VolumeFive Pte Ltd

Last Updated: 6 November 2026

At VolumeFive, we are committed to providing quality products and a reliable shopping experience.

Our collections include bathroom sanitaryware, faucets, fittings, kitchen solutions, modular cabinetry, appliances, architectural hardware and other interior products sourced from local and international manufacturers.

As many of our products are imported, specially procured or customised to individual requirements, we encourage customers to carefully review all product details before confirming their purchases.

All confirmed sales are generally final. Returns, refunds, cancellations and exchanges are not permitted except as expressly provided in this Policy or required under applicable Singapore law.

By purchasing through www.volumefive.com, customers acknowledge these terms, subject to their statutory rights.

1. No Change-of-Mind Returns or Refunds

VolumeFive does not accept returns, refunds or cancellations for confirmed purchases due to:

• Change of mind or personal preference.
• Incorrect product, model, size, colour, finish or quantity selected by the customer.
• Incorrect measurements or specifications provided by the customer.
• Products no longer required due to changes in renovation, construction or project plans.
• Products that do not match the customer's existing fittings, fixtures or installations where compatibility was not confirmed.
• Products purchased elsewhere at a lower price.
• Delays in the customer's own renovation or installation schedule.

Customers are responsible for checking product specifications, dimensions, finishes, installation requirements and compatibility before placing an order.

Where necessary, customers should consult their architect, interior designer, contractor or qualified installer before purchasing.

Any voluntary exception to this Policy is subject to VolumeFive's prior written approval.

2. Products Not Eligible for Voluntary Returns, Refunds or Exchanges

The following products are not eligible for voluntary returns, refunds, cancellations or exchanges once an order is confirmed.

2.1 Sale, Promotional and Clearance Products

• Sale and discounted products designated as final sale.
• Clearance and discontinued products.
• Promotional and special-offer products designated as final sale.
• Display, ex-showroom and demonstration products.

2.2 Customised and Made-to-Order Products

Products manufactured, fabricated, modified or configured according to customer specifications, including:

• Custom-sized sanitaryware, furniture and fittings.
• Modular kitchens and customised cabinetry.
• Custom colours, materials and finishes.
• Special configurations or dimensions.
• Bespoke architectural hardware and accessories.
• Other made-to-order products.

2.3 Back-Ordered, Pre-Ordered and Special-Order Products

Products not available from VolumeFive's existing local stock and specifically ordered, reserved or procured from a manufacturer or supplier to fulfil a customer's purchase.

This includes:

• Back-ordered products.
• Pre-order products.
• Special-order and indent products.
• Products requiring procurement from overseas suppliers.
• Products specially sourced for a particular customer or project.

Once confirmed, these orders cannot be voluntarily cancelled, returned or exchanged, even if the products have not yet been delivered.

2.4 Installed, Used or Altered Products

Products that have been:

• Installed, fitted, assembled or used.
• Connected to water, gas or electrical systems.
• Cut, drilled, modified or altered.
• Damaged through improper handling, storage or installation.

2.5 Hygiene-Sensitive and Consumable Products

Products with broken or removed hygiene seals, consumable products that have been opened, and other products unsuitable for resale due to hygiene or safety considerations.

All exclusions in this section are subject to applicable statutory rights relating to defective or non-conforming goods.

3. Exchange Eligibility for Regular-Priced Products

VolumeFive may, at its discretion, approve an exchange for an eligible regular-priced, standard-stock product purchased and delivered within Singapore.

All the following conditions must be satisfied:

1. The exchange request must be submitted within seven (7) calendar days from the date of delivery or collection.
2. Exchanges are limited to a different size or eligible specification of the same product or design from the same brand.
3. The product must be unused, uninstalled, undamaged and in its original condition.
4. Original packaging, labels, tags, manuals, accessories and components must remain complete and intact.
5. A valid receipt, invoice or proof of purchase must be provided.
6. The product must not fall under the exclusions listed in Section 2.
7. The replacement product must be available and approved by VolumeFive.

An exchange for a completely different product, design or brand is not ordinarily permitted.

VolumeFive reserves the right to decline discretionary exchange requests that do not satisfy these conditions.

