Refund policy
At Hub of Fam, we carefully check orders before they are shipped. As our products are sourced from our suppliers specifically for customer orders, we do not accept returns or exchanges for change of mind, incorrect selection, or personal preference.
Please review your order carefully before completing your purchase.
1. No Change-of-Mind Returns
We do not accept returns or exchanges for:
- Change of mind
- Incorrect size selected
- Incorrect colour or design selected
- No longer wanting the product
- Product not matching personal preference
- Products that have been opened, used, washed, assembled or altered
- Differences in colour caused by screen/device settings
- Minor variations in product appearance, printing or packaging
- Diapers, pillows, toys and other personal-use or hygiene-related products
All sales are final unless the item qualifies for an issue covered under this policy or applicable Singapore consumer law.
2. Damaged, Incorrect or Missing Items
If you receive an item that is:
- Damaged during delivery
- Defective upon arrival
- The wrong product
- Missing an essential component or part
- Missing an item that was included in your order
please contact us within 3 calendar days of delivery.
To help us resolve the issue quickly, please provide:
- Your order number
- Clear photos of the product
- Photos of the packaging
- A short video showing the issue, where applicable
We may request additional information or photos/videos before approving a replacement or other appropriate remedy.
3. Machinery / Equipment / Products With Parts
For machinery, equipment, electronic products, or products containing mechanical components, if the item arrives damaged, defective, or with missing parts, please contact us within 3 calendar days of delivery.
Depending on the issue, we may provide:
- Replacement parts
- Product replacement
- Repair or troubleshooting assistance
- Another appropriate remedy
The remedy will depend on the nature and severity of the issue.
4. Diapers, Pillows, Toys & Other Products
For diapers, pillows, toys, clothing, bedding, personal-care items and other general products, we do not accept returns simply because the customer:
- Does not like the product
- Changes their mind
- Chooses the wrong size/design
- Finds the product different from what they expected
However, if you receive the wrong item, a materially defective item, or an item that was damaged before or during delivery, please contact us within 3 calendar days so we can assess the issue and provide an appropriate solution.
5. Wrong Item Received
If we send you an incorrect product, please contact us within 3 calendar days of delivery.
After verification, we will arrange an appropriate solution, which may include a replacement or other remedy.
6. Missing Parts or Accessories
If an essential part or accessory is missing from your order, contact us within 3 calendar days of delivery.
Please provide photographs of everything received, including the product packaging where possible.
We will work with our supplier to arrange the appropriate solution.
7. Unboxing Evidence
For higher-value, fragile, mechanical or multi-part products, we strongly recommend recording a continuous unboxing video from the moment the package is unopened until the product and its contents have been fully checked.
This helps us verify damage, missing parts or incorrect items and may be required when investigating certain claims.
8. How to Contact Us
For an eligible product issue, please contact us through our customer service channel with:
Order Number:
Product Name:
Date Received:
Description of Issue:
Photos/Videos:
Please contact us within 3 calendar days of receiving your order for prompt assessment.
9. Assessment of Claims
All claims are subject to verification.
We reserve the right to request photographs, videos, packaging information or other evidence necessary to determine the nature of the issue.
If an issue is confirmed, Hub of Fam will provide an appropriate remedy in accordance with this policy and applicable Singapore law.
10. Important Note
This policy does not exclude or restrict any rights or remedies that cannot legally be excluded under applicable Singapore law.