Refund and Return Policy
This refund and return policy applies to purchases made through the tesserastow website operated by Locker & Lock Pte Ltd.
This policy aims to comply with applicable consumer protection requirements for European customers and applicable business obligations under Singapore law.
- Company Information
Company Name: Locker & Lock Pte Ltd
Brand Name: tesserastow
Registration Number: 199003808R
Registered Address:
33 Ubi Avenue 3, #07-66/67 Vertex Tower, A, Singapore 408868
Customer Contact Email:
bathroom@tesserastow.com
Tel:
+65 67421118
- Order Delivery Information
Orders are shipped from Singapore to the designated European destination.
All orders are shipped on a Delivered Duty Paid (DDP) basis. The displayed price at checkout is all-inclusive (including European VAT and import clearance fees). No additional customs fees will be requested upon arrival.
Estimated delivery time is typically 5 to 12 business days after shipment.
Locker & Lock Pte Ltd partners with several well-known international carriers, including priority services from the following:
DHL
FedEx
UPS
Customers may receive automated email notifications during key delivery stages, including:
Order Confirmation
Shipping Confirmation
Carrier Shipping Updates
Arrival at Local Distribution Center
Final Delivery Status
Tracking notifications will be sent to the email address you submitted at checkout.
If shipments exceed the estimated standard delivery time, Locker & Lock Pte Ltd may investigate with the relevant carrier. After reviewing the shipment status and existing records, we will provide an appropriate solution on a case-by-case basis, including, where applicable, reshipment or refund.
- Right to Return
Customers located in Europe have a statutory right to return goods within 14 days of receipt.
To exercise this right, customers must contact customer support using the contact details below within the applicable return period.
The application should include the following information:
Customer’s Full Name
Order Number
Contact Email Address
If applicable, please state the reason for the return.
Customers may return eligible goods in accordance with applicable consumer protection regulations.
- Return Address
For approved returns from European customers, after receiving return instructions from customer service, please send the item to the following return address in Singapore:
Return Address:
33 Ubi Avenue 3, #07-66/67 Vertex Tower, A, Singapore 408868
Do not return goods without prior authorization for a return.
For remorse returns, due to high international shipping costs from Europe to Singapore, we highly recommend contacting our support team for a alternative solution, such as a partial refund or store credit without returning the product.
- Damaged, Defective, or Incorrect Goods
If goods arrive damaged, significantly defective, or incorrect, customers should contact customer service immediately upon receipt and provide photos showing the problem.
Upon verification, Locker & Lock Pte Ltd will provide an appropriate solution, including replacement or refund.
For verified damaged or defective goods, customers may not need to return the affected goods before a refund or exchange.
- Refund Processing
Approved refunds will be credited to the original payment method used at the time of the transaction.
Supported payment methods include:
Visa
Mastercard
American Express
Apple Pay
Google Pay
E-wallet payment options available at checkout
Refund processing times may vary depending on the customer’s payment service provider or financial institution.
- Return Conditions
Returned goods should be in good condition and properly packaged.
Locker & Lock Pte Ltd reserves the right to review returned goods if their condition differs materially from what the customer reasonably expected after a normal inspection.
Nothing in this section limits statutory rights under mandatory consumer protection laws.
- Undelivered or Lost Goods
If goods cannot be located or delivery confirmed within a reasonable investigation period, Locker & Lock Pte Ltd may check shipping records with the relevant carrier.
After reviewing the available information, we will provide an appropriate commercial solution as appropriate.
Locker & Lock Pte Ltd assumes all risk of loss or damage to the goods until delivery to the customer or their designated consignee.
- Contact Information
For refunds or returns, customers may contact:
Locker & Lock Pte Ltd
Tel: +65 67421118
Email: bathroom@tesserastow.com