RETURNS & REFUNDS POLICY

At vvave, our commitment is to provide you with exceptional products. Please take a moment to familiarise yourself with our straightforward return policy.

WARRANTY ASSURANCE:
All our devices are accompanied by a complimentary 1-year Manufacturer Warranty, excluding additional filter replacement accessories. There is no need to activate the warranty separately, as it automatically activates upon shipment of your product. Considering our next-day delivery service, this ensures that your warranty coverage begins promptly upon your receipt of the product.

ELIGIBILITY FOR RETURN:
To initiate a return, kindly ensure the item is returned within 14 calendar days from the date of receipt. To be eligible for a return, items must be enclosed in their original packaging, unused, sealed, in the same condition that you received it, and with a valid receipt or proof of purchase. Please note that items with opened packaging will not qualify for returns. We regret to inform our international customers that refunds can only be processed within Singapore. Certain products, such as vvaveCare are non-refundable.

ELIGIBILITY FOR FREE RETURN:

• In cases of returns due to a change of mind or items arriving too late, customers are responsible for covering the return fee. Returns will not be authorised if the packaging is unsealed or opened.
• If customers receive an incorrect item, vvave covers the return costs, making these returns free for you. However, returns will not be approved if the packaging is unsealed or opened.
• For returns concerning defective or faulty items, vvave will initiate a 1-to-1 exchange, free for you. This is subject to review and approval by vvave.

SELF-INITIATED RETURN:
In instances where the return delivery fee is the responsibility of the customer, you have the flexibility to choose and initiate your preferred method of return.

DEFECTIVE PRODUCTS:
In the unfortunate event of receiving a defective product, we offer a seamless 1-to-1 exchange.

NON-DEFECTIVE PRODUCTS:
For eligible non-defective products, a refund will be processed to the original payment method, subject to the deductions outlined under “REFUND AMOUNT & FEES” below. Products must be sealed and unopened.

REFUND AMOUNT & FEES:
For eligible refunds, the refund amount will be calculated as follows:

Refund amount = Eligible product amount − Original delivery cost − Payment processing fees

• Original delivery cost: The delivery fee paid by vvave to ship the product(s) to you will be deducted from your refund. This applies even where delivery was offered as “free shipping”.
• Payment processing fees: Shopify, credit card, or other payment processing fees incurred on the original transaction will also be deducted. A receipt or breakdown of these fees will be provided upon request.
• Return shipping: You are responsible for all costs of returning the product(s) to vvave. We do not cover or reimburse self-return shipping costs.

For partial refunds on discounted bundles:

The refund value of each item will be based on its original selling price, rather than simply dividing the bundle price equally between the items.

For example, if 2 units are purchased at a discounted bundle price of $750, where the original price is $400 per unit, and you return only 1 unit:

• Unit kept: $400
• Unit returned: $350
• Refund: $350, less the applicable share of the original delivery and payment processing fees.

The original delivery and payment processing fees will be allocated proportionately based on the number of units in the order.

HOW TO START A RETURN:
To kickstart the return process, contact us at support@vvave.sg. Upon acceptance, you will receive a detailed instructions. Please note that returns without prior authorisation will not be accepted.

EXCHANGES:
Should you desire a swift exchange, the most efficient route is to return the item, and upon acceptance, make a separate purchase for the desired item.

REFUNDED AMOUNT CLARIFICATION:

The final refund amount will be based on the eligible product amount, less any applicable original delivery costs and payment processing fees, as outlined under “REFUND AMOUNT & FEES”.

Any discounts, promotions, bundle pricing, or points applied to the original purchase will be taken into account when determining the eligible refund amount.

Any vvave points utilised as part of the refunded purchase will be reimbursed to your vvave customer account, where applicable.

REFUNDS CLARIFICATION & NOTIFICATION:
Rest assured, we will promptly notify you upon receiving and inspecting your return. If approved, your refund will be automatically processed to your original payment method. Please allow some time for your bank or credit card company to finalise the transaction.

Kindly note that our return policy may be subject to periodic updates. For the latest information, please refer to our website.

Thank you for entrusting vvave for your home appliance needs. For any inquiries or assistance, our support team is ready to assist at support@vvave.sg.