Refund Policy

At Sinus TP, we are committed to ensuring your complete satisfaction with every purchase or service engagement. This Refund Policy outlines the terms, conditions, and procedures governing refund requests, cancellations, exchanges, and dispute resolution. Please read this policy carefully before making any purchase or engaging our services. By transacting with us, you acknowledge and agree to the terms set forth herein.

This policy is governed by the laws of Singapore, including but not limited to the Consumer Protection (Fair Trading) Act 2003 (CPFTA), the Sale of Goods Act, the Supply of Goods Act, and applicable guidelines issued by the Consumers Association of Singapore (CASE) and the Competition and Consumer Commission of Singapore (CCCS).

1. General Principles

Sinus TP strives to provide high-quality products and services. We understand that circumstances may arise where a refund or exchange is necessary. Our refund policy is designed to be fair, transparent, and consistent with Singapore consumer protection standards. We handle all refund requests on a case-by-case basis while adhering to the guidelines set out in this document.

We reserve the right to amend this policy at any time. Any changes will be published on our website at sinustp.com and will take effect from the date of publication. Continued use of our services or products after such changes constitutes your acceptance of the revised policy.

2. Eligibility Conditions for Refunds

To be eligible for a refund, the following conditions must generally be satisfied:

• The refund request must be submitted within the applicable timeframe specified in Section 3 of this policy.
• The product must be returned in its original condition — unused, undamaged, and in its original packaging with all tags, accessories, and documentation intact.
• Proof of purchase must be provided, such as an official receipt, order confirmation email, or invoice issued by Sinus TP.
• The reason for the refund request must fall within the acceptable grounds outlined below.
• The item or service must not fall under the non-refundable categories listed in Section 4 of this policy.

2.1 Acceptable Grounds for Refund

Sinus TP will consider refund requests under the following circumstances:

• Defective or Damaged Product: The product received is defective, malfunctioning, or was damaged during delivery through no fault of the customer.
• Incorrect Item Delivered: A different product or service was provided than what was ordered or agreed upon.
• Service Not Rendered: A paid service was not delivered within the agreed timeframe and no alternative resolution was offered.
• Significant Misdescription: The product or service was materially different from its description on our website or marketing materials.
• Duplicate Payment: An accidental double charge occurred due to a technical error.
• Unforeseen Cancellation by Sinus TP: We are unable to fulfil the order or service for reasons within our control.

3. Timeframes for Refund Requests

Refund requests must be submitted within the timeframes specified below. Requests made outside these windows may not be honoured unless required by applicable Singapore law.

Sinus TP reserves the right to decline refund requests submitted beyond these timeframes unless exceptional circumstances apply and are verified at our discretion.

4. Non-Refundable Items and Services

Certain products and services are not eligible for refunds under any circumstances unless required by law. These include:

• Digital products, downloadable content, or software that has been accessed, downloaded, or activated.
• Customised, personalised, or bespoke products or services made to order according to customer specifications.
• Products that have been used, damaged, or altered by the customer after delivery.
• Perishable goods or items with a limited shelf life.
• Services that have been fully rendered and completed to the agreed scope.
• Promotional, discounted, or sale items clearly marked as "final sale" or "non-refundable" at the time of purchase.
• Gift cards, vouchers, or store credits once redeemed.
• Subscription fees for periods already accessed or used.
• Hygiene-sensitive products that have been opened or unsealed.
• Any item returned without original proof of purchase.

5. How to Request a Refund

We have established a clear, step-by-step process to ensure your refund request is handled promptly and efficiently.

Step 1: Contact Our Support Team

Initiate your refund request by contacting us via email at info@sinustp.com or through our website at sinustp.com. Please do not return any items before receiving written authorisation from our team.

Step 2: Provide Required Information

In your refund request, please include the following details:

• Your full name and contact information
• Order number or invoice reference
• Date of purchase and date of receipt (if applicable)
• Description of the product or service
• Clear reason for the refund request
• Supporting evidence such as photographs, videos, or screenshots (where applicable)
• Your preferred resolution (refund, exchange, or store credit)

Step 3: Await Acknowledgement

Our customer service team will acknowledge your request within 3 business days of receipt. We may contact you for additional information or clarification during this stage.

Step 4: Review and Assessment

Our team will review your request against the eligibility criteria outlined in this policy. This assessment process typically takes 5 to 7 business days. For complex cases, this may extend to 14 business days.

Step 5: Return of Item (If Applicable)

If your request is approved and involves a physical product, we will provide you with a Return Merchandise Authorisation (RMA) number and return instructions. Items must be securely packaged and returned to our designated address within 7 calendar days of receiving return instructions.

Step 6: Refund Issuance

Once the returned item is received and inspected, or once the approved refund is processed, you will receive a confirmation and your refund will be issued in accordance with the timelines specified in Section 6.

6. Refund Processing Times by Payment Method

Approved refunds will be credited back to the original payment method used at the time of purchase. Processing times may vary depending on your payment provider.

