At Direct Wholesale, we are committed to delivering quality products exactly as described. Every order is thoroughly inspected before dispatch to ensure brand authenticity, accurate product descriptions, and correct weight. Please note: while we ensure the correct weight, the number of units per carton may vary depending on the product packaging.
This policy outlines the terms and process for returns, replacements, refunds, and cancellations. We encourage all customers to read it carefully before making a purchase.
1. Eligibility for Returns
We only accept returns in the following circumstances:
- Damaged during transit - The product arrived physically damaged due to shipping.
- Incorrect item received - You were sent the wrong product compared to your order confirmation.
2. Return Conditions
To qualify for a return, the following conditions must be met:
- Unused Condition - Items must be unused and not show any signs of wear, tampering, or alteration.
- Original Packaging - Items must be returned in the original manufacturer packaging, including labels, tags, seals, and accessories (if any).
- Same Condition as Delivered - The product should be in the same physical condition as when delivered.
3. How to Make a Return (5-Step Process
If your product meets the above criteria, please follow the steps below
- 1. Notify Us Within 1 Business Day
- Contact us within 24 hours of receiving your order.
- 2. Contact Details
- Email: info@directwholesale.com.sg
- WhatsApp: +65 9295 9883
- 3. Provide Evidence
- Share a clear photo (or video, if applicable) of the affected item via email or WhatsApp.
- 4. Wait for Quality Control Approval
- Our Quality Control (QC) team will review your case and confirm if it is eligible for a return.
- 5. Collection Arrangement
- Once approved, we will arrange for our courier partner to collect the item from your location.
4. Replacement or Refund
- Replacement - If the product is in stock, we will send a replacement at no additional cost.
- Refund - If the product is out of stock, we will process a refund to your original payment method.
5. Refund Policy
Refunds are applicable in the following cases:
- A wrong item was delivered.
- The package was lost in transit.
Refunds will NOT be provided for:
- Incorrect or incomplete delivery address provided by the customer.
- Deliveries sent to P.O. Boxes.
- Orders with three failed delivery attempts by the courier.
- Packages refused by the recipient at the time of delivery
6. Order Cancellations
If an order is cancelled immediately after it is placed (before processing begins):
- A 3.5% credit card processing fee will be deducted from your refund
- The remaining amount will be refunded to your original payment account.
7. Important Notes
- All refunds are processed through our secure payment gateway provider
- All claims must be submitted within 1 business day from the delivery date. Claims made after this period will not be entertained.
- To ensure the fastest resolution, please include your Order ID and supporting photos when contacting our customer service team