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Shipping & Returns Policy

 

At ICTUS Home, we want to make your shopping experience as smooth and convenient as possible. The following policy provides information about order processing, delivery, international shipping, self-collection, returns, and exchanges.

 

1. Shipping & Delivery

We offer delivery within Singapore as well as international shipping to selected countries and destinations.

Orders are generally processed and dispatched within 3–4 business days, Monday to Friday, excluding Singapore public holidays.

 

Please note that delivery times may vary depending on the delivery location, order volume, courier service, and circumstances beyond our reasonable control. If we anticipate a significant delay to your order, we will do our best to keep you informed.

 

To the extent permitted by applicable law, ICTUS Home shall not be responsible for any loss, liability, cost, damage, charge, or expense arising from delays caused by circumstances beyond our reasonable control, including courier delays, severe weather, customs clearance, public holidays, or other unforeseen circumstances.

 

2. Standard Shipping – Singapore

  • Standard delivery is available for orders placed through our online store.

  • Orders are generally processed and dispatched within 3–4 business days.

  • Standard shipping is S$5 for orders up to 5kg.

  • Shipping is S$10 for orders above 5kg and up to 10kg.

  • Free standard delivery is available for orders of S$150 and above, after discounts or promotions have been applied.

  • We currently do not deliver to P.O. Boxes.

 

Remote Area Delivery

Deliveries to certain remote or restricted-access locations may incur an additional delivery charge.

This includes locations such as Changi Airport offices, Airport Logistics Park, and One Turf Avenue.

A flat delivery fee of S$50 will apply to these locations, regardless of the order value.

If an additional delivery charge applies, we will contact you before dispatch where necessary.

 

3. International Shipping

We are pleased to offer international shipping to selected countries and destinations.

International shipping rates are calculated based on the destination, parcel weight, and shipping method selected at checkout. Applicable shipping charges will be displayed before you complete your purchase.

 

Please note:

  • International delivery times vary depending on the destination and shipping service selected.

  • Estimated delivery times may be affected by customs clearance, local courier services, public holidays, weather, or other circumstances beyond our control.

  • International orders may be subject to import duties, taxes, customs fees, or other charges imposed by the destination country.

  • Unless otherwise stated, all import duties, taxes, customs fees, and other charges imposed by the destination country are the responsibility of the customer.

  • Customers are responsible for providing accurate delivery and contact information. ICTUS Home is not responsible for delays or additional costs resulting from incorrect or incomplete information.

  • Certain products or destinations may be subject to shipping restrictions. If we are unable to ship an order to the selected destination, we will contact you as soon as possible.

  • Tracking information will be provided where available once your order has been dispatched.

 

International shipments may take longer than domestic deliveries due to customs and border clearance procedures.

By placing an international order, you acknowledge and agree to the applicable shipping charges, customs requirements, duties, and taxes associated with delivery to your destination.

 

4. Order Processing

Orders will be processed once payment has been successfully authorised and received.

 

During major sales campaigns, festive periods, or periods of unusually high order volume, order processing and delivery may take longer than usual.

 

We appreciate your patience and will make every reasonable effort to minimise any delays.

 

5. Self-Collection

Self-collection is available for all orders where stocks are available in Singapore.

 

We will contact you via WhatsApp within 24 hours after your order has been received to arrange a suitable collection date and time.

Self-collection is by appointment only. Please do not visit the collection location without receiving confirmation of your collection appointment.

 

6. Returns & Exchanges

We want you to be happy with your ICTUS Home purchase.

If you receive an incorrect, damaged, or defective item, please contact us as soon as possible so that we can assist you.

 

For returns or exchanges, please contact us within 7 days of receiving your order and provide your order number together with photographs of the item and, where applicable, its packaging.

 

To be eligible for a return or exchange, items must generally be:

  • Unused and unwashed

  • In their original condition

  • In the original packaging

  • With all original tags and labels attached

 

Change of Mind

Returns or exchanges due to a change of mind, incorrect size selection, or personal preference may not be accepted.

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For hygiene and product safety reasons, certain bedding products may not be eligible for return or exchange once they have been opened, used, or washed.

 

7. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, or contains an incorrect item, please contact us within 7 days of receiving the order.

 

Please provide:

  • Your order number

  • A description of the issue

  • Clear photographs of the item

  • Photographs of the packaging, where applicable

 

Once we have assessed the issue, we may offer a replacement, exchange, or refund where appropriate.

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If the issue is confirmed to be due to an error on our part or a defective product, ICTUS Home will provide the appropriate remedy in accordance with applicable Singapore consumer protection laws.

 

8. Refunds

Where a refund is approved, it will generally be made to the original payment method used for the purchase.

Original shipping charges are generally non-refundable unless the return is due to an error on our part or the item is confirmed to be defective.

 

For international orders, any customs duties, taxes, import fees, or other charges paid to the destination country's authorities are generally non-refundable by ICTUS Home.

 

9. Returns & Exchanges – International Orders

International customers are responsible for any return shipping costs unless the return is due to an incorrect, damaged, or defective item supplied by ICTUS Home.

 

Please contact us before sending any international return. We will provide instructions on how to proceed.

Customers are responsible for ensuring that returned items comply with applicable shipping and customs requirements.

 

10. Policy Changes

ICTUS Home reserves the right to update or amend this Shipping & Returns Policy from time to time.

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Any changes will be published on this page and will take effect from the date of publication.

 

Nothing in this policy is intended to limit or exclude any rights you may have under applicable Singapore consumer protection laws.

 

11. Contact Us

If you have any questions regarding your order, delivery, international shipping, return, exchange, or refund, please contact our customer service team.

 

We will be happy to assist you.

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