Please note that Sinus TP is not responsible for delays caused by third-party financial institutions or payment processors. If you have not received your refund within the stated timeframe, we recommend first checking with your bank or payment provider before contacting us.

7. Partial Refunds

In certain situations, only a partial refund may be granted. Sinus TP reserves the right to issue partial refunds under the following conditions:

• A product is returned with missing components, accessories, or documentation that were included in the original purchase.
• A product shows signs of use, minor wear, or damage that was not present at the time of delivery and is not related to the reason for the refund.
• A service has been partially rendered, in which case only the unrendered portion will be refunded on a pro-rata basis.
• A promotional discount or bundled pricing was applied at the time of purchase and only part of the bundle is being returned.
• Return shipping or restocking fees are applicable and deductible from the refund amount, where clearly stated at the time of purchase.

The amount of any partial refund will be communicated to you in writing prior to processing, and you will have the opportunity to accept or appeal the determination.

8. Exchange Policy

Sinus TP offers exchanges for eligible products subject to availability. Exchanges are available under the following conditions:

• The item to be exchanged is in its original, unused condition with all original packaging and accessories.
• The exchange request is submitted within 14 calendar days of the original purchase date.
• The replacement item is of equal or greater value (with any difference payable by the customer).
• The item is not listed as non-exchangeable under Section 4 of this policy.

To initiate an exchange, please follow the same steps outlined in Section 5 and indicate your preference for an exchange rather than a refund. Sinus TP will endeavour to process exchanges promptly, subject to stock availability. If the requested replacement item is unavailable, we will offer an alternative of equivalent value or issue a refund at your discretion.

9. Cancellation Policy

9.1 Cancellation by the Customer

Orders or service bookings may be cancelled subject to the following conditions:

• Before Processing or Fulfilment: If you cancel your order before it has been processed or dispatched, a full refund will be issued with no cancellation fee.
• After Processing but Before Delivery: Cancellations after order processing may incur an administrative or restocking fee, which will be deducted from the refund.
• After Delivery: Once an item has been delivered, the standard return and refund process outlined in this policy applies.
• Service Bookings: Cancellations made at least 48 hours before the scheduled service appointment will receive a full refund. Cancellations within 48 hours may be subject to a cancellation fee of up to 50% of the service value, depending on the nature of the service.

9.2 Cancellation by Sinus TP

Sinus TP reserves the right to cancel any order or service booking under circumstances including but not limited to: stock unavailability, pricing errors, suspected fraudulent activity, or force majeure events. In such cases, a full refund will be issued promptly, and you will be notified via email.

10. Dispute Resolution Process

We value our customers and strive to resolve all concerns amicably and efficiently. If you are dissatisfied with the outcome of your refund request, you may escalate the matter through the following process:

Step 1: Internal Escalation

Contact us at info@sinustp.com and clearly state that you wish to escalate your complaint. Reference your original refund request number. A senior member of our team will review your case and respond within 7 business days.

Step 2: Mediation

If the matter remains unresolved following internal escalation, you may seek mediation through the Singapore Mediation Centre (SMC) or the Small Claims Tribunals (for disputes involving amounts up to SGD 20,000, or up to SGD 30,000 with mutual consent) under the Small Claims Tribunals Act.

Step 3: Consumer Assistance

You may also lodge a complaint with the Consumers Association of Singapore (CASE) at www.case.org.sg or the Competition and Consumer Commission of Singapore (CCCS). These bodies provide consumer advisory services and may assist in facilitating resolution.

Step 4: Legal Action

As a last resort, disputes may be referred to the courts of Singapore. This policy and all related transactions shall be governed by and construed in accordance with the laws of the Republic of Singapore, and all parties submit to the exclusive jurisdiction of the Singapore courts.

11. Shipping and Return Costs

Unless the return is due to our error (defective product, incorrect item delivered), customers are responsible for the cost of return shipping. We recommend using a trackable shipping service, as Sinus TP cannot be held responsible for items lost or damaged in transit during the return process. Original shipping charges are generally non-refundable unless the return is a result of our error.

12. Fraudulent Claims

Sinus TP takes the integrity of our refund process seriously. Any customer found to be making fraudulent or dishonest refund claims — including but not limited to falsifying damage, claiming non-receipt of delivered items, or returning counterfeit goods — may have their claim rejected, their account suspended, and may be reported to the relevant authorities in Singapore. We reserve the right to pursue appropriate legal remedies in such cases.

13. Contact Information for Refund Requests

For all refund requests, exchanges, cancellations, or policy enquiries, please reach out to our dedicated customer support team using the details below:

We aim to respond to all enquiries within 3 business days. For urgent matters, please indicate "URGENT REFUND REQUEST" in the subject line of your email to ensure prompt attention.

14. Policy Review and Updates

This Refund Policy is reviewed periodically and may be updated to reflect changes in our business operations, product or service offerings, or applicable Singapore law. The most current version will always be available on our website at sinustp.com. We encourage customers to review this policy before making a purchase. Material changes will be communicated via our website or by email where applicable.