4. Exchange Requests and Procedures

To request an exchange, please email:

sales@volumefive.com

within seven (7) calendar days from the date of delivery or collection.

Please provide:

• Order or invoice number.
• Product name and model number.
• Reason for the exchange.
• Requested replacement size or specification.
• Clear photographs of the product and its original packaging.

Our team will review the request and advise on eligibility and product availability.

Products must not be returned without prior written approval from VolumeFive.

Once approved, customers may return the product through one of the following arrangements.

Return by Courier

The customer may arrange delivery to the designated address provided by VolumeFive.

A trackable and insured delivery service is recommended.

VolumeFive will not be responsible for loss or damage arising from return shipments independently arranged by the customer, except where liability cannot lawfully be excluded.

Return in Person

Customers may arrange an appointment to return the product to the designated VolumeFive office or collection location.

All returned products are subject to inspection before an exchange is finalised.

For voluntary exchanges, transportation, collection, handling and re-delivery charges shall be borne by the customer.

Where an exchange is required as a statutory remedy for defective goods, applicable legal requirements concerning costs will apply.

5. Exchange Price Differences

All approved voluntary exchanges are subject to product availability and current pricing.

• Higher-priced replacement: The customer must pay the difference before the exchange is processed.
• Lower-priced replacement: No automatic cash refund or store credit will be provided unless otherwise agreed in writing by VolumeFive.
• Unavailable replacement: VolumeFive may decline the voluntary exchange if the requested replacement cannot be supplied.

The original purchase price, promotional conditions and any applicable discounts will be considered when evaluating exchange requests.

Where the original purchase qualified for the Online Purchase Rebate Programme, an approved exchange may result in an adjustment to the rebate entitlement or store credit balance under Section 15.

Any adjustments will be communicated before a voluntary exchange is finalised.

6. Package Deals, Promotional Bundles and Purchase-With-Purchase Offers

Special package prices and purchase-with-purchase (PWP) promotions are valid only when the relevant qualifying conditions are satisfied.

If VolumeFive approves an exchange or amendment involving a package or promotional bundle:

• The package price may be recalculated.
• Remaining products may be charged at their applicable individual selling prices.
• Promotional discounts may be adjusted or withdrawn where the revised purchase no longer meets the promotional conditions.
• Any additional payment must be completed before the exchange is processed.
• Associated online purchase rebates may be recalculated where the eligible purchase value or rebate tier changes.

The recalculation method will be disclosed to the customer before the voluntary exchange is confirmed.

Any rebate adjustment will be handled in accordance with Section 15.

7. Delivery Inspection, Damaged Products and Missing Items

Customers are requested to inspect their purchases promptly upon delivery or collection.

Where possible, customers should:

• Check the number of packages received.
• Examine accessible packaging for visible damage.
• Verify product models and quantities.
• Note any visible damage or discrepancies on the delivery order before signing.
• Retain the original packaging until the products have been inspected.

Reporting Delivery Issues

For visible delivery damage, missing components or incorrect products, please notify VolumeFive preferably within 48 hours of delivery or collection.

Email sales@volumefive.com with:

• Order or invoice number.
• Description of the issue.
• Photographs of the product and packaging.
• Relevant delivery documentation.

Where a delivery is completed without a recipient present, available delivery photographs and records may be used to assist with the assessment.

VolumeFive will investigate reported issues and, where responsible, arrange an appropriate resolution.

The 48-hour reporting period is intended to facilitate prompt investigation and does not eliminate or restrict any statutory rights.

8. Products Damaged After Delivery

Once products have been delivered or collected, customers are responsible for taking reasonable care in handling, transporting and storing them.

VolumeFive is not responsible for damage resulting from:

• Improper storage or handling.
• Accidental impact, breakage or scratches after delivery.
• Exposure to unsuitable construction-site conditions.
• Improper installation or modification.
• Negligence or misuse by the customer or appointed contractors.
• Unauthorised repairs or alterations.

Customers receiving products for renovation or construction projects should inspect them before storage and ensure that they are appropriately protected until installation.

