Returns & Refund Policy

Last updated: 28 March 2026

Terms of Service | Privacy Policy | Warranty Policy

This Returns & Refund Policy explains how Silk.sg handles cancellations, change-of-mind returns, damaged items, incorrect items, and approved refunds for orders placed with Art of Space LLP, trading as Silk.sg.

1. Order Cancellations

  • Orders for custom-made, made-to-order, preorder, clearance, sale, used, display-set, or specially sourced items are generally non-cancellable once confirmed, unless required otherwise by law or expressly agreed by us in writing.
  • For standard items, cancellation requests are assessed based on order status, supplier commitments, and whether shipping or processing costs have already been incurred.
  • If we agree to a cancellation, any approved refund may be reduced by non-recoverable payment processing, shipping, sourcing, or administrative costs already incurred where legally permitted.

2. Change-of-Mind Returns

  • For eligible standard items, change-of-mind return requests should be submitted within 30 days of delivery or collection.
  • To qualify, the item must be unused, unassembled where applicable, in resaleable condition, and returned with original packaging, accessories, manuals, and proof of purchase.
  • Approved change-of-mind returns may be subject to reasonable collection, restocking, payment-processing, redelivery, or return-shipping charges.
  • Original shipping, installation, customization, disposal, rush-order, and other service fees are non-refundable once incurred.

3. Non-Returnable Items

  • Custom-made, made-to-order, preorder, or specially sourced products.
  • Clearance, sale, used, or display-set items sold on an as-is basis, unless otherwise required by law.
  • Items that have been used, assembled, altered, damaged after delivery, or returned without original packaging where the missing packaging materially affects resaleability.

4. Inspection on Delivery

  • Please inspect your order as soon as reasonably possible after delivery or collection.
  • If an item appears damaged in transit, materially defective on arrival, or incorrect, please notify us promptly with clear photographs, your order details, and a description of the issue.
  • Do not dispose of packaging or proceed with installation before the issue is assessed if doing so would prevent verification of the claim.

5. Damaged, Incorrect, or Defective Items

  • If we verify that an item was delivered incorrectly, damaged in transit, or affected by a manufacturing defect, we may, at our option and subject to applicable law, repair the item, replace the affected part or product, provide a price adjustment, arrange return, or issue a refund.
  • The chosen remedy will depend on the nature of the issue, product availability, time since delivery, and whether the issue substantially affects normal use.
  • For verified manufacturing defects in Singapore, Silk will cover the reasonable shipping or delivery cost of replacement parts supplied under warranty. Labour, assembly, disassembly, site visits, and third-party contractor fees are not included unless we expressly agree otherwise in writing.

6. What Is Not Considered a Defect

  • Minor marks, small variations, or cosmetic imperfections that do not materially affect normal use.
  • Natural variations in wood grain, marble veining, stone patterning, leather, fabric texture, or handcrafted finishes.
  • Reasonable colour differences caused by screen settings, photography, lighting, or batch variation.
  • Softening of cushioning, bedding, or upholstery from ordinary settling and normal wear.
  • Damage arising after delivery from misuse, improper assembly, neglect, impact, water exposure, mold, pests, chemicals, direct sunlight, or inadequate maintenance.

7. Refund Timing

  • Where a refund is approved, we will generally process it to the original payment method.
  • Bank, card, wallet, or payment platform processing times may vary and are outside our direct control.
  • If part of an order is refunded, any non-refundable services or charges already consumed may be deducted where legally permitted and previously disclosed.

8. Contact for Returns

To request a cancellation, return, or refund review, please contact us via https://silk.sg/contact/ and include your order number, contact details, and clear supporting photos where relevant.