Return and Refund Policy
You may be eligible to return a Product for a refund under this policy if:
You have purchased a Product through igloocompany’s official store, and within thirty (30) calendar days of your receipt of the Product, you are not completely satisfied with your purchase; or
You have been asked by our Customer Support team to do so in relation to a defective Product under Warranty.
Please refer to the return policy of our authorised dealers, distributors or resellers if you have purchased a Product through them, and you are not completely satisfied with your purchase.
In order to return a Product under this policy:
If you have purchased the Product in the United States, and would like to return it within thirty (30) calendar days its receipt, you shall ship the Product with tracking number to:
4801 Freidrich Ln Bldg 3 Ste 250,
In all other instances, in order to return a Product under this policy, you shall ship the Product with tracking number to:
igloocompany Pte. Ltd.
71 Ayer Rajah Crescent, #01-24/26,
Attn: Customer Support
You shall be provided to igloocompany the tracking number via email to firstname.lastname@example.org. You shall also provide to igloocompany via email your contact details and a copy of your original receipt evidencing your purchase of the Product. Our Customer Support team may contact you through the contact details you provided in your email should we require more information from you to process your refund.
You are required to ship the returned Product with sufficient shipping packaging and void fill material inside to prevent product from physical damage during return transportation. igloocompany shall not be responsible for any loss and damage in return shipping.
Unless the Products are returned under Warranty or returned in the United States, we will not cover fees for outbound or inbound shipping and/or any taxes for the returned Products. In such case, any shipping costs or taxes incurred by igloocompany may be deducted from the refund value.
Please note that a restocking fee of SGD50.00 may be deducted from the refund value for the Products returned.
Where applicable, once the returned Product is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If your refund is approved, a credit will be applied either through your original method of payment, or through any other channels of monetary refund as agreed with you, within two weeks of your notification of such refund approval.
Limitations and exclusions
Please refer to our Warranty Policy for the terms and conditions in relation to the return and refund of defective Products.
The following additional conditions must be met for a Product to be refunded within thirty (30) calendar days of your receipt of the Product:
The Product must be manufactured by or for igloocompany and can be identified by the original “igloohome” or “iglooworks” trademark, trade name or logo affixed to them, and purchased from igloocompany directly.
The Product must be undamaged and returned with the original contents, packaging and documentation.
Should the Product be paired to an igloohome account, the Product has to be deleted from the account, and reset to factory settings. Please refer to the user guide, or the QR code indicated on Quick Start Guide on instructions how to do so. igloocompany assumes no responsibility for any loss, damage, destruction, alteration or failure to maintain confidentiality of personal data, information or other material left in the Products.
With respect to Products that require prior installation (“Installation Products”):
The Product will not be eligible for return/refund once it has been installed;
Where you have opted to have our authorised technician install the Product, an additional administrative fee of SGD80.00 will be charged if our authorised technician is unable to install the Product because (i) you have provided us with erroneous information in relation to the installation site, (ii) there was no one on site when our technician arrive at the schedule time to perform the installation, or (iii) you decided to return the Product upon the arrival of our technician on site.
You may contact our Customer Support team via email at email@example.com should you require clarifications on our Return and Refund policy.