Please refer to the site periodically as this policy is subjected to change at any time without notice. By continuing to use this site and its services, you agree to the terms and conditions stated herein.
Return and Exchanges
Our policy lasts 7 days. If 7 days have gone by since your purchase, unfortunately we can’t accept any returns or offer any refunds.
We do not have a “no questions asked returns policy.” This service is not available due to the number of shipping destinations and range of products we have. Returns are strictly on a case-by-case basis.
If you’d like to return a new product, please email us at [email protected] and allow us to follow-up with you. Unauthorized returns will cause delays and may not be approved.
As long as the item is unopened, sealed with its original packaging and fit to be resold, you may return the item within the guidelines of this policy. Returns will be rejected if there is a disclaimer on the item’s product page mentioning that returns will not be accepted and if the item is perishable – such as supplements.
If a wrong item was bought, ProMarpe does not offer any exchanges. The item will have to be shipped back to us unopened, sealed with its original packaging at your own cost. Upon receiving the parcel, we will provide a refund in the form of a voucher code for the exact value of the item bought at the point of purchase (shipping cost not included). You can then make another online purchase and utilize the voucher code. Please look at our Refund Policy below to understand more.
Damaged/Defective/Faulty (DDF) Products
ProMarpe checks all products before packing them for shipping overseas. This quality check is necessary to ensure our customers do not receive any DDF items.
Please raise any signs of dents and damages of the exterior of the parcel to the courier and inform you’d like to check the content of the package. If the items are unharmed, we seek your understanding as small damages to the outer packaging may occur during shipping processes. If the items have been damaged, have the courier note this down. If you choose to reject the parcel at this point, please keep us in the loop as soon as possible.
If a parcel has been delivered or collected and signed, it is usually deemed to have been accepted without dispute.
Returning Damaged/Defective/Faulty (DDF) Products
Defective items will only be accepted if the items we have delivered to you were damaged on arrival. All items subject to fair wear and tear will not be accepted as damaged, defective or faulty.
DDF items must be in their original packaging. DDF items must be returned securely packaged and wrapped. We are required to inspect the received product. If we can verify the damage according to your description, the return will be processed. A replacement item will be delivered to you at no cost, provided it is in stock and available. We can only replace DDF items for the same item in the same size. In case we cannot offer you a replacement, you will have the choice of receiving a voucher code or a refund to the value of the item at the time of purchase and any shipping costs occurred.
To return a DDF item, fill in the Returns Form and include digital photographs showing the damage and describe the reason for return in as much detail as possible. Any additional information will help us in verifying your return request; it will also ensure that the replacement item(s) will be checked accordingly to avoid a similar problem.
Please send your return to:
ProMarpe Pte Ltd
61 Shun Li Industrial Park
Kaki Bukit Avenue 1 #03-16
Processing returns takes a few weeks, including the time required for the courier to send us back the parcel and for us to inspect the item. You are strongly advised to use a reliable courier service and ensure the item can be tracked.
Shipping Costs for Returns
This only applies to returns of DDF items that have been approved. We endeavor to return the shipping cost to our customers wherever we can. We are not able to offer pre-paid postage services or parcel collection as we ship to various countries. Please send us the invoice for the return shipping cost (economy option selected) and we will give you a voucher code to be redeemed in your next purchase. For normal returns, we’re sorry but we won’t be able to return any shipping costs. Once the returns for the DDF item has been approved, we will send out a replacement and the cost of shipping the item to you will be on us.
Please note the following:
- We’re not responsible for any items that are returned to us by mistake. This includes any item that was lost in transit or wrongly obtained and used by someone else.
- Make sure you use a postal service that insures you for the value of the items you are returning and obtain proof of posting.
If a refund is granted, the first option to look at is a voucher code (assigned by us) which can be used towards future purchases at Promarpe.com. This is the easiest way to facilitate a refund and should be preferred whenever possible. It also allows our customers to utilize the voucher almost immediately and the order can be processed and shipped as soon as possible.
If a voucher code isn’t a viable option, a refund via Credit Card will be made. Please note that refunds onto credit cards can take up to 30 days and are subject to your bank’s refund regulations. We cannot send refunds by cheque and we do not have other modes of refunds at the moment.
We cannot take any responsibility on the duration and we cannot predict the exact refunded amount if your order was not settled in SGD$. Because of currency fluctuations the refunded amount may be more or less than was initially paid for. To avoid this, please consider using refunds by voucher codes.