Where damage or a defect is attributable to VolumeFive or existed at delivery, applicable contractual and statutory remedies remain available.

9. Product Specifications and Installation Compatibility

Customers must confirm that products are suitable for their intended purpose before ordering.

This includes verifying:

• Product dimensions and installation clearances.
• Plumbing and drainage connections.
• Water pressure requirements.
• Electrical supply and compatibility.
• Gas type and connection requirements, where applicable.
• Cut-out dimensions and mounting requirements.
• Product finishes and compatibility with other components.

Customers are strongly encouraged to verify technical specifications with their appointed contractor or qualified installer.

Products purchased based on incorrect measurements or specifications provided by the customer will not qualify for voluntary returns or exchanges.

VolumeFive is not responsible for installation failures or damage caused by improper installation, unauthorised modifications or customer misuse.

This provision does not exclude liability arising from inaccurate information supplied by VolumeFive, incorrect products supplied or other legally enforceable obligations.

10. Defective Products and Manufacturer Warranties

Certain products supplied by VolumeFive carry manufacturer warranties.

Warranty coverage, duration and conditions vary according to the manufacturer and product.

Customers should retain their proof of purchase and comply with the manufacturer's installation, operation and maintenance instructions.

Where a product develops a fault, customers may contact VolumeFive or the relevant manufacturer's authorised service centre for assistance.

Manufacturer warranties may exclude damage arising from:

• Improper installation.
• Accidental or physical damage.
• Misuse or negligence.
• Unauthorised repairs or modifications.
• Normal wear and tear.
• Failure to follow the manufacturer's maintenance instructions.

Consumer Protection and Defective Goods

Where a product is defective, of unsatisfactory quality or does not conform to the contract, applicable remedies under Singapore law will apply.

Depending on the circumstances, these may include repair, replacement, a reduction in price or a refund.

Where the Consumer Protection (Fair Trading) Act's Lemon Law provisions apply, repair or replacement will generally be addressed first, subject to the statutory conditions.

Other remedies may apply where repair or replacement is impossible, disproportionate or not completed within a reasonable time without significant inconvenience.

Manufacturer warranty terms do not replace or restrict the customer's statutory rights against VolumeFive.

11. Order Cancellations and Amendments

Customers are responsible for verifying their purchases before completing checkout.

Once an order is confirmed, it is generally non-cancellable.

VolumeFive may, at its discretion, consider amendment or cancellation requests for eligible standard-stock products where fulfilment has not commenced and no supplier or other procurement commitment has been made.

However, the following orders cannot be voluntarily cancelled after confirmation:

• Customised or made-to-order products.
• Back-ordered or special-order products.
• Pre-ordered products.
• Products specially procured from local or overseas suppliers.
• Final-sale promotional products.
• Orders for which non-recoverable procurement or fulfilment commitments have already been incurred, where the relevant restrictions were disclosed and agreed.

Any approved cancellation will be confirmed in writing.

Customer requests for cancellation do not automatically create an entitlement to a refund or store credit.

Where an approved cancellation or amendment affects an order that earned or used rebate credits, the applicable adjustments under Section 15 will apply.

This section does not restrict rights arising from VolumeFive's non-performance, defective goods or other circumstances where cancellation or a refund is required by law.

12. Back Orders, Special Orders and Delivery Delays

Estimated delivery dates for imported, back-ordered and special-order products are indicative unless expressly agreed otherwise in writing.

Delivery schedules may be affected by:

• Manufacturer production schedules.
• International shipping arrangements.
• Customs clearance.
• Supplier delays.
• Logistics disruptions.
• Other circumstances outside VolumeFive's reasonable control.

VolumeFive will endeavour to communicate material changes to estimated delivery schedules.

A delay does not automatically entitle customers to cancel a confirmed order.

However, where a delay amounts to a breach of contract or otherwise gives rise to a legal remedy, customers retain their applicable rights.

13. Partial Deliveries and Outstanding Orders

Orders comprising multiple products may be delivered in separate shipments according to product availability and agreed delivery arrangements.

