Terms & Policies

Customer Care Policy – HUATWARESHOP

1. Our Commitment to Customers

HUATWARESHOP is committed to providing reliable industrial tools and machinery, supported by prompt, honest, and professional customer service. We aim to:

  • Respond to all customer enquiries quickly.
  • Provide clear and accurate product information.
  • Resolve issues fairly, transparently, and within a reasonable time.

This policy applies to all customers who purchase from us through our sales representatives, website, marketplaces, or any other official channel.

2. Communication & Response Time

Contact Channels

Customers can reach us via:

  • Phone: +65 8989 2036
  • Email: info@huatwareshop.com
  • WhatsApp / Messaging: +65 8989 2036
  • In-store: Currently no in-store service
  • Online: Contact form / order from our website

Standard Response Time

  • General enquiries: Within 1–2 business days
  • Order status & delivery enquiries: Within 7 business day, unless otherwise stated
  • Complaints/feedback: Acknowledgement within 1 business day, resolution target within 3–7 business days (depending on complexity)

If we need more time to investigate (e.g. technical checks, supplier consultation), we will update you on the expected timeline.

3. Product Information & Recommendations

Our team will:

  • Provide honest, brand-neutral advice based on your application, budget, and safety requirements.
  • Highlight key specifications (capacity, voltage, duty cycle, compatibility, etc.).
  • Clarify whether items are stock, indent/special order, or discontinued.
  • Inform you if installation, commissioning, or training is required and whether these are chargeable.

Customers are encouraged to share as much detail as possible about:

  • Application and environment (indoor/outdoor, dusty, wet, heavy-duty, etc.)
  • Power supply (single phase/three phase, voltage, plug type)
  • Required certifications or standards (e.g. CE, EN, local regulations)

4. Orders & Payment

Order Placement

Orders can be placed:

  • Via email/phone/WhatsApp with our sales team
  • Through our website or approved online platforms

Orders are confirmed only when:

  • Full payment or agreed deposit is received, and
  • We acknowledge stock availability or confirm lead time for indent items.

Payment Methods

We typically accept:

  • Cash-on Delivery
  • Bank transfer
  • PayNow / local instant transfer
  • Company cheque (for approved corporate customers)

Payment details and instructions will be clearly stated on invoices or quotations.

5. Pricing, Quotations & Validity

  • All prices are quoted in SGD and may be subject to prevailing taxes.
  • Written quotations are typically valid for 7–30 days from the date of issue, unless otherwise stated.
  • Prices are subject to change without prior notice due to manufacturer pricing, exchange rates, or freight adjustments.
  • In case of an obvious pricing error (online or offline), HUATWARESHOP reserves the right to correct the price and give customers the option to proceed or cancel with a full refund.

6. Delivery, Self-Collection & Lead Time

Delivery Options

  • Standard delivery: Within 1–5 business days for in-stock items.
  • Express / same-day delivery: Subject to availability and additional charges.
  • Heavy/bulky machinery delivery: Arranged separately; may include lifting, positioning, or on-site handling fees.
  • Third-party logistics: For certain routes, we may use courier services or freight agents.

Self-Collection

  • Available at our warehouse.
  • Customers should bring a copy of the invoice, order confirmation, or purchase reference.
  • For bulky goods, please ensure suitable vehicle and manpower are arranged.

Lead Time for Indent Items

  • Indent/ special-order items will indicate an estimated lead time (e.g. 2–8 weeks).
  • Lead time is estimated and may be affected by manufacturer production, customs, or shipping delays.
  • We will update customers proactively if there is a significant delay.

7. Installation, Commissioning & Training

For certain machines and equipment, proper installation and commissioning are critical.

  • We may offer installation/commissioning services directly or via authorized partners.
  • These services may be chargeable; charges will be communicated in advance.
  • Basic operation briefing may be included for selected equipment.
  • It is the customer’s responsibility to ensure site readiness (power supply, space, access, and safety conditions).

8. Warranties & After-Sales Support

Warranty Coverage

  • Most products come with a manufacturer’s or HUATWARESHOP warranty, typically covering manufacturing defects for a specified period (e.g. 3–12 months).
  • Warranty terms vary by brand and product; please refer to the invoice, product manual, or warranty card.

Warranty Exclusions

Warranty generally does not cover:

  • Normal wear and tear (e.g. brushes, belts, consumables)
  • Misuse, abuse, or improper operation
  • Unauthorised repair, modification, or use of non-approved parts
  • Damage due to incorrect installation, unstable power supply, or environmental factors (e.g. corrosion, flooding)
  • Use beyond rated capacity or duty cycle

Warranty Procedure

  • Provide proof of purchase (invoice, receipt).
  • Share photos/videos and a description of the issue.
  • Our team may request that the product be brought to our service center or inspected on-site (for large machines).
  • If covered under warranty, repair or replacement will be arranged as per applicable terms.
  • If not covered, we will provide a repair quotation (if repairable) before proceeding.

9. Returns, Exchanges & Refunds

Because we supply industrial and technical products, our return policy is structured to balance fairness and practicality.

Change of Mind / Wrong Item Ordered

  • Returns for non-defective items are subject to approval and may incur a restocking fee.
  • Products must be unused, in original packaging, and in saleable condition.
  • Special-order/indent items, cut-to-length materials, customized products, and electrical spare parts are typically non-returnable.

Defective or Incorrect Items Delivered

  • Notify us within 7 days from receipt (or as stated on your invoice).
  • Provide proof of defect (photos/videos) or evidence of wrong delivery.
  • We will arrange for inspection, replacement, repair, or refund as appropriate.

Refund Method

  • Approved refunds will be processed via the original payment method or by bank transfer/credit note as mutually agreed.
  • Processing time may vary depending on bank/merchant policies.

10. Repairs, Servicing & Spare Parts

  • We offer or coordinate repair and servicing for selected tools and machinery purchased from HUATWARESHOP.
  • For out-of-warranty items, a diagnostic fee may apply; this will be communicated upfront.
  • Where possible, we will quote for spare parts and labor before proceeding.
  • If repairs are not feasible or uneconomical, we may suggest replacement options.

11. Safety, Compliance & Usage

  • Always follow the manufacturer’s instructions, safety guidelines, and local regulations.
  • Customers are responsible for ensuring that products are used by trained or competent persons, especially for industrial machinery and powered tools.
  • HUATWARESHOP is not liable for injury, damage, or loss arising from improper use, negligence, or failure to follow safety instructions.

12. Data Protection & Privacy

  • Customer information is collected only for legitimate business purposes: order processing, delivery, after-sales support, and communication.
  • We do not sell or share personal data with unrelated third parties, except where required for logistics, warranty, or regulatory purposes.
  • Reasonable measures are taken to protect customer data from unauthorised access.

13. Feedback, Complaints & Escalation

  • Customers can submit feedback or complaints via email, phone, or in person.
  • We will acknowledge complaints within 1 business day where possible.
  • If you feel your issue is not resolved at the first level, you may request escalation to a supervisor or manager.
  • Feedback is recorded and used to improve our products, services, and processes.

14. Policy Updates

  • HUATWARESHOP may update this Customer Care Policy from time to time.
  • The latest version will be made available on our website or upon request.