What is the difference between a Return, Refund and an Exchange?

Under our Returns & Exchanges policy, what constitutes a  “Return” (or “Refund”) is when the item(s) you purchased from us did not meet your expectations for one reason or another and you are looking for a full/partial refund upon return of the item(s).

An “Exchange” on the other hand means that you would like to exchange the item you purchased from us for the same item(s) but of a different variation (i.e. size/colour/pattern) OR for a completely different product of equal or higher (price) value. If you choose to exchange an item(s) of lesser (price) value than your initial purchase, we will credit the difference in the form of a cash voucher which you use in your next purchase with us.

You may also request for “Exchange” for items that arrived to you damaged (e.g. stained/ripped).

Please note that we check and document all our orders before shipping out.

What is Finix's return/exchange policy? 

Our return/exchange policy is available on unworn items within fourteen (14 ) days from date of shipment.

If your product satisfies the following scenarios, you may be eligible for a one-time free return (this is only applicable for domestic (Singapore) orders):

  1. If you ordered a product but it does not meet your desired style/comfort level, we are happy to bear the return shipping cost for the item(s).
  2. If you ordered a product but it does not match your desired fit we are able to process an exchange for your desired size. We are happy to bear the shipping cost for you to return the item(s) to us.
  3.  In the case we do not have your desired size in stock, we are able to either offer you an alternative product or give you a promo code amounting to the full price of your returned product, so you are able to exchange it with something to your liking.

If you ordered multiple products and wish to exchange only one (1) piece, you will be responsible for the full price of the piece(s) you keep.

For all exchanges, products are not guaranteed in stock and will only be reserved for you once your returned item has been received and cleared by us.

Returned items must have their tags attached and must not be soiled, altered or washed in any way. Finix reserves the right to refuse a return if the conditions aforementioned have not been met.

Once returned items have been checked and approved by the team, a full/partial refund on your returned item(s) will be disbursed back to you. 

How do you start a return/exchange process?

1. Please email us at orders@finixwear.com with the following details:

For Return/Refund:

  • Your full name
  • Email address used to place the order
  • Order reference number
  • Details of item(s) you would like to return
  • Reason for returning your purchase

For Exchange:

  • Your full name
  • Email address used to place the order
  • Order reference number
  • Details of item(s) you would like to exchange
  • Reason for exchanging your purchase 
  • Colour and size of the replacement item(s) you want

2. Upon assessment of your return/exchange request, our customer service staff will be in touch with you on next steps.

3. If your return/exchange request is approved, we will schedule with you a pick up date.

4. You will receive a confirmation email from us or our delivery partner, together with our delivery partner’s shipping label. Your duty working up to the scheduled pick up date is to:

  1. Re-package the return/exchange item(s) properly into a large enough (poly)mailer/box of durable quality (waterproof and resistant to wear and tear)
  2. Place the receipt/package slip you received in your original order into the mailer (this is for our verification purposes), and
  3. Seal the mailer tightly and print/paste the shipping label clearly on the outside of the package so that our logistics partner can verify the item easily when they collect it from you.

Please note: Items returned or exchanged are to be in original condition, i.e.

  • have all tags intact (not torn, ripped or missing)
  • in their original packaging
  • no visible stains or damages to the apparel
  • free from any obvious and non-neutral odours (e.g. cigarette smoke, food/oil, body sweat stains or odours, perfume/garment fragrance scents)
  • unwashed (i.e. free from any detergent/washing powder smells)

Item(s) will not be eligible for returns/exchanges if they do not meet one or more of the above criteria. Finix reserves the right to refuse a return if the conditions above have not been met.

Don’t worry about the return shipping cost! It will be borne by Finix.

Sale/Marked-down items bought during promotional periods and/or using discount codes are strictly not eligible for return, refund or exchange.

Items bought on Pre-order are also not eligible for return, refund or exchange.

If your return/exchange package does not reach us, Finix is not responsible for any lost or misplaced mails.

If we made a mistake with the delivery of your order (e.g. wrong address written, wrong item shipped, etc.), we are committed to rectifying the problem and sending you replacement. 

However, if it was a mistake on your end (e.g. provided us with the wrong delivery/pick up address, accidentally placed an order on the wrong item/size/colour, etc.), a re-delivery fee of $5 SGD will be administered if you do not inform us of your incorrect delivery details within 12 hours of your order.

Cancellation – Once orders are confirmed and processed, no cancellations are allowed once they have been packed and ready to ship.

What happens after a pick up is completed?

Once your package has been picked up and successfully received by us, we will send you an email confirmation to notify you. A review on the state of your return/exchanged item will be done by our inventory team and a final outcome will be sent to you via email.

 

How long does it take for my returns/exchanges to be processed?

If returned/exchanged item(s) is/are meet all the above criteria, we will process your request within 3 – 5 working days. Our inventory team will notify you via email and a full/partial refund on your returned item(s) will be disbursed back to you. Please note that a refund will take up to ten (10) business days to be credited back to your account.

Should the returned item(s) NOT meet our return/refund criteria, our team will notify you via email of the issues spotted with supporting evidence. If you do not agree with them, you can choose to appeal with the team. However, please provide the necessary supporting evidence in your appeal if not we can choose to reject the appeal completely.

In the event you choose to accept our claims, you have the option to keep or abandon your returned item(s). Should you choose to keep them, you will be responsible for the delivery fee back to your address. An invoice will be sent to you for your payment. No full/partial refund will be made should you choose to abandon your returned item(s) with us.

I received a defective/incorrect order, what should I do?

Get in touch - immediately. We apologise for the inconvenience caused.

Please email us at orders@finixwear.com with the following details:

  • Full name
  • Email address used to place the order
  • Order Reference Number
  • Description of the defect. For incorrect orders, please let us know your correct order and what you actually got from us.
  • Photographic evidence of the defect or incorrect order (for incorrect size, please send us a general photograph of the item and a zoomed in shot of the size label).

Once we’ve received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.

Do note that all our products are thoroughly checked and documented before it's delivered.