Collection & Delivery Policy | Sama Sama

COLLECTION & DELIVERY POLICY

Sama Sama

Last updated: [Date]

This Collection & Delivery Policy explains how customers may collect or receive products purchased through group-buy campaigns organised by Sama Sama.

This Policy should be read together with our Terms & Conditions, Refund & Cancellation Policy, Replacement / DOA Policy, and Privacy Policy / PDPA Notice.

By placing a deposit, joining a group-buy, confirming a collection slot, booking delivery, or purchasing from us, you agree to this Policy.

1. Our Collection and Delivery Model

Sama Sama operates on a group-buy model.

Once a group-buy campaign has closed, the minimum order threshold has been met, and the products have arrived in Singapore, customers will be notified when their orders are ready for self-collection or delivery.

Unless otherwise stated, customers may choose between:

Free self-collection from our designated collection point; or
Paid delivery add-on, where available.

Self-collection is the default option unless delivery is selected and paid for.

2. Self-Collection

Self-collection is free unless otherwise stated.

Customers must collect their products from the designated collection location during the assigned or confirmed collection window.

The collection location, available collection dates, and collection time slots will be provided through our official communication channels, such as email, WhatsApp, SMS, website notice, or order update.

Customers should only proceed for collection after receiving official confirmation that their product is ready.

3. Booking a Collection Slot

Where collection slots are required, customers must book a collection slot through the booking method provided by Sama Sama.

Collection slots help us manage crowd flow, reduce waiting time, and ensure that orders are prepared before customers arrive.

Customers should arrive within their selected collection slot.

If you are unable to attend your selected slot, please contact us as soon as possible to request a change, subject to availability.

4. Balance Payment Before Collection

If there is a remaining balance payable after the deposit, the balance must be paid when you confirm your collection slot.

Your product will not be released for collection until the remaining balance has been received and verified.

Customers should ensure payment is made to the correct official payment channel provided by Sama Sama.

5. What to Bring for Self-Collection

To collect your product, you may be required to present one or more of the following:

Order confirmation
Order number
QR code, where applicable
Mobile number used for the order
Payment confirmation
Identification details, where reasonably required

This is to verify the order and prevent unauthorised collection.

6. Authorising Someone Else to Collect

You may authorise another person to collect your product on your behalf.

The authorised person may be required to provide:

Your order confirmation or QR code
Your order number
Your registered mobile number
Their own name and contact number
Any other reasonable verification requested by Sama Sama

Once the product is released to your authorised collector, the product will be considered collected by you.

The 7-calendar-day defect reporting window under our Replacement / DOA Policy will begin from the date your authorised collector collects the product.

7. Inspection During Collection

Customers are encouraged to inspect the product and packaging during collection.

Where practical, Sama Sama may provide a basic inspection or testing area at the collection point.

This may allow customers to check for obvious physical damage, missing major components, or dead-on-arrival issues before leaving the collection point.

The availability of an inspection or testing area may depend on the product type, collection venue, crowd flow, safety requirements, and operational feasibility.

8. After Leaving the Collection Point

Once the product has been collected, customers are responsible for transporting, handling, storing, installing, and using the product safely and properly.

Damage caused after collection, including damage during customer transport, will generally not qualify for replacement.

Customers should keep the product, packaging, accessories, manuals, and proof of collection where possible, especially during the 7-calendar-day defect reporting window.

9. Collection Deadline

Once your order is ready for collection, you must collect it within 14 calendar days from the date we notify you that the product is ready.

We do not provide long-term storage.

If your product is not collected within 14 calendar days, the product may be forfeited and the order may be cancelled.

If your product is forfeited due to non-collection, your deposit and any amount paid may also be forfeited, subject to applicable law and any exceptional circumstances reviewed by Sama Sama.

10. Missed Collection Slots

If you miss your confirmed collection slot, please contact us as soon as possible.

We may allow you to book another slot, subject to availability and the 14-calendar-day collection deadline.

Repeated missed collection slots may result in cancellation or forfeiture of the order.

11. Paid Delivery Add-On

Delivery may be offered as a paid add-on, depending on the product, delivery location, campaign, and operational availability.

Delivery is not automatically included unless expressly stated.

Delivery fees, available delivery areas, delivery conditions, and estimated delivery timelines will be stated separately where applicable.

Delivery will only be arranged after:

The product is ready;
The remaining balance has been paid and verified; and
The delivery fee has been paid, where applicable.

