Refund & Cancellation Policy

1. General

This Refund & Cancellation Policy applies to products and services purchased or ordered through FoodMachTech Singapore and is operated by:

FMTI EQUIPMENT RENTAL & SERVICES PTE. LTD.

UEN: 202624996D

Tel: +65 81379679

Email: stella@foodmachtech.com

2. Cancellation Before Order Confirmation

Customers may request cancellation before an order has been confirmed.

Where payment has already been successfully collected and the order has not entered procurement, production, customization or fulfilment, we will generally issue a refund.

3. Cancellation After Order Confirmation

After order confirmation, cancellation may be subject to costs already incurred, including procurement, manufacturing, customization, logistics, installation arrangements or other non-recoverable costs.

Any applicable cancellation charges will be communicated to the customer where reasonably possible.

4. Standard Products

For standard products that remain unused, uninstalled and without any substantial modifications, consumers may submit a return application within 14 calendar days from the date of receiving the goods.

Returned items must be kept in intact original packaging, with all accessories complete, and in a fully resalable condition.

This clause does not constitute an unconditional return right. All return applications are still subject to compliance review based on actual circumstances and applicable laws.

For returns not caused by our liability or inherent product defects, the relevant return shipping fees and handling charges shall be borne by the consumer.

5. Defective or Non-Conforming Products

If a product is defective, damaged, materially different from the agreed specification or otherwise does not conform to the contract, customers should contact us promptly.

Depending on the circumstances and applicable law, we may provide repair, replacement, price reduction or refund.

6. Customised and Made-to-Order Products

For customized, configured, made-to-order or specially sourced products, order cancellation will not be accepted once the production or procurement process has commenced, except in cases where the products have quality defects or we fail to fulfill the agreed contractual terms.

Production/Procurement Commencement Rule: The production and procurement process is deemed officially started 24 hours after the order is confirmed and full payment is received. Customers may submit a cancellation request within this 24-hour window.

Important Notice: During the checkout process for customized products, this clause will be displayed in bold and highlighted on the order confirmation page, with a separate mandatory confirmation checkbox. Customers must actively tick the box to acknowledge and confirm that they are aware of this cancellation restriction before the order can be successfully submitted.

Important Notice: The item you are purchasing is a customized product. In accordance with Clause 6 of our Refund and Cancellation Policy, the production/procurement process will officially start 24 hours after your order is confirmed and full payment is received. After that, the order cannot be cancelled (except for product quality issues). Please confirm all your procurement requirements carefully before placing the order.

7. Installed or Commissioned Equipment

For equipment that has already been delivered, installed or commissioned, cancellation or return may involve reasonable costs for transportation, dismantling, reinstallation, site restoration or other services already performed, subject to applicable law.

8. Rental Cancellation

Rental cancellations are governed by the applicable rental agreement.

Rental charges already accrued, delivery charges, collection charges, installation charges and other agreed charges may not be refundable.

9. Maintenance and Service Cancellation

Customers may request cancellation before maintenance or service work begins.

If technicians, spare parts, transportation or other resources have already been arranged, reasonable costs may apply.

10. Non-Refundable Circumstances

Refunds may be refused or adjusted to the extent permitted by law where:

the product has been damaged through misuse;
the product has been modified without authorization;
the product has been improperly installed;
the product has been used outside its intended purpose;
damage was caused by abnormal operating conditions;
the customer failed to follow reasonable installation or operating instructions.

11. Refund Method

Approved refunds will normally be made to the original payment method used for the transaction.

For card payments, refunds will generally be processed back to the original card or payment account.

12. Refund Processing Time

We generally process approved refunds within 7 business days after the refund decision has been confirmed.

The actual time for the funds to appear in the customer’s account may depend on the payment provider, acquiring bank or card issuer.

13. Currency and Bank Charges

Where a refund is made through an international payment channel, exchange-rate differences, intermediary-bank fees or payment-provider charges may affect the amount ultimately received, where legally permissible.

14. Fraud and Chargebacks

We reserve the right to investigate refund requests involving suspected fraud, unauthorised transactions or inconsistent transaction information.

Customers should contact us before initiating a chargeback where the issue can reasonably be resolved directly.

15. Statutory Consumer Rights

Nothing in this Policy excludes or limits mandatory rights or remedies available to consumers under applicable Singapore law.

16. Contact

For cancellation or refund requests: