Refund and Returns Policy Singapore |

At Rugged-Box.com, we want you to be satisfied with your purchase. This Refund and Returns Policy explains when returns, exchanges, replacements, and refunds may be accepted for products purchased through our website.

Because many of our products are protective hard cases, foam-based accessories, and custom or special-order items, please read this policy carefully before placing your order.

1. General Return Eligibility

We accept return requests only for eligible items that:

were purchased directly from Rugged-Box.com;
are unused, unmodified, and in original condition;
are returned in their original packaging with all included parts and accessories;
are not custom-made, custom-cut, or special-order items; and
are requested within 7 days of delivery or collection.

Returns that do not meet the above conditions may be declined.

2. Non-Returnable / Non-Refundable Items

The following items are generally not eligible for return, exchange, or refund unless they arrive damaged, defective, or incorrect:

Custom cases
Custom foam
Made-to-order or special-order items
Items that have been used, installed, altered, drilled, cut, or modified
Clearance, discounted, or sale items
Items damaged due to misuse, improper handling, wear and tear, or customer transport/storage after collection or delivery

Because Rugged-Box.com offers custom case solutions and custom foam options, all customisation-related orders should be treated as final sale unless otherwise agreed in writing.

3. Damaged, Defective, or Wrong Items

If you receive an item that is:

damaged during delivery,
defective on arrival, or
different from what you ordered,

please contact us within 48 hours of receiving the item.

When contacting us, please provide:

your order number,
your name,
clear photos of the item,
clear photos of the packaging, and
a brief description of the issue.

We may, at our discretion, offer one of the following remedies:

replacement of the item,
exchange for the correct item,
store credit, or
full or partial refund.

We may ask you to return the item before processing the remedy.

4. Change-of-Mind Returns

We do not generally accept returns for change of mind, wrong selection, size mismatch, or “no longer needed” purchases.

Customers are responsible for checking product dimensions, specifications, and suitability before ordering. Rugged-Box.com provides many hard case sizes and product variations, so customers should verify fit and intended use carefully before purchase.

If we choose to accept a change-of-mind return in exceptional cases, the following may apply:

prior approval is required;
the item must be unused and in good brand new condition;
original shipping/delivery fees are non-refundable;
return shipping/transport costs are the customer’s responsibility; and
a restocking fee may be deducted from the refund.

5. Custom, Special-Order, and Appointment-Based Items

Some products may involve customisation, special sourcing, or appointment-based viewing/pickup arrangements.

For such orders:

payment may be required in advance;
cancellations may not be possible after confirmation;
deposits and customisation charges are non-refundable; and
any work already performed, materials prepared, or supplier commitments made will be chargeable.

6. Return Process

To request a return, please contact us first for approval.

Contact channel: Email or WhatsApp

Please do not return any item without prior approval.

If your return is approved, we will provide instructions on how and where to return or arrange the item. Items sent back without approval may not be accepted.

7. Delivery, Shipping, and Return Transport Costs

Original delivery/shipping charges are non-refundable unless the return is due to our error, a defective item, or a wrong item sent.

For approved returns:

customers are responsible for return shipping, courier, or transport charges unless otherwise stated;
for bulky items, additional handling or transport charges may apply; and
Rugged-Box.com is not responsible for items lost or damaged during return transit unless we arranged the return transport.

Your shipping page indicates certain products can be bulky and may be subject to dimensional and shipping limitations, so this clause is especially relevant for larger cases.

8. Inspection and Approval

All returned items are subject to inspection upon receipt.

We reserve the right to reject a return or reduce the refund amount if the returned item:

is not in original condition;
has missing parts, packaging, or accessories;
shows signs of use, damage, or modification; or
does not match the original return request.

9. Refunds

If your refund is approved, it will be processed using the original payment method where possible.

Please allow 7 to 14 business days after approval for the refund to be processed, depending on your payment provider or bank.

Refunds may be reduced by:

original delivery/shipping fees,
return transport costs,
restocking charges,
payment processing fees that are non-recoverable, and
any damage or missing components.

10. Exchanges

We may offer exchanges for eligible standard items, subject to stock availability.

If the replacement item has a different price, you may need to pay the price difference, or we may refund the difference where applicable.

Custom and special-order items are generally not exchangeable.

11. Cancellations

Orders may only be cancelled before they are processed, prepared, customised, or dispatched.

Once an order has been:

confirmed for supplier fulfilment,
prepared for collection or delivery,
customised,
or shipped,

cancellation may no longer be possible, or cancellation charges may apply.

12. Collection / Appointment Orders

For self-collection or appointment-based pickup:

customers should inspect items at the time of collection where possible;
once the item has been collected, any claim for visible damage or wrong item should be raised as soon as possible;
Rugged-Box.com is not responsible for damage caused after handover.

Your contact page notes viewing and pickup are by appointment only and that there is no walk-in retail store.

13. Overseas Orders

For overseas orders:

customers are responsible for checking import rules, taxes, duties, and local restrictions;
return shipping costs are the customer’s responsibility unless the item is defective or incorrect;
original shipping charges, customs duties, taxes, and clearance fees are non-refundable.

Your website states that you serve overseas customers as well as local Singapore customers.

14. Contact Us

For all refund, return, exchange, or order issues, please contact us via Whatsapp, Contact Us Page or Email