Refund policy

1. Introduction

This return and refund policy explains how The Collective Style Label Pte Ltd (“we”, “us” or “our”) handles requests for returns, exchanges and refunds. We operate with a global network of logistics partners to fulfil orders efficiently. We comply with Singapore's consumer protection laws and are committed to resolving any issues fairly.

2. Eligibility for Returns and Refunds

Our policy distinguishes between defective products, incorrect orders, missing items and change‑of‑mind returns.

  • Defective or faulty goods: Under Singapore’s Consumer Protection (Fair Trading) Act (“CPFTA”), if goods are defective or do not meet their promised specifications at the time of delivery, you may request a repair, replacement, discount or refund within six months of purchase. If repairing or replacing the item is impossible or disproportionately costly, you may keep the goods at a reduced price or return them for a full refund.
  • Incorrect or missing products: If you receive the wrong product or your order is missing parts, contact us within 30 days of receipt. Our suppliers offer a full refund or replacement for incorrect items and may resend missing parts or issue a partial refund for minor omissions.
  • Damaged items: If a product arrives badly damaged, we will arrange a replacement or full refund. For partially damaged items (e.g., minor scratches or wrinkles), we may offer a partial refund.
  • Orders not received: If tracking information shows that your order has not been delivered after 60 days (45 days for U.S. orders or 110 days for Brazil), we may issue a refund or resend your order. We cannot offer refunds or resends when tracking indicates delivery unless you provide a non‑delivery certificate from your local post office.
  • Change‑of‑mind: We do not accept returns or refunds simply because you no longer want the product, as our suppliers consider such disputes unreasonable. Please review product descriptions carefully before ordering.

3. Items Not Eligible for Return

The following categories cannot be returned or refunded:

  • Custom or print‑on‑demand products once production has started.
  • Pre‑order inventory and personalised media (video/photo) orders.
  • Gift cards and certain personal care items.
  • Products sold at discounted or clearance prices (except where defective).
  • Service products or non‑physical goods (consultations, digital downloads), which are not covered by Singapore’s lemon law.

4. Return Window and Condition

You must initiate your return request within 30 days of receiving your order. Returned items must be unused, in the same condition you received them and in the original packaging. We also require proof of purchase (order number, invoice or receipt). Items returned after 30 days or not in original condition may only be eligible for a partial refund or may not be accepted.

5. How to Request a Return or Refund

Since we partner with CJdropshipping to fulfil your orders, we handle all return and refund requests on your behalf. Do not open disputes directly with our supplier. Instead, please contact us first with the required proof, and we will liaise with the supplier to resolve the issue. To initiate a return or refund request:

  • Contact us first: Email info@thecollectivestylelabel.com within the return window. Describe the issue and include your order number and photos or videos of the problem.
  • Provide evidence: You must supply photos or videos showing the defect or damage, plus a screenshot of your complaint if you’ve already contacted us via another channel.
  • Receive authorisation: We will review your request and, if approved, instruct you on how to proceed. Do not return products without our authorization.
  • Return shipping: All approved returns must be shipped to our supplier’s China warehouse. Customers are responsible for return shipping costs, customs duties and any associated fees. Returns should be sent within 30 days of receipt. Because international returns are expensive and may be lost or damaged in transit, we may recommend a partial refund instead of a physical return.
    Return Address:
    The Collective Style Label Pte. Ltd.
    358C UBI ROAD 3 #09-186 Singapore 403358

6. Refund and Exchange Options

After receiving and inspecting the returned item, we will notify you of approval or rejection. If approved, we may offer one of the following solutions:

  • Full refund: For defective, incorrect or missing products, you may receive a full refund to your original payment method.
  • Partial refund: For minor defects or missing parts that do not affect function, or for items returned in non‑original condition, we may issue a partial refund.
  • Replacement or exchange: We may resend the correct item or missing parts. Exchanges are only available for the same product and are subject to stock availability.
  • Store credit: In some cases, especially gifts, we may provide a credit for future purchases.

Refunds typically take 7–14 business days to process once approved. Shipping charges and import duties are non‑refundable and may be deducted from your refund.

7. Order Cancellations

Orders may be cancelled for a full refund if the request is made before our supplier begins processing the order. Print‑on‑demand, preorder inventory and media production orders cannot be cancelled after payment. Once an order has been processed by the warehouse, we cannot cancel or modify it.

8. Unacceptable Disputes

Our suppliers will not accept disputes for the following reasons: you change your mind, dislike the product, notice a mild odour, order the wrong item or colour, provide an incorrect address, or agree to accept product differences beforehand. Please ensure you review product details carefully and confirm your shipping information before completing your purchase.

9. Low‑Value and High‑Value Items

Low‑Value Items. For products under SGD 13 (approximately USD 10), our suppliers may suggest that you keep the item and request a partial refund, as the cost of returning the item often exceeds its value. We reserve the right to offer partial refunds or reshipments at our discretion.

High‑Value Items. For high‑value items where a return is requested for resale, you may be required to create a shipping label and may incur inspection and restocking fees. We will advise you of any such fees when authorising the return.

10. Consumer Rights and Statutory Protections

This policy does not override your statutory rights under Singapore’s consumer laws. If you discover a defect within six months of delivery, the seller bears the burden of proving the goods were not faulty at delivery. After six months, you must show that the defect existed at the time of delivery. You are not entitled to a remedy if you caused the damage, misused or altered the product, knew about the defect before purchase, simply changed your mind, or the damage resulted from normal wear and tear.

11. Contact Information

If you have questions about our return and refund policy, please contact our customer support:

The Collective Style Label Pte. Ltd.
Address: 358C UBI ROAD 3 #09-186, Singapore 403358
Email: info@thecollectivestylelabel.com
Phone: +65 98191030

We strive to respond promptly and resolve issues in a fair and transparent manner. Please include your order number and detailed information so we can assist you efficiently.

Last updated: 21 January 2026