We know how good customer service can make you feel, so ours is incredibly important to us and we want you to be completely satisfied with your purchases. This page aims to answer some of the most frequently asked questions. These are summaries only and you should read our Terms of Sale for more information.
Can I cancel my order before you manufacture it?
For Furniture Items ordered online
If you have a change of heart before we start the manufacturing process of your item ordered directly through our website, you can cancel at any time while we are still at the stage of collecting orders.
Log into our website and view your dashboard to check the status of your order. If your order is not yet at the "In Production" stage and is still under the stages "Pending" or "Processing", simply contact us and we will cancel your order and issue you a full refund. If your order is already at the production stage, we will not be able to cancel your order.
For Homeware Accessories
If you have a change of heart, you can cancel your order if we haven’t shipped it yet. Log and check your dashboard to view the status of your order. You can cancel at any time while we are still at the stage of "pending" or "processing" the order. No cancellations are allowed once the item has been sent.
For Custom-made Orders
When placing a custom-made order, full payment is required prior to production. Custom-made orders are sent directly to our craftsmen and as such we don’t accept cancellations once the order is agreed and paid for.
If ever you have a strong change of heart, or a change of circumstances prior to the beginning of the manufacturing of your custom-made item, then reach out to us immediately and we will endeavour to halt the production.
In most cases, we would be unable to cancel the contract due to the bespoke nature of the work. If you wish to cancel after work on your order has begun then you will be charged for the full price of the order. This does not affect your statutory legal rights.
For all type of Orders
In a case where the manufacturing process has not been started for any type of order, we will cancel your order but we reserve the right to charge you for any pre-work done and arrangements completed before we started producing your item, as well as processing fees to issue your refund.
What if I don't like the product I ordered when it arrives?
For Furniture Items Ordered Online and Homeware Accessories Only
Return Policy
We’re confident you will love it, but if in the unlikely event that our products do not live up to your expectations, fit with your home or if you just change your mind, you can return your items up to seven (7) days after the delivery date. Beyond seven (7) days after delivery, unfortunately we can’t accept any return.
Return Eligibility
To be eligible for a return and for us to accept it, please ensure that items have been unused and are restored back to the same condition as they were received, with the original packaging intact to protect it on it’s return journey. We must insist that all original packaging on fabric items, i.e. cushion covers, upholstery etc. is fully intact and unopened.
INBALI reserves the right to reject any returns for the following cases:
- We will not be accountable for any item not in its original condition, damaged or missing parts for reasons unknown.
- Any item that is returned more than 7 days after the recorded delivery date.
- There will be no returns on accessories or soft furnishings, such as cushions, throws and bed linen.
Return Process
- After making sure you are eligible for a return, all we need from you is to fill in our online return form within a week of receiving your products and wait for us to assist you with your return. Please be reminded that returns for items that do not meet the Return Eligibility conditions will be rejected.
- You will need to disassemble your product and repackage it in its original packaging, in order for our delivery partners to collect.
- Our Logistics team will contact you to schedule the collection. We will arrange for the items to be collected within 2 weeks of the return request.
- After items are returned to our warehouse and inspected, we will proceed to fulfil your refund.
For Custom-made Orders
No returns or refunds are available on custom-made items, unless a manufacturing defect is found or an item is damaged during shipment. You can reach out to us as soon as you notice the fault at address.
For Cushions and Bed Linens
No returns or refunds are available on linen items, unless a manufacturing defect is found or an item is damaged during shipment. You can reach out to us as soon as you notice the fault at address.
Will I be charged for the collection of items?
If you simply change your mind and wish to cancel the order after delivery, you are fully responsible for the return collection costs. You will be responsible for paying for the shipping costs for returning your item with our delivery partner. All shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund total.
We estimate your return shipping costs from S$90 up to S$150 depending on the size and weight of the item you are returning. We will let you know the exact amount based on your order after we receive your return form.
How will I receive my refund?
Within our 7 days return policy, we will be happy to offer a full refund on your order (minus the delivery and return costs described below).
Refund process
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed. For security reasons we can only make refunds to the original payment method you used to place your order. You will see the refund as a credit in your account approximately 5-10 business days later. You will receive an email directly from our payment partner, notifying you of a successful refund.
Refund amount
As shipping is a hard cost we incur from logistics, please note that all delivery costs are non-refundable. As such, you will be refunded the following amount:
Refunded Amount = Final Paid Price - Delivery Fee - Return fee
While some companies build in return fees into their prices, we charge only when you return. This way, you’re not paying for other peoples’ returns or shipping.
What if the item is damaged when it arrives or you sent me the wrong item?
For Furniture Items Ordered Online, Custom-made Orders and Homeware Accessories
Our quality inspectors check every piece to make sure it’s up to our high standards before it is dispatched, so damage is hopefully very rare. It’s also very important that you inspect your product upon delivery, as you’ll be requested to sign a form confirming that it appeared to be in good condition when you originally received it. If you’re not happy with the goods when you first inspect them, let our courier know before they leave.
If you only realise after the delivery that you’re unhappy with the quality, or if we’ve sent you the wrong item, all we need from you is to fill in our online return form within 7 days of receiving your products and wait for us to assist you with your return. It would be great if you could have a photo or two of the damage or other issues with the product ready for when talking to us.
Please note:
- To help us with your return, you will need to disassemble your product and repackage it, in order for our delivery partners to collect and protect it on it’s return journey.
- If you return an item because it is faulty, damaged or as a result of something we have done wrong, we will not charge for the return or collection costs.
We will get back to you as soon as possible to arrange a pick-up date and other required details.
