Refund policy

Returns & Exchanges

At KOYAMA, please check the model, dimensions, wattage, light colour and system compatibility before ordering. Contact us if you need help selecting the correct product.

Change of mind and incorrect selection

We do not accept returns or exchanges because you changed your mind or selected the wrong item, size, colour, wattage or specification. This does not apply where we supplied the wrong item, the goods were misdescribed, or you have a remedy under applicable law.

Report an issue within 14 days

Please inspect your order on receipt and contact us within 14 days of delivery if an item is damaged, defective, incomplete or incorrect. For faults discovered later, contact us promptly after discovery. The 14-day notification request does not limit statutory rights or any applicable warranty.

Packaging, installation and customised products

For any discretionary return or exchange that KOYAMA expressly agrees to, the product must be unused, uninstalled and complete, with intact original packaging. Products with missing or damaged original packaging, signs of use or installation, or products that have been customised, cut or modified are not eligible for discretionary returns or exchanges.

These conditions do not remove your legal rights in relation to defective, damaged, misdescribed or incorrectly supplied goods. A claim will not be rejected solely because packaging has been opened or discarded, or because installation, customisation or cutting occurred before a fault was discovered. Damage caused by misuse, incorrect installation or modification is assessed separately from an existing product defect.

How to contact us

Email info@koyama.store or WhatsApp +65 8965 2378. Please provide your order number or proof of purchase, delivery date, model and a description of the issue. Include photographs or a video where helpful, and photographs of delivery damage and packaging if available.

Please contact us before sending goods back so we can arrange the appropriate assessment and return instructions. Keep the item, accessories and packaging where possible. Do not continue using a product that appears unsafe.

Assessment and remedies

We will assess the issue and arrange the appropriate remedy in accordance with applicable Singapore law. Depending on the circumstances, this may include repair or replacement, or a price reduction or refund where the legal conditions are met. A report does not automatically result in a refund, and our assessment does not override your statutory rights.

Where required by law, necessary costs of the remedy will be borne by KOYAMA. Please contact us to agree suitable return arrangements before incurring shipping costs. Any charges for a discretionary arrangement will be explained before you agree to it. If a refund is due, we will confirm the amount, method and expected processing time; bank or payment-provider processing may affect when it appears.

Your rights under Singapore law

Nothing in this policy excludes or restricts rights or remedies available under applicable Singapore law, including the Consumer Protection (Fair Trading) Act and its provisions for non-conforming goods, where applicable. Statutory remedies are distinct from change-of-mind requests.

For orders placed on Shopee, please also use the order-support process on Shopee and observe its applicable deadlines.