Returns & Exchanges

SurgiOwl Returns & Exchanges

SurgiOwl™ is operated by S-Imports Pte. Ltd., Singapore.

Change-of-mind exchanges

If you receive your SurgiOwl product and would prefer another SurgiOwl product, you may request an exchange.

Please contact us promptly after delivery before sending anything back so that we can confirm the exchange and provide return instructions.
For a change-of-mind exchange, the customer is responsible for arranging and paying for return shipping to us.
The returned product should be complete, undamaged, clean and include its original accessories, manuals, cases and packaging, subject to reasonable handling for inspection or fitting.
After we receive and inspect the returned item, we will arrange delivery of the replacement SurgiOwl product selected by the customer.
If the replacement product costs more, the price difference must be paid before dispatch. If it costs less, the difference will be refunded or credited as applicable.

A change-of-mind exchange does not automatically create a right to a cash refund.

Defective, incorrect or non-conforming products

If a product is defective, materially different from its description, or the wrong item has been supplied, please contact us promptly with your order number and supporting photographs or video where appropriate.

Depending on the circumstances, we may arrange inspection, repair, replacement, price adjustment or refund as appropriate. Nothing in this policy limits rights or remedies that cannot lawfully be excluded under Singapore law.

Shipping damage

If your parcel or product appears damaged on arrival, please retain the product and all packaging and notify us as soon as possible, preferably within 48 hours of delivery, with photographs of the parcel, packaging and product. This 48-hour notification request is intended to help us investigate courier claims quickly and does not limit any statutory rights.

Where damage occurred before or during delivery to you, we will assess the matter and arrange an appropriate remedy, which may include repair, replacement or refund as required.

Return shipping responsibility

For approved change-of-mind exchanges, the customer bears the cost and risk of shipping the item back to us until it is received. We recommend tracked and adequately insured shipping. Where a return is required because the product was supplied incorrectly, arrived defective, or was damaged before delivery, we will arrange or reimburse reasonable return shipping as appropriate.