Where an order is partially fulfilled:

• Delivered products remain subject to the applicable purchase terms.
• Outstanding products remain on order unless otherwise agreed.
• Customers may not voluntarily cancel outstanding back-ordered or specially procured products solely because other products have already been delivered.
• Any amendment to outstanding quantities requires VolumeFive's written approval.

Where VolumeFive is unable to fulfil an outstanding product, an appropriate resolution will be offered in accordance with the contract and applicable law.

Where partial cancellation or refund affects the qualifying order value for an online purchase rebate, the relevant rebate adjustment provisions in Section 15 will apply.

14. Refund Approval and Processing

Refunds will be considered only where:

• A cancellation or refund has been expressly approved by VolumeFive.
• VolumeFive is unable to fulfil an order and a refund is the appropriate resolution.
• A refund is required under applicable Singapore law.
• Another refund entitlement is expressly provided under the agreed purchase terms.

Where a refund is approved, monetary payments will ordinarily be returned to the original payment method.

Refund processing will generally take 7–14 working days following approval, subject to payment provider and bank processing times.

Any deduction for delivery, handling or other charges will apply only where expressly agreed and legally permissible.

VolumeFive will not deduct charges that must legally be refunded.

Where an approved refund relates to a purchase paid wholly or partially using VolumeFive store credits, the applicable credit restoration and rebate adjustment provisions in Section 15 will apply.

Refunds involving legally enforceable customer rights will be processed in accordance with the applicable statutory requirements.

15. Online Purchase Rebates and Store Credit Adjustments

15.1 General

VolumeFive operates an Online Purchase Rebate Programme through which eligible customers may earn store credits on qualifying purchases.

Where a purchase qualifies for the programme, a subsequent cancellation, refund, exchange or order amendment may affect the associated rebate entitlement or store credit balance.

All rebate adjustments will be calculated in accordance with the applicable rebate conditions at the time of the original purchase, subject to these Terms & Conditions and Singapore law.

15.2 Cancellation Before Rebate Issuance

Where an order is cancelled before the corresponding rebate credits have been issued, the rebate entitlement associated with the cancelled purchase will be cancelled.

For partially cancelled orders, the rebate entitlement will be recalculated based on the remaining eligible purchase value.

Where the revised eligible purchase value falls into a different rebate tier, the applicable rebate percentage may be adjusted accordingly.

15.3 Refunds After Rebate Issuance

Where an order is refunded after rebate credits have been issued, VolumeFive may reverse or adjust the rebate credits attributable to the refunded transaction.

For partial refunds, rebate credits will be recalculated based on the remaining eligible order value and the applicable rebate tier.

Where a partial refund causes the remaining eligible order value to fall below the original qualifying rebate threshold, the rebate percentage may be adjusted accordingly.

The revised entitlement will be determined using the rebate rules applicable to the original transaction.

15.4 Exchange and Product Replacement

Where an approved voluntary exchange changes the eligible purchase value, the associated rebate entitlement may be recalculated.

An exchange involving an equally priced replacement product will not ordinarily affect the original rebate entitlement where the replacement remains eligible under the applicable rebate conditions.

For a higher-priced replacement, additional rebate entitlement, if any, will depend on the applicable promotional and exchange conditions.

For a lower-priced replacement, rebate credits may be adjusted to reflect the revised eligible purchase value.

15.5 Orders Paid Using Store Credits

Where an order paid wholly or partially using VolumeFive store credits is approved for cancellation or refund, the portion paid using store credits will ordinarily be restored to the customer's credit wallet, subject to the applicable refund conditions and statutory rights.

Where a transaction involved both monetary payment and store credits, the corresponding refund and credit restoration will be calculated based on the original payment allocation.

Reinstated credits will ordinarily retain their original expiry date unless otherwise required by law or agreed by VolumeFive.

Where a refund is required by law, the method of reimbursement and treatment of credits will not restrict the customer's statutory entitlement.

15.6 Previously Redeemed Rebate Credits

Where rebate credits issued from an original purchase have already been redeemed before that purchase is cancelled or refunded, VolumeFive may reconcile the corresponding reversal against the customer's available credit balance.

Any remaining adjustment will be handled reasonably in accordance with the disclosed rebate conditions and applicable law.