12. Balance Payment Before Delivery

If there is a remaining balance payable after the deposit, the balance must be paid when you book delivery.

Your product will not be dispatched for delivery until the remaining balance and applicable delivery fee have been received and verified.

13. Delivery Address and Contact Details

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

This includes, where applicable:

Block / house number
Street name
Unit number
Postal code
Recipient name
Recipient contact number
Delivery instructions, if any

Sama Sama will not be responsible for failed or delayed delivery caused by incomplete, inaccurate, or outdated delivery details provided by the customer.

14. Receiving a Delivery

Customers must ensure that someone is available to receive the product during the confirmed delivery window.

The recipient may be required to confirm receipt of the product.

Once the product is delivered to the provided address and received by the customer, household member, authorised recipient, building concierge, security desk, or other authorised receiving party, the product will be considered delivered.

The 7-calendar-day defect reporting window under our Replacement / DOA Policy will begin from the date of delivery.

15. Failed Delivery

A delivery may be considered failed if:

No one is available to receive the product;
The address provided is incorrect or incomplete;
The delivery location is inaccessible;
The customer or recipient cannot be contacted;
The customer refuses delivery without valid reason;
Building rules, security restrictions, or access issues prevent delivery;
Delivery cannot be completed due to circumstances caused by the customer or recipient.

If delivery fails, additional redelivery fees may apply.

Delivery fees are generally non-refundable once delivery has been scheduled, dispatched, attempted, or completed.

16. Redelivery

If redelivery is required, Sama Sama may arrange redelivery subject to availability and additional fees.

Redelivery is not guaranteed and may depend on logistics partner availability, product type, delivery location, and operational feasibility.

If redelivery cannot be arranged, the customer may be required to self-collect the product within the remaining collection deadline.

17. Delivery Damage

Customers should inspect the product packaging upon delivery.

If there is visible damage to the packaging, customers should take clear photos before opening the package.

If the product appears damaged, defective, or dead-on-arrival, customers must contact us within 7 calendar days from the delivery date in accordance with our Replacement / DOA Policy.

Please provide:

Order number
Delivery date
Photos of the outer packaging
Photos of the product
Video showing the issue, where applicable
Description of the issue

18. Large or Bulky Items

For larger or bulkier products, delivery may be subject to additional terms, including:

Lift access requirements
Staircase carry charges
Restricted building access
Loading bay requirements
Delivery appointment windows
Additional manpower requirements
Failed delivery or redelivery charges

Any additional terms will be communicated where applicable.

Customers are responsible for checking that the product can fit through doorways, lifts, corridors, staircases, and intended installation or placement areas.

19. Installation

Unless expressly stated, delivery does not include installation.

Customers are responsible for checking whether the product requires installation, setup, plumbing, electrical work, drilling, mounting, or other professional assistance.

Where installation is offered, it will be stated separately and may be subject to additional fees and terms.

Customers should not attempt installation if they are unsure how to do so safely.

20. Product Suitability and Site Requirements

Customers are responsible for ensuring that the product is suitable for their home, office, or intended location.

This includes checking:

Product dimensions
Available space
Power socket location
Voltage compatibility
Water inlet or drainage requirements, where applicable
Ventilation requirements
Countertop or floor space
Doorway, lift, and corridor access
Household usage needs

Failure to check suitability before ordering does not qualify for refund, replacement, or cancellation after the group-buy has closed and procurement has started.

21. Delays in Collection or Delivery Availability

Estimated collection or delivery timelines are provided in good faith.

Timelines may be affected by supplier delays, shipping, customs clearance, quality inspection, warehouse processing, manpower constraints, weather, public holidays, or other circumstances outside our direct control.

If there is a material delay, we will update customers as soon as reasonably possible.

22. Safety During Collection or Delivery

Customers should handle products carefully during collection, transport, unboxing, installation, and use.

For electrical appliances, customers should follow all safety instructions in the product manual.

If the product shows signs of damage, smoke, burning smell, water leakage near electrical components, exposed wiring, overheating, or other safety concerns, stop using it immediately and contact us.

23. Contact Us

For collection or delivery questions, please contact us at:

Sama Sama

Email: [Company Email]

Phone / WhatsApp: [Contact Number]

Address: [Business Address]

Please include your order number, product ordered, and the issue you need help with.

24. Changes to This Policy

We may update this Collection & Delivery Policy from time to time.

The version that applies to your order will generally be the version published or provided at the time you placed your deposit, unless changes are required by law or are clearly beneficial to customers.