Returns:

Entire bundle must be returned together
All items must be unused and in original packaging
Partial returns of individual items not accepted

Defective Items in Bundle:

If one item in bundle is defective, we may replace just that item
Contact us to arrange replacement of defective component

3.4 Sale, Clearance, or Promotional Items

Return Policy: Subject to marketplace policies

Some sale items may be marked “non-returnable”
Check product listing for specific return conditions
Defective items can still be returned regardless of sale status
Promotional bundles follow bundle return policy above

4. Exchanges

4.1 Exchange for Same Product

If you receive a defective or damaged product:

We will exchange for the same product (same model, specifications)
No additional cost to you
Return shipping covered by MLV Home/marketplace
Exchange processed within 5-7 business days of receiving returned item

4.2 Exchange for Different Product

If you want to exchange for a different product:

Process a return and place a new order
Subject to price differences and availability
May incur return shipping fees
No guarantee of price matching if new product costs more

4.3 Exchange for Custom Products

Custom curtains and blinds cannot be exchanged for different specifications unless there was an error on our part.

5. Refund Policy

5.1 Refund Processing Time

After we receive the returned item:

Inspection: 1-3 business days
Refund approval: 1-2 business days
Marketplace processing: 3-14 days (varies by platform and payment method)

Total Time: Typically 5-14 business days from when we receive the return

5.2 Refund Methods

Refunds will be issued to the original payment method:

Credit/debit card: 5-10 business days
PayNow: 3-5 business days
Online banking: 3-7 business days
GrabPay/other e-wallets: 3-5 business days

5.3 Partial Refunds

We may issue partial refunds in the following situations:

Product shows signs of use beyond inspection
Original packaging is damaged or missing
Accessories or components are missing
Product is returned outside the return window but we accept on goodwill basis

Partial refund amounts:

Missing accessories: Cost of accessories deducted
Damaged packaging: 10-15% deduction
Signs of use: 20-30% deduction
Outside return window: Case-by-case basis

5.4 Non-Refundable Amounts

The following are typically non-refundable:

Shipping fees (unless product is defective/wrong item)
Return shipping fees (unless product is defective/wrong item)
Customization fees for custom products
Installation fees (if applicable)

6. Defective Products & Warranties

6.1 Receiving a Defective Product

Immediately upon delivery:

Inspect packaging for visible damage
Open and test product within 24-48 hours
Document defects with photos/videos
Contact us or the marketplace within 7 days

For Power Tools:

Test basic operation (does it power on? Any unusual sounds?)
Check for visible damage or missing parts
Verify all accessories are included

For Curtains/Blinds:

Verify measurements match your order
Check fabric for defects, tears, or stains
Test hardware operation (rollers, cords, mechanisms)
Inspect stitching and finishing

6.2 Manufacturer Warranty

Coverage: All power tools come with manufacturer warranty:

iWorx tools: Typically 12-24 months (check specific product)
Covers manufacturing defects and workmanship issues
Does not cover normal wear, misuse, or accidents

How to Claim Warranty:

Contact MLV Home with proof of purchase
Provide product details and description of issue
We will guide you through warranty claim process
May require return of product for inspection/repair
Warranty claims processed through marketplace or manufacturer

Warranty vs. Return:

Within return window (7-14 days): Choose return or warranty claim
After return window: Must use warranty claim process
Returns offer faster refunds; warranty may offer repair or replacement

6.3 Curtain & Blind Warranties

Manufacturing Warranty:

Fabric defects: 12 months
Hardware/mechanism defects: 12 months
Workmanship (stitching, finishing): 12 months

Not Covered by Warranty: ✗ Fabric fading due to sun exposure (normal wear)
✗ Damage from improper cleaning
✗ Damage from improper installation
✗ Damage from pets or accidents
✗ Normal wear and tear

7. Damaged or Lost in Transit

7.1 Damaged During Shipping

If package arrives visibly damaged:

Take photos of damaged packaging before opening
Document any product damage with photos
Contact the marketplace courier immediately
Report to MLV Home within 24 hours
Do not discard packaging (needed for investigation)

We will:

File claim with courier service
Arrange immediate replacement at no cost
Process full refund if replacement not desired

7.2 Lost or Non-Delivery

If order shows “delivered” but you didn’t receive it:

Check with household members and neighbors
Verify delivery address was correct
Contact the courier service
Report to marketplace within 48 hours

If confirmed lost:

Full refund or replacement will be provided
No cost to you
Processed through marketplace buyer protection

8. Wrong Item Received

8.1 We Sent Wrong Product

If you receive a product different from what you ordered:

Do not open or use the product
Contact us immediately with photos
We will arrange collection of wrong item
Correct item will be sent at no additional cost
No return shipping fees charged

8.2 Wrong Custom Specifications

If custom curtains/blinds don’t match your confirmed order:

Report immediately (before installation)
Provide photos and order details
We will verify against your order
Remake will be produced at no cost if error is ours

9. Change of Mind / Buyer’s Remorse

9.1 Standard Products

Change of mind returns may be accepted subject to:

Product is completely unused and in original condition
Within return window (7-14 days)
Original packaging intact
Return shipping fees may apply (buyer’s expense)
Subject to marketplace policy approval

Return shipping costs:

Typically $5-$15 depending on product size and weight
Deducted from refund amount or charged separately

9.2 Custom Products

Custom-made products cannot be returned for change of mind.

These are manufactured specifically to your specifications and cannot be resold.

Before ordering custom products:

Request fabric samples to verify colors
Double-check all measurements
Confirm specifications with us if uncertain
Contact us for free consultation: (+65) 8837 9791

10. Restocking Fees

MLV Home does not charge restocking fees for:

Defective products
Wrong items sent
Damaged products

Restocking fees may apply for:

Change of mind returns (typically 10-15% of product value)
Returns outside the standard return window accepted on goodwill basis
Product opened/packaging damaged unnecessarily

Restocking fees are determined by the marketplace platform and will be clearly communicated before you confirm the return.

