Return & Refund Policy

Return & Refund Policy

At Quadralife, we are committed to delivering premium wellness experiences with the highest standards of quality and care. Please review our return and refund policy carefully, as our products are specialised wellness equipment with strict hygiene and safety considerations.

1. Change of Mind Returns

Under Singapore law, businesses are not required to offer refunds for change of mind.
However, as a courtesy:

  • Change-of-mind returns may be considered 7 days of delivery.
  • The products must be:
    • Completely unused, unfilled, and not installed
    • In original condition with all protective seals intact
    • Returned in original packaging
  • Proof of purchase is required.

Once a product is installed, or used, it is strictly non-returnable due to hygiene and safety reasons.

2. Non-Returnable Items

The following items are non-returnable and non-refundable:

  • Used and installed units
  • Customized, made-to-order, or pre-ordered units
  • Clearance or promotional items
  • Opened or installed accessories, filters, chillers, or components
  • Products damaged due to improper handling, installation, or misuse

3. Defective, Damaged, or Incorrect Items (CPFTA Compliance)

In accordance with the Consumer Protection (Fair Trading) Act, if a product is defective, damaged, or incorrect at the time of delivery:

  • Notify us within 48 hours of receipt
  • Provide clear photos or videos showing the issue and packaging
  • Do not install, fill, or use the product

Where a defect is verified, we will offer, at our discretion:

  • Repair
  • Replacement
  • Refund (where repair or replacement is not feasible)

This applies only to manufacturing defects or delivery-related damage, not wear and tear or misuse.

4. Inspection & Refund Timeline

  • Returned items will be inspected upon receipt.
  • Approved refunds will be processed within 7 business days.
  • Refunds are issued to the original payment method.
  • Original delivery, installation, and handling fees are non-refundable.

5. Return Shipping & Logistics

  • Return shipping and handling costs are the responsibility of the customer unless the return is due to a verified defect or error.
  • Our products are heavy wellness equipment; customers must ensure professional packing and transport.
  • We are not responsible for damage incurred during return transit.

6. Order Cancellations

  • Orders may be cancelled within 7 days of purchase, provided the order has not been shipped.
  • Once dispatched, cancellations are not permitted.
  • A cancellation or administrative fee may apply.

7. Warranty Coverage

Concerns arising after use are addressed under our Product Warranty, not this return policy.
Please refer to the warranty terms for servicing, repairs, or replacement of covered components.

8. Policy Updates

We reserve the right to amend this policy at any time.
The policy in effect at the time of purchase will apply.

9. Contact Us

For assistance, please contact our Wellness Support Team:

  • Email / WhatsApp: hello@quadralife.com / +65 8153 5823
  • Business Hours: Monday to Friday / 9am to 6pm