Return Policy

Effective Date: 4th Oct 2024

1. Introduction

At Kian Hong Press, we strive to ensure that all products meet the highest quality standards. Due to the custom nature of our printing services, returns and refunds are only applicable under specific circumstances. This Return Policy outlines the conditions and procedures for returning defective items, requesting a refund, or obtaining a replacement.

2. Eligibility for Returns

Because each order is customized, we cannot accept returns or issue refunds for errors in artwork, incorrect specifications, or changes in customer preferences once production has started. Returns are only accepted in the following cases:

  • Manufacturing Defects: If the product has defects in printing, material quality, or finish that deviate from the approved specifications.
  • Incorrect Product Delivery: If the delivered product does not match the item description or order details.
  • Damage During Shipping: If the product is damaged in transit and reported within 3 days of receipt.

If you believe you have received a defective product, please contact us within 7 days of receipt to determine eligibility.

3. Return Process

To initiate a return, please follow these steps:

  1. Contact Customer Support: Email us at support@kianhongpress.com or call us at +65 XXXX XXXX within 7 days of receiving the product. Please provide your order number, a description of the issue, and supporting photos if applicable.
  2. Assessment and Approval: Our team will review your request and determine if the product is eligible for a return or replacement. If approved, we will provide instructions for returning the item.
  3. Return Shipping: If the return is approved, customers are responsible for returning the item to our facility unless the error is a result of Kian Hong Press. Please ensure that the product is securely packaged to prevent further damage during return shipping.

4. Refunds and Replacements

Depending on the nature of the issue, you may be eligible for one of the following options:

  • Replacement: If the product is found to be defective, we will produce and deliver a replacement at no additional cost.
  • Partial Refund: If a replacement is not feasible, a partial refund may be issued depending on the severity of the issue.
  • Full Refund: In rare cases where the product is completely unusable due to manufacturing defects, a full refund will be issued.

Refunds will be processed using the original payment method and may take up to 14 business days to appear in your account.

5. Conditions for Non-Returnable Items

The following items are not eligible for return or refund:

  • Custom Orders with Approved Proofs: If the product matches the approved proof and specifications, it is not eligible for a return.
  • Customer Errors: Returns are not accepted for errors such as incorrect artwork, low-resolution images, or incorrect product selection.
  • Products Damaged After Delivery: Products damaged due to improper handling after delivery are not eligible for returns or refunds.

6. Shipping Damage Claims

If your product is damaged during shipping, please notify us within 3 days of receiving the item. You may be required to provide photos of the damaged package and product to support your claim. We will work with the shipping provider to resolve the issue and offer a replacement if necessary.

7. Order Cancellation

Order cancellations are only permitted before production has started. Once the order has moved into production, it cannot be canceled, and no refunds will be issued. Please contact us as soon as possible if you need to make changes or cancel your order.

8. Contact Information

For any inquiries regarding our Return Policy or to initiate a return, please contact us at: