As a Singapore-based e-commerce retailer specializing in clothing, BROAD VISTA PTE. LTD. (“we,” “us,” or “our”) strives to ensure your satisfaction with every purchase. This Return Policy outlines clear guidelines for returning clothing items, covering eligibility, timelines, processes, and refunds—designed to make returns simple, fair, and transparent for both domestic (Singapore) and international customers. We ask that you review these terms carefully before initiating a return, as they apply to all purchases made through our website or mobile app.
1. Eligible Items for Return
To qualify for a return, clothing items must meet the following criteria:
- Unworn & Unwashed: Items must be in their original, unused condition—no signs of wear (e.g., stretched fabric, makeup stains, perfume odors) or laundering. This is critical for hygiene and resale purposes, especially for intimate apparel (e.g., bras, undershirts) and delicate fabrics (e.g., silk, lace).
- Original Packaging & Tags: All original tags (size labels, brand tags) must be attached, and items must be returned in their original packaging (e.g., cloth bags for delicate dresses, plastic sleeves for t-shirts). Missing tags or packaging may result in a rejected return.
- Non-Final Sale: Items marked “Final Sale” (e.g., clearance items, limited-edition collections) are not eligible for return, refund, or exchange. This is clearly indicated on the product page at checkout.
- Defect/Error Validation: For returns due to manufacturing defects (e.g., broken zippers, uneven stitching) or order errors (e.g., wrong size/style sent), we require photos of the issue to verify eligibility (see Section 5 for details).
2. Return Timeframe
We enforce strict return timelines to ensure efficient processing:
- Domestic Customers (Singapore): You must initiate a return request within 14 days of receiving your order. Returns received after this period will not be processed, and items may be sent back to you at your expense.
- International Customers: Due to longer shipping times, international customers have 21 days from the date of delivery to start a return. We recommend using a tracked shipping service to ensure we receive the return within this window.
- Pre-Order Items: Follow the same timelines as standard orders—14 days (domestic) or 21 days (international) from the date you receive the pre-ordered item, not the order placement date.
3. How to Initiate a Return
Initiating a return is a straightforward, online process:
- Log In to Your Account: Access your BROAD VISTA account and navigate to the “Order History” section.
- Select the Order: Find the order containing the item(s) you want to return and click “Request Return.”
- Provide Details: Choose the reason for return (e.g., “Wrong Size,” “Manufacturing Defect”), select the specific item(s), and add any relevant notes (e.g., “Received size M instead of L”). For defective items, upload 2–3 clear photos (showing the defect and original tags) as proof.
- Receive Return Label: Once your request is approved (typically within 1 business day), we will send a pre-paid return label to your registered email address (for domestic returns) or instructions for shipping (for international returns).
- Ship the Item: Pack the item(s) securely, attach the return label (if provided), and drop it off at the designated courier location (e.g., SingPost for domestic, DHL for international). Keep the shipping receipt/tracking number for reference.
4. Return Shipping Costs
Return shipping costs vary by customer location and return reason:
- Domestic Returns:
- Free for eligible returns (e.g., wrong size sent by us, manufacturing defects): We provide a pre-paid return label, so you incur no cost.
- SGD 4 fee for change-of-mind returns (e.g., you no longer want the item, or the size doesn’t fit as expected): This fee is deducted from your refund amount if you use our pre-paid label, or you can ship via your own courier and pay directly.
- International Returns:
- Customers are responsible for all return shipping costs (we do not provide pre-paid labels). We recommend using a tracked, insured service to avoid loss or damage—uninsured returns that go missing will not be eligible for a refund.
- Note: Import duties or taxes paid on the original order are non-refundable, as these are collected by local customs authorities, not BROAD VISTA.
5. Inspecting Returned Items
Once we receive your returned package (typically 2–3 business days for domestic, 5–7 days for international), our team will inspect the item(s) within 2 business days to verify:
- The item is unworn, unwashed, and has all original tags/packaging.
