Refund and Returns Policy
Last updated: 9 July 2026
This Refund and Returns Policy explains how BSM Engineering & Construction Pte Ltd (“BSM Racking”, “we”, “our”, or “us”) handles refunds, returns, exchanges, cancellations, and order changes for products and services purchased through our website, by email, phone, WhatsApp, or other sales channels.
Please read this policy carefully before placing an order. By purchasing from us, you agree to the terms set out below.
1. General Policy
Our products and services are primarily related to racking, shelving, storage systems, accessories, fabrication, delivery, installation, and related project-based work. Because many of our products are made-to-order, customised, or specially procured for each customer, refunds and returns are limited and subject to the conditions in this policy.
2. No Returns on Customised or Special-Order Items
We do not accept returns for customised, made-to-order, special-order, or project-specific products once production, procurement, fabrication, or installation has started.
This includes, but is not limited to:
- Custom racking systems
- Special dimensions or colours
- Project-specific shelving or storage configurations
- Fabricated metal components
- Items ordered specifically based on customer-approved specifications
3. Returns for Standard Products
If a product is a standard off-the-shelf item, returns may be considered only if all of the following conditions are met:
- The return request is made within 7 days of delivery.
- The item is unused, uninstalled, and in its original condition.
- The item is returned in its original packaging, where applicable.
- You provide proof of purchase.
- The item is not damaged, altered, or missing parts.
Return approval is subject to our review and confirmation.
4. Non-Returnable Items
The following items are generally not eligible for return:
- Custom-made or made-to-order products
- Installed, assembled, or used items
- Products damaged after delivery due to misuse, mishandling, or improper storage
- Clearance, discounted, or final-sale items
- Items without proof of purchase
- Items returned after the allowed return period
- Services already completed, including site visits, consultation, design work, delivery, or installation
5. Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us as soon as possible, preferably within 48 hours of delivery.
To help us assess the issue, please provide:
- Your order number or invoice number
- Photos or videos of the item and packaging
- A description of the problem
If the issue is confirmed to be our responsibility, we may, at our discretion:
- Replace the item
- Repair the item
- Offer a partial or full refund
- Provide store credit or another suitable resolution
6. Refund Eligibility
Refunds may only be approved under specific circumstances, such as:
- We are unable to supply the product or service you paid for
- An order is cancelled before work, procurement, or production has begun
- A damaged, defective, or incorrect item is verified by us
- We agree in writing to provide a refund in exceptional cases
Refunds are not guaranteed and are issued at our sole discretion unless otherwise required by law.
7. Order Cancellations
Order cancellations may be possible only if work has not yet started, materials have not been ordered, and fabrication or installation has not commenced.
If a cancellation request is approved, we may deduct any costs already incurred, including but not limited to:
- Administrative fees
- Design or consultation fees
- Procurement or restocking charges
- Transportation or handling fees
- Work already completed
8. Installation and Service Work
Fees paid for installation, site inspection, consultation, design, labour, and other service work are generally non-refundable once the service has been scheduled, commenced, or completed.
9. Return Process
If your return is approved, we will provide instructions on how to send the item back.
You are responsible for ensuring that returned items are properly packaged and delivered in good condition, unless we agree otherwise in writing.
Unless the return is due to our error, you may be responsible for return shipping, delivery, dismantling, reinstallation, or related costs.
10. Inspection of Returned Items
All returned items will be inspected before any refund, replacement, or exchange is approved. If the item does not meet our return requirements, we may refuse the return or adjust the refund amount accordingly.
11. Refund Method and Timing
If a refund is approved, it will generally be processed using the original payment method, unless we agree otherwise.
Refund processing times may vary depending on your bank, payment provider, or other financial institution. Please allow reasonable time for the refund to appear in your account.
12. Exchanges
Exchanges are only available where we have agreed in writing or where required to resolve a verified defect or incorrect delivery.
13. Force Majeure and Delays
We are not responsible for delays, cancellations, or non-performance caused by events beyond our reasonable control, including supplier delays, shipping disruptions, natural disasters, labour shortages, or government actions. In such cases, refunds may not be available.
14. Disputes
If you are unhappy with your order, refund request, or return decision, please contact us so we can try to resolve the matter fairly and promptly.
15. Contact Us
If you have any questions about this Refund and Returns Policy, please contact us at:
BSM Engineering & Construction Pte Ltd
Website: https://lightgrey-mantis-813372.hostingersite.com/
Email: info@lightgrey-mantis-813372.hostingersite.com