11. Return Shipping

11.1 Who Pays for Return Shipping?

MLV Home/Marketplace Covers Return Shipping: ✓ Defective or damaged products
✓ Wrong item sent
✓ Product doesn’t match description
✓ Missing parts or accessories

Customer Pays Return Shipping: ✗ Change of mind
✗ Ordered wrong size/model
✗ No longer needed
✗ Found cheaper elsewhere

11.2 Return Shipping Methods

Shopee and Lazada will provide return shipping labels or arrange pickup
Follow marketplace instructions for return shipping
Keep tracking information until refund is received
Self-arranged return shipping not recommended (may void buyer protection)

12. Contact MLV Home for Returns Support

We’re here to make the return process as smooth as possible.

Before Initiating a Return: Contact us first—we may be able to resolve the issue without a full return:

Missing parts: We can send replacements
Minor defects: We may offer partial refund
Installation questions: We provide guidance and support

How to Reach Us:

📞 Phone: (+65) 8837 9791 / (+65) 8093 8136
✉️ Email: enquiry.iworx@gmail.com
💬 WhatsApp: +65 8837 9791
🛍️ Shopee Chat: Message us on our Shopee store
🛍️ Lazada Chat: Message us on our Lazada store

Business Hours:
Monday – Friday: 9:00 AM – 6:00 PM
Saturday: 9:00 AM – 2:00 PM
Sunday: Closed

Response Time:
We typically respond within 24 hours (same business day for urgent issues)

13. Special Circumstances

13.1 Bulk Orders

For bulk or contractor orders (10+ units):

Custom return terms may apply
Contact us before ordering to discuss return policy
Extended warranty options may be available

13.2 Gifts

If you received a product as a gift:

Returns can be processed by the gift recipient
Refund will be issued to original purchaser’s payment method
Gift recipient may receive store credit instead of refund (by arrangement)

13.3 Multiple Items in One Order

You can return individual items from a multi-item order
Each item is assessed separately for return eligibility
Shipping fees may be allocated proportionally

14. Customer Responsibilities

To ensure smooth returns, customers must:

✓ Inspect products immediately upon delivery
✓ Report defects within 7 days
✓ Keep all original packaging for potential returns
✓ Follow proper return procedures through the marketplace
✓ Provide accurate information and photos when reporting issues
✓ Return products in original, unused condition
✓ Respond to our communication requests promptly
✓ Not install custom products before inspection

15. Marketplace Buyer Protection

15.1 Shopee Guarantee

All purchases on Shopee are protected by Shopee Guarantee:

Payment held by Shopee until you confirm receipt
Easy return and refund process
Dispute resolution support
Full details: https://help.shopee.sg/portal/article/77146

15.2 Lazada Buyer Protection

All purchases on Lazada are protected by Buyer Protection:

Secure payment processing
15-day return policy (for eligible products)
Free returns for defective items
Full details: https://www.lazada.sg/helpcenter/

16. Frequently Asked Questions

Q: Can I return a product if I opened the box?
A: Yes, you can open the packaging to inspect the product. However, the product itself must remain unused, and all packaging materials should be retained.

Q: How long does it take to get my refund?
A: Typically 5-14 business days from when we receive the returned item. This includes inspection time and marketplace processing.

Q: Can I exchange for a different color or model?
A: It’s best to process a return and place a new order for the different product. This ensures you get the correct item faster.

Q: What if my custom curtains are slightly off in measurements?
A: Contact us immediately with measurements. If the error is on our end, we’ll remake at no cost. If measurements were provided incorrectly by you, remake fees may apply.

Q: I missed the return window by a few days. Can I still return?
A: Contact us to discuss. We may accept late returns on a case-by-case basis, but this is not guaranteed.

Q: Who do I contact for Shopee/Lazada order issues?
A: You can contact either MLV Home directly or the marketplace customer service. We recommend contacting us first for faster, personalized assistance.

Q: Can I return only one item from a starter kit?
A: Generally no—kits must be returned complete. If one item is defective, we may replace just that component.

Q: Do you offer store credit instead of refunds?
A: Currently, refunds are processed through the marketplace to your original payment method. Store credit may be arranged on a case-by-case basis—contact us to discuss.

17. Policy Updates

This Returns & Exchanges Policy may be updated periodically to reflect:

Changes in marketplace policies
New product categories
Improved customer service procedures
Legal or regulatory requirements

When we update this policy:

The “Last Updated” date will be changed
Material changes will be highlighted on our website
Existing orders are subject to the policy in effect at time of purchase

18. Dispute Resolution

If you have a concern about a return or exchange:

Step 1: Contact MLV Home directly—we resolve most issues quickly
Step 2: Use marketplace dispute resolution if needed
Step 3: Contact Consumers Association of Singapore (CASE) if unresolved

CASE (Consumers Association of Singapore)
Website: https://www.case.org.sg
Hotline: 6100 0315

We are committed to fair and reasonable resolutions and will work with you in good faith.

Final Note

At MLV Home, customer satisfaction is our priority. While we have policies in place to protect both customers and our business, we always aim to be fair, understanding, and helpful.

If you have any questions about returns or exchanges, please contact us before initiating a return. We’re here to help!

📞 (+65) 8837 9791 / 8093 8136
✉️ enquiry.iworx@gmail.com
💬 WhatsApp: +65 8837 9791

MLV Home
Building Better Homes, Together

This policy is governed by the laws of Singapore and works in conjunction with Shopee and Lazada marketplace policies.