At DWHOME, we want you to be satisfied with your purchase. As lighting products are often technical, fragile, made-to-order, or selected based on specific site requirements, we encourage customers to review product details carefully before placing an order.
If you have any questions regarding product size, finish, lead time, installation requirements, or suitability for your space, please contact us before purchasing. Our team will be happy to assist you by email, phone, WhatsApp, or through an in-person visit to our showroom.
Lead Time Acknowledgement
Each product page states the estimated lead time under the product details section. Customers are strongly advised to review and confirm the lead time before placing an order.
By completing a purchase, you acknowledge and accept the estimated lead time stated on the product page at the time of order. If you request to cancel an order after it has been placed because the lead time is no longer acceptable, the request will be subject to the Order Cancellation or Returns policy outlined below.
Please note that lead times are estimates only and may be affected by supplier availability, production schedules, customs clearance, logistics delays, or other circumstances beyond our control.
Expedited and Priority Shipping
Expedited or priority shipping may be available for selected products at an additional charge.
Please contact us at sales@dwhome.com.sg or via WhatsApp before placing your order. Our team will be happy to check availability and provide a shipping quotation where applicable.
Order Cancellation
If you wish to cancel your order within 48 hours of order placement, a 5% transaction fee will be deducted from the product price to cover payment processing charges imposed by the payment provider.
The remaining 95% of the product price will be refunded to your original payment method within 14 days. Refunds can only be issued to the original payment method as an anti-fraud measure.
Cancellation requests made after 48 hours will be treated as a return, and the Returns policy below will apply.
Orders for customized items, special-order items, made-to-order items, final-sale items, clearance items, or items already submitted for production cannot be cancelled once the order has been confirmed.
Returns
Eligible items may be returned for a refund, store credit, or exchange within 30 days of receiving your order, subject to approval and the conditions below.
All returns must be submitted to and approved by DWHOME before any item is sent back. Unapproved returns will not be accepted.
All approved returns are subject to inspection. Returned products must be in original, unused, uninstalled, unmodified, and resellable condition, with all original packaging, accessories, manuals, and proof of purchase included.
A minimum 50% manufacturer restocking fee will apply to approved returns, calculated based on the product price. This fee reflects supplier charges and covers processing, handling, shipping, and storage costs.
Customers are responsible for return shipping costs. Original shipping, delivery, handling, and installation fees are non-refundable.
Returns requested more than 30 days after receiving an online order may be reviewed on a case-by-case basis, but approval is not guaranteed.
Purchases are not eligible for price adjustments.
Items Eligible for Return
The following items may be eligible for return, subject to approval and inspection:
Regular-priced ready-stock items purchased from DWHOME.
Items returned within 30 days of receiving the order.
Items that are in original, unused, uninstalled, unmodified, and resellable condition.
Items returned with the original purchase receipt and original packaging.
No refund, credit, or exchange will be issued if the item has been installed, used, damaged, assembled, modified, or altered in any way. This includes items with cut, clipped, shortened, or modified wires.
Items That Cannot Be Returned or Exchanged
The following items are not eligible for return, exchange, refund, or store credit:
Customized items
Special-order or made-to-order products
Clearance, open-box, and overstock merchandise
Items marked as “Final Sale” or “Non-Returnable” on the product page
Sale items discounted by more than 30%
Floor models and showroom display pieces
Items that have been installed, assembled, used, damaged, or modified
Items with wires that have been cut, clipped, shortened, or altered
Light bulbs and replacement parts
Large quantities of the same product, defined as 5 units or more
Items not purchased by the original customer
Items without the original purchase receipt
Special and Custom Products
Certain products are exempt from return because they are ordered from the manufacturer, made to order, or produced according to the customer’s selected specifications.
This may include, but is not limited to, products with selected finishes, colours, sizes, dimensions, hand-blown glass, custom components, special materials, or other customized details.
These orders are made specifically for you and are considered final sale. Custom, special-order, and made-to-order products cannot be cancelled, returned, exchanged, or refunded once the order has been confirmed or submitted for production.
How to Request a Return
To initiate a return, please email sales@dwhome.com.sg within 7 days of receiving your delivery.
Please include the following information:
Full name
Order number
Product name or item number
Reason for return
Photos of the item and packaging, where applicable
If your return request is approved, we will provide a Return Authorization Number and return instructions. The Return Authorization Number must be included with your returned item.
Customers are responsible for arranging and paying for return shipping. We strongly recommend using a trackable shipping method, as DWHOME is not responsible for items lost or damaged during return transit.
Once we receive the returned item, we will inspect it within 5 to 7 business days. If the item is approved after inspection, we will process the eligible refund, exchange, or store credit.
Return Address
Attn: Returns – DWHOME
126 Joo Seng Road, #04-14
Gold Pine Industrial Building
Singapore 368355
Delivery Refusal
If an order is refused upon delivery to the shipping address provided at checkout, no refund will be issued.
The customer will be responsible for arranging collection or redelivery from our warehouse at their own expense. Any additional storage, handling, or redelivery charges may also be borne by the customer.
Damaged or Defective Products
We take care to pack our products securely. However, due to the fragile nature of lighting products, damage may occasionally occur during transit.
If your item arrives damaged, defective, or with missing parts, please contact us within 72 hours of delivery at sales@dwhome.com.sg.
Please provide the following:
Order number
Photos of the damaged or defective product
Photos of the packaging
A clear description of the issue
Claims reported after 72 hours may not be accepted. DWHOME will not be responsible for missing or damaged items if we are not notified within this timeframe.
Please do not discard the damaged item or its packaging, as they may be required for inspection or claim processing.
Damaged items cannot be claimed, returned, or exchanged if they have already been installed, assembled, modified, or used.
Once your claim has been received, our team will review the case and respond within 2 business days to assist with the next steps, which may include replacement parts, repair, exchange, or replacement, depending on the situation.
Manufacturer Warranty
Some products may be covered by a manufacturer’s warranty. Warranty periods and coverage vary by manufacturer and product type.
DWHOME will assist customers with warranty claims where applicable. Customers are required to provide the original proof of purchase and details of the issue.
Warranty coverage does not apply to damage caused by accident, misuse, improper installation, alteration, tampering, negligence, abuse, power supply issues, normal wear and tear, or unauthorized repair.
Unless specifically stated, warranty coverage does not apply to light bulbs, consumable parts, or accessories.
For warranty support, please contact us at sales@dwhome.com.sg. Our team will review your request and respond within 2 business days. Where required, we may assist in coordinating with the manufacturer for further review.
Limitation of Liability
DWHOME will not be liable for any labour charges, installation costs, electrician fees, contractor fees, loss of use, indirect losses, or other expenses incurred in connection with the sale, delivery, installation, use, repair, replacement, or return of any product.
Any approved refund will be credited using the original payment method, unless store credit or exchange has been agreed upon.
