Refund policy

At ORCACLEAN, we take care in preparing and delivering every order. As our products are intended for food-care use and hygiene is important, we are unable to accept returns simply due to a change of mind once an order has been delivered. However, if something is genuinely wrong with your order, we will do our best to make it right.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at care@orcaclean.sg. Please include your order number so that we can assist you more efficiently. Please note that returns will need to be sent to the following address: 12 Tampines North Drive 4 S529435 #04-06

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at care@orcaclean.sg.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Change of Mind

All purchases are considered final once an order has been fulfilled and delivered. We do not offer returns, exchanges or refunds for:

* Change of mind 
* Accidental orders
* Ordering the wrong quantity
* Personal preference
* Products that have been opened, used or partially used
* Products that have been improperly stored or handled after delivery

This is because we cannot resell returned food-care products once they have left our control, even if the external packaging appears unopened. Nothing in this policy limits any rights or remedies you may have under applicable Singapore law.

 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at care@orcaclean.sg.

 

Original delivery charges are generally non-refundable unless the refund results from an error by ORCACLEAN, defective goods, or where otherwise required by applicable law.

If your order arrives:

* Damaged
* Defective
* With the wrong product or quantity
* With missing items
* In a condition that makes the product unsuitable for its intended use

Please contact us at care@orcaclean.sg within 7 days of delivery.

Please include:

* Your order number
* A description of the issue
* Clear photographs and/or videos showing the product, packaging and shipping label where relevant

We may request additional information reasonably required to assess your claim.

Where a product is confirmed to be defective, damaged upon delivery, incorrectly supplied, or otherwise does not conform to your order, we will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include replacement, exchange, price adjustment or refund.

Packaging Damage

Minor cosmetic damage to outer shipping materials that does not affect the safety, quality or usability of the product will generally not qualify for a refund or replacement.

If the product packaging itself is materially damaged, tampered with, leaking, unsealed or otherwise compromised when delivered, please do not use the product and contact us immediately.

Opened or Used Products

For hygiene and product-safety reasons, opened or used products generally cannot be returned or exchanged unless the product is defective or otherwise does not conform to the purchase contract.

If you believe there is a quality issue after opening the product, please stop using it and contact us with your order details and supporting photographs or videos.

Product Expectations

Individual experiences may differ depending on factors such as produce type, water volume, soaking method and usage conditions.

A return or refund will not ordinarily be provided solely because a customer:

* Does not personally prefer the product
* Expected a different level of foam, scent or visible reaction
* Used the product contrary to the instructions provided
* Expected results or benefits that are not expressly stated or guaranteed by ORCACLEAN

Any product efficacy claims made by ORCACLEAN should be read together with the applicable product information, usage instructions and test scope.

Orders Returned Due to Incorrect Address or Failed Delivery

Customers are responsible for providing a complete and accurate delivery address.

If an order is returned to us because:

* An incorrect or incomplete address was provided
* Delivery was repeatedly unsuccessful
* The parcel was not collected where collection was required
* The recipient could not be contacted

we may require payment of an additional delivery fee before arranging redelivery.

Where a refund is approved instead of redelivery, reasonable delivery or return-to-sender charges actually incurred may be deducted from the refund, to the extent permitted by law.

Order Changes and Cancellations

We process orders as quickly as possible.

If you need to amend or cancel an order, please contact us at care@orcaclean.sg as soon as possible.

We cannot guarantee that an order can be changed or cancelled once it has entered processing, packing or fulfilment.

If an order has already been dispatched, our normal return and refund terms will apply.

Promotional, Discounted and Bundle Orders

Products purchased during promotions, with discount codes or as part of bundles remain subject to this Return & Refund Policy.

Where a partial refund is approved for a bundle or multi-buy offer, the refund amount may be recalculated based on the value of the items retained and the promotional terms applicable to the original purchase.

Any free gift supplied as part of a promotion may need to be returned unused and in its original condition where a full-order refund is approved.

Suspected Misuse or Fraudulent Claims

We reserve the right to decline claims that we reasonably believe involve:

* Fraudulent activity
* Deliberate product damage
* Repeated abuse of our return process
* False or misleading information
* Claims unsupported by reasonably requested evidence

This does not affect any statutory rights available to customers under Singapore law.

Your Rights Under Singapore Law

This policy is intended to operate consistently with applicable Singapore consumer protection laws.

Under Singapore’s Consumer Protection (Fair Trading) Act and related Lemon Law provisions, consumers may have remedies where goods do not conform to the contract at the time of delivery, including in appropriate circumstances repair, replacement, price reduction or refund.

Nothing in this policy is intended to exclude, restrict or override any consumer right that cannot lawfully be excluded.