Return / Refund Policy

For Returns & Exchanges

1. The good/s I have received are faulty or different from my order. What should I do?

You are strongly encouraged to check the product immediately upon receipt and may reject the order on the spot if you find out that the product is faulty or different than those in your order.

In the unlikely event of such a circumstance, please contact our customer service hotline at +65 6580 8358 (Mondays to Saturdays, 9am to 7pm), or drop us an email at enquiry@starwater.sg within 48 hours. Our friendly customer service representative will contact you to find out the issue/s to re-send you the correct product/s, or to arrange for a 1-to-1 exchange as part of our product warranty.

Kindly ensure the product is kept in its original packaging and original condition with the receipt/tax invoice attached before proceeding to return to us.

2. I have purchased a unit and used it for a few days. Can I return it for an exchange or refund?

Unfortunately, products that have been used cannot be accepted for any exchange or refund.

For Cancellations

3. I have changed my mind and want to cancel my purchase. What options do I have?
If you wish to cancel your purchase, you may do so within 72 hours of your confirmed order. Kindly return to your account set up in our e-shop and select “Cancel Order” form the menu. You will receive an email acknowledging your cancellation. There will be no cancellation or administrative fees charged. Cancellation of purchases beyond 72 hours after your confirmed order will not be possible as the product/s would have been shipped out.

If you wish to return your purchase after receiving the product/s, you will have to bear the delivery charges for the product/s to be returned to either our warehouse in China or Singapore. A cancellation fee of SG$200 will be chargeable, and this amount will be deducted from the total costs of your purchase.

Alternatively, for purchases made in Singapore, the return of product/s is accepted at our office at No. 1 Kaki Bukit Road 1, #02-12, Enterprise One , Singapore 415934, from Mondays to Fridays, 9am to 5pm. For purchases made in China, the return of product/s is accepted at our office at Silver Building, Unit 1605, 16 Floor, No. 218, Xizang South Road, Huangpu District, Shanghai, 200021, from Mondays to Fridays, 9am to 5pm. If collection from customer is requested for, the customer will have to bear all delivery charges, transport fees and any resulting collection and/or service fees required.

All products returned will be accepted in accordance with our online Return Policy:

All returns must be registered through a Returns Form and acknowledged by our customer service via email. The product/s must be accompanied with the sales invoice which shows the date of purchase and serial number clearly printed on it for verification. The condition of the product/s must be unused and in original condition with original packaging along with all accessories or user manuals which came with it.

All refunds will be completed within 60 days from the cancellation acknowledgement from our customer service, and funds returned through PayPal.

4. Can I return a product that was bought on promotion?
Yes. If you wish to return your purchase after receiving the product/s, you will have to arrange for delivery and bear the delivery charges for the product/s to be returned to either our warehouse in China or Singapore. A cancellation fee of SG$200 will be chargeable, and this amount will be deducted from the total costs of your purchase.

Alternatively, for purchases made in Singapore, the return of product/s is accepted at our office at No. 1 Kaki Bukit Road 1, #02-12, Enterprise One  Singapore 415934, from Mondays to Fridays, 9am to 5pm. For purchases made in China, the return of product/s is accepted at our office at Silver Building, Unit 1605, 16 Floor, No. 218, Xizang South Road, Huangpu District, Shanghai, 200021, from Mondays to Fridays, 9am to 5pm. If collection from customer is requested for, the customer will have to bear all delivery charges, transport fees and any resulting collection and/or service fees required.

Our return policy applies to products purchased during promotions.

All returns will be accepted in accordance with our online Return Policy:

All returns must be registered through a Returns Forms and acknowledged by our customer service via email. The product/s must be accompanied with the sales invoice which shows the date of purchase and serial number clearly printed on it for verification. The condition of the product/s must be unused and in original condition with original packaging along with all accessories or user manuals which came with it.

If the purchase came with a free gift, it must be returned as well in an original, unused condition. In the event that the product has been used, the net amount refunded will be reduced by the full retail price of the free gift.

All refunds will be completed within 60 days from the cancellation acknowledgement from our customer service, and funds returned through PayPal.

5. What is the return policy for products that have been shipped regionally or internationally?
In the event of any unforeseen circumstances of lost parcels during International Delivery, we regret that we do not offer refunds as we have no control over overseas postal service.

However, should you have a change of mind and would like to make a return, you will have to bear the delivery charges for the return of the product/s and in accordance to our Return Policy:

All returns must be registered through a Returns Form and acknowledged by our customer service via email. The product/s must be accompanied with the sales invoice which shows the date of purchase and serial number clearly printed on it for verification. The condition of the product/s must be unused and in original condition with original packaging along with all accessories or user manuals which came with it.

Alternatively, for purchases made in Singapore, the return of product/s is accepted at our office at No. 1 Kaki Bukit Road 1, #02-12, Enterprise One Singapore 415934, from Mondays to Fridays, 9am to 5pm. For purchases made in China, the return of product/s is accepted at our office at Silver Building, Unit 1605, 16 Floor, No. 218, Xizang South Road, Huangpu District, Shanghai, 200021, from Mondays to Fridays, 9am to 5pm. If collection from customer is requested for, the customer will have to bear all delivery charges, transport fees and any resulting collection and/or service fees required.

If collection from customer is requested for, the customer will have to bear all delivery charges, transport fees and any resulting collection and/or service fees required.

6. How will I be refunded and how long does it take?

All refunds will be completed within 60 days from the cancellation acknowledgement from our customer service, and funds returned through PayPal.

If the payment was via Paypal, refund will be made to your Paypal account within 60. If the payment was via Credit Card, refund will be made to your Credit Card within 60 days.