Refund policy
Last updated: 22 July 2026
Thank you for shopping with Solrenzo. This policy explains when cancellations, returns, remedies and refunds may be available for products purchased through our website. By placing an order, you agree to this policy. Nothing in this policy limits any rights or remedies that cannot lawfully be excluded under applicable Singapore law.
1. Special-order business model
Unless a product page expressly states that an item is in stock and returnable, all products sold by Solrenzo are treated as special-order items. Products are procured for each confirmed customer order, typically from overseas suppliers, and orders may be consolidated before shipment to Singapore.
Accordingly, we do not accept cancellation, exchange or return because of change of mind, incorrect selection, unsuitable dimensions, colour or finish preference, project changes, excess quantity ordered, or incompatibility that could reasonably have been checked before purchase.
2. Check before ordering
Before placing an order, you are responsible for checking the product description, product code, dimensions, finish, colour temperature, light source, driver or transformer requirements, dimming compatibility, IP rating, bathroom or exterior suitability, mounting requirements and any other relevant specification. Please contact us before ordering if you require clarification.
Images, renderings and samples are illustrative. Minor variation in colour, texture, finish or appearance may occur because of screen settings, lighting conditions, natural materials or manufacturing batches and will not by itself constitute a defect.
3. Order cancellation
You may request cancellation before we confirm or place the order with our supplier. Once supplier confirmation, reservation, procurement, production, consolidation or fulfilment has begun, the order cannot be cancelled or changed for customer-related reasons.
To request cancellation, email us immediately with your order number. A request is not accepted until we confirm acceptance in writing. If we approve cancellation, any refund will normally be made to the original payment method. We may deduct non-recoverable charges only where permitted by law and disclosed to you.
4. When a remedy may be available
This no-change-of-mind rule does not affect claims where a product:
· has a manufacturing defect;
· is damaged when delivered;
· is incorrectly supplied;
· is missing parts; or
· otherwise does not conform to the confirmed order or applicable statutory requirements.
Depending on the circumstances and applicable law, an appropriate remedy may include replacement parts, repair, replacement, a price reduction or refund. We may first assess the product and may coordinate the assessment with the manufacturer or supplier.
5. Inspection and notice
Inspect every carton and product promptly upon delivery and before installation. For visible transit damage, shortage or an incorrect item, contact us within 48 hours after delivery. Keep the product and all packaging until we have completed our assessment.
Your notice should include your name, order number, product code, description of the issue, and clear photographs or video of the product, labels, inner packaging, outer carton and any visible damage. The 48-hour notice period helps us investigate transit claims; it does not remove rights you may have for latent defects that could not reasonably have been discovered during initial inspection.
6. Installation-related issues
Do not install a product that appears damaged, incomplete or incorrect. Lighting products must be installed by a suitably qualified electrician and in accordance with applicable requirements and the manufacturer’s instructions.
A product is not defective merely because it is incompatible with the site, control system, dimmer, bulb, driver, transformer, wiring or environment where those requirements were disclosed or reasonably capable of being checked before ordering. Claims may be refused where damage or failure results from incorrect installation, misuse, negligence, unsuitable electrical supply or environment, power surge, unauthorised repair or modification, normal wear and tear, or failure to follow instructions.
7. How to make a claim
Email sales@solrenzo.com before returning any product. Include your order number, contact details, product code, explanation of the issue and supporting images or video. We may request further information, testing, an electrician’s report, return of the product or inspection by us, the supplier or manufacturer.
Do not return goods without written return authorisation and instructions from us. Unauthorised returns may be refused, delayed or returned at your cost.
8. Return condition and transport
Where return is authorised, the product must, so far as reasonably possible, be complete with all parts, manuals, accessories and original packaging. Do not write on, tape, label or otherwise damage the manufacturer’s packaging. Follow our packing and delivery instructions.
If the claim is due to our error, confirmed transit damage or a confirmed defect, we will arrange or reimburse reasonable return transport where required by applicable law. In other approved cases, you may be responsible for transport. Responsibility for loss or additional damage caused by inadequate return packing may remain with the sender.
9. Assessment and remedy
We will inspect the returned product or review the evidence provided. Where the claim is verified, we will provide an appropriate remedy having regard to the nature of the issue, product availability, manufacturer’s assessment and applicable law. Replacement products may require a further overseas order and consolidation, and the timing advised will be an estimate.
Installation, removal, access, making-good, scaffolding, professional or other consequential costs are not automatically included in a product remedy. Any entitlement to such costs will depend on applicable law and the circumstances, and must be agreed by us in writing before being incurred where practicable.
10. Refunds
Where a refund is approved, it will normally be made to the original payment method within 7–10 business days after approval or receipt and assessment of the returned product, as applicable. Your bank or payment provider may require additional time to credit the funds.
Original delivery or redelivery charges are not refundable where the service was properly performed, unless the refund arises from our breach or applicable law requires otherwise.
11. Manufacturer’s warranty
Some products carry a manufacturer’s warranty. Warranty periods and conditions vary by brand and product. Claims must be made through Solrenzo unless we direct otherwise. A manufacturer’s warranty is additional to, and does not replace, any non-excludable statutory rights.
12. Contact
Return, refund, cancellation and warranty enquiries: sales@solrenzo.com | +65 8968 8669. Please quote your order number.
13. Warranty and claims
13.1 Manufacturer warranty
Warranty coverage and duration vary by brand and product. The product page, quotation, order confirmation or manufacturer documentation will apply. Unless Solrenzo expressly gives a separate written warranty, we administer the applicable manufacturer’s warranty as the retailer and point of purchase.
13.2 What is generally covered
Subject to the applicable warranty terms, coverage generally concerns defects in materials or workmanship arising under normal, intended use during the warranty period. A remedy may be repair, replacement parts, replacement product or refund, depending on assessment, availability and applicable law.
13.3 Common exclusions
· incorrect, unsafe or non-compliant installation;
· use of an unsuitable bulb, driver, transformer, dimmer, control system, voltage or electrical supply;
· power surge, electrical fault or external interference;
· misuse, negligence, impact, accident, water ingress or cleaning damage;
· corrosion or deterioration caused by an unsuitable environment, including incorrect IP or coastal-area selection;
· normal wear and tear or consumable light sources and batteries, unless expressly covered;
· unauthorised repair, alteration, modification or use outside the intended purpose;
· failure to follow installation, operating or maintenance instructions; and
· minor cosmetic or finish variation that is not a defect.
13.4 Claim procedure
Contact sales@solrenzo.com with proof of purchase, product code, installation date, installer details where relevant, photographs or video, a description of the fault, and any requested serial number or label. Do not remove or return the product unless it is safe to do so and we instruct you accordingly.
13.5 Testing and access
We, the supplier or manufacturer may require reasonable troubleshooting, inspection, testing, return of parts or an electrician’s report. Failure to provide reasonably requested evidence may delay the assessment. Any destructive testing or third-party repair should be authorised in writing first, except where immediate action is reasonably required for safety.
13.6 Remedy and associated costs
If the claim is accepted, the remedy will be determined in accordance with the applicable warranty and law. Replacement timing may depend on overseas stock and consolidated shipping. Labour, installation, removal, access, scaffolding, redecoration, making-good and other project costs are not automatically covered by a manufacturer’s product warranty unless expressly stated or required by law.
13.7 Replacement warranty
A repaired or replacement product will carry the remaining original warranty period or any longer period stated by the manufacturer or required by law; replacement does not automatically restart the original warranty period.