VolumeFive will not automatically deduct the corresponding credit amount from an unrelated cash refund where doing so would conflict with applicable statutory rights.

15.7 Promotional and Bundle Adjustments

Where an approved cancellation, refund or amendment affects a promotional bundle, package deal or purchase qualifying for a particular rebate tier, VolumeFive may recalculate both the applicable promotional benefit and rebate entitlement.

Any recalculation will take into account the remaining eligible purchase value and the promotional conditions applicable to the original transaction.

15.8 Credit Reconciliation and Records

VolumeFive may maintain transaction records relating to:

• Rebates earned.
• Credits issued.
• Credits redeemed.
• Credits restored.
• Rebate adjustments or reversals.
• Credit expiry.

These records may be used to maintain accurate customer credit balances, support financial reconciliation, resolve customer enquiries and prevent unauthorised or fraudulent transactions.

Personal information associated with these records will be handled in accordance with VolumeFive's Privacy Policy and applicable data-protection requirements.

15.9 Statutory Rights

Nothing in this section excludes, restricts or diminishes customers' statutory rights relating to defective, incorrectly supplied or non-conforming products under applicable Singapore law.

Any rebate reversal, store credit restoration or adjustment will be administered consistently with applicable consumer protection requirements.

16. Unauthorised Returns and Rejected Exchanges

Products returned without prior written approval may be refused.

VolumeFive reserves the right to reject voluntary exchange requests where returned products:

• Have been used, installed or altered.
• Are damaged or incomplete.
• Have missing accessories or packaging.
• Do not match the approved exchange request.
• Do not satisfy the eligibility requirements.

Where a voluntary return is rejected, the customer shall be responsible for reasonable collection or return-delivery costs.

This provision does not prevent customers from exercising applicable statutory rights.

17. Business and Project Purchases

Purchases made by businesses, contractors, designers, developers and other commercial customers may be subject to separate quotation terms, sales order conditions or project supply agreements.

Such arrangements may contain additional provisions relating to:

• Special project pricing.
• Product reservations.
• Procurement commitments.
• Progressive deliveries.
• Delivery scheduling and storage.
• Order amendments and substitutions.
• Cancellation charges and payment terms.

Commercial and project purchases do not automatically qualify for the Online Purchase Rebate Programme unless expressly stated otherwise.

Where a separate written project or commercial supply agreement applies, its expressly agreed terms will govern the relevant commercial transaction, subject to applicable law.

18. Statutory Rights

Nothing in this Policy is intended to exclude, restrict or diminish any consumer rights or remedies that cannot lawfully be excluded under Singapore law.

This includes applicable provisions of the Consumer Protection (Fair Trading) Act and Sale of Goods Act.

The voluntary return, exchange and cancellation restrictions in this Policy do not override statutory rights relating to defective, incorrectly supplied or non-conforming goods.

Rebate conditions and store credit adjustments will not be used to deny or improperly reduce legally required customer remedies.

19. Contact Information

For refund, exchange, cancellation, delivery, rebate or warranty enquiries, please contact:

VolumeFive Pte Ltd

2 Alexandra Road, #03-01C

Delta House

Singapore 159919

Email: sales@volumefive.com

Telephone: +65 6348 2508

Website: www.volumefive.com

Please include your order or invoice number in all correspondence.

All voluntary returns and exchanges require prior written approval.

Important Notice

All confirmed purchases are generally final. Sale, clearance, customised, made-to-order, back-ordered, pre-ordered and special-order products are not eligible for voluntary returns, refunds, cancellations or exchanges.

Eligible regular-priced, standard-stock products may be considered for exchange within seven (7) calendar days, subject to the conditions stated in this Policy.

Where a purchase earns or uses VolumeFive rebate credits, any subsequent approved cancellation, refund, exchange or order amendment may result in a corresponding adjustment to the customer's rebate entitlement or credit balance.

All terms remain subject to applicable Singapore consumer protection laws.

By completing a purchase through VolumeFive's website, customers acknowledge that they have read and understood this Refund, Return, Exchange & Cancellation Policy.