- The return reason matches the condition of the item (e.g., a “manufacturing defect” return must show the stated defect).
- The item is part of our current or recent inventory (to prevent returns of counterfeit or outdated products).
If the inspection passes, we will proceed with your chosen resolution (refund, exchange, or store credit). If it fails (e.g., item is worn, tags are missing), we will notify you via email and may reject the return—you can choose to have the item sent back to you (at your expense) or discard it.
6. Refund Process & Timelines
Refunds are processed only after successful inspection of returned items:
- Refund Method: We issue refunds to the original payment method used for the purchase (e.g., credit card, PayPal, bank transfer). Store credit (if chosen) is added to your account immediately after inspection.
- Domestic Refunds: Typically processed within 3–5 business days of inspection. The refund amount will appear in your account within 1–2 additional business days (depending on your bank’s processing time).
- International Refunds: May take 7–10 business days to process due to cross-border banking delays. The refund amount will reflect in your account within 3–5 business days after processing.
- Deductions: We may deduct the following from your refund: (1) return shipping fee (for change-of-mind domestic returns), (2) original shipping fee (if the return is due to your change of mind), and (3) any damage fees (if the item is returned in a non-eligible condition).
7. Exchange Policy
We offer exchanges for eligible items, subject to stock availability:
- Eligibility: Exchanges are allowed only for the same item in a different size/color (e.g., exchanging a size M cotton shirt for a size L in the same color). We do not exchange for different products (e.g., a shirt for a dress).
- Process: When initiating a return, select “Exchange” as your resolution and specify the desired size/color. If the requested size/color is in stock, we will ship the exchanged item for free (domestic) or at a discounted rate (SGD 8 for international) once your returned item passes inspection.
- Out of Stock: If the desired size/color is out of stock, we will notify you via email and offer a full refund or store credit (your choice) instead.
8. Returns for Defective or Incorrect Items
For items that are defective, damaged (not due to transit—see Shipping Policy for transit damage), or incorrect (wrong size/style sent by us), we offer enhanced support:
- No Restocking Fees: We waive all return fees and process these returns as a priority.
- Additional Compensation: If the defect/error causes significant inconvenience (e.g., a wedding dress arrives with a torn seam days before the event), we may offer a 10% store credit bonus (on top of a full refund or exchange) as a gesture of goodwill.
- Fast Resolution: Inspections for these returns are completed within 1 business day, and refunds/exchanges are processed within 2 business days to minimize delay.
9. Non-Eligible Returns
The following items are not eligible for return, refund, or exchange under any circumstances:
- Final Sale items (marked clearly on the product page).
- Intimate apparel (e.g., bras, panties, swimwear) if the hygiene seal is broken (for health and safety reasons).
- Customized or personalized items (e.g., monogrammed jackets, made-to-measure dresses) unless the customization is incorrect or defective.
- Items returned after the specified timeframe (14 days for domestic, 21 days for international).
- Items that are worn, washed, stained, or missing tags/packaging.
10. Customer Support for Return Issues
If you encounter problems with your return (e.g., return request not approved, refund delayed, inspection rejected), our customer service team is here to help:
- Contact Channels: Reach us via email ([email protected]), phone (+65-8032-5569), or live chat (9 AM–6 PM SGT, Monday–Friday). Include your order number and return request ID in all communications for faster assistance.
- Resolution Timeline: We aim to resolve return issues within 2 business days. For urgent cases (e.g., a delayed exchange for a special event), mark your inquiry “Urgent” and we will prioritize it.
- Feedback: We welcome feedback on our return process—let us know if you have suggestions to improve efficiency or clarity, as this helps us enhance the experience for all customers.
By placing an order with BROAD VISTA PTE. LTD., you acknowledge that you have read and understood this Return Policy. We reserve the right to update this policy periodically—changes will be notified via email or our website, and will take effect immediately upon announcement.