Refunds & Replacements | Sama Sama

REFUND & CANCELLATION POLICY

Sama Sama

Refund & Cancellation Policy

Last updated: [Date]

This Refund & Cancellation Policy explains how deposits, cancellations, refunds, remaining balance payments, delivery fees, and uncollected orders are handled for group-buy campaigns organised by Sama Sama.

This Policy should be read together with our Terms & Conditions and Privacy Policy / PDPA Notice.

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

1. Our Group-Buy Model

Sama Sama organises group-buy campaigns for selected home appliances and related products.

Customers place a deposit to join a group-buy. Once the campaign reaches the required minimum order threshold and the group-buy closes, Sama Sama may proceed with supplier confirmation, procurement, quality checks, shipping, and collection or delivery arrangements.

Because each group-buy depends on consolidated demand and supplier commitments, our refund and cancellation rules are designed to be clear, fair, and operationally sustainable.

2. Deposit Amount

The deposit amount may vary by campaign.

The applicable deposit amount will be stated clearly on the product page, campaign page, order form, or official sales communication before payment is made.

Unless otherwise stated, the deposit is not full payment for the product. Any remaining balance must be paid before collection or delivery.

3. Cancellation Before the Group-Buy Closes

Customers may cancel their order before the group-buy closing date.

If you cancel before the group-buy closes, your deposit will be refunded to your original payment method within 10 business days after your cancellation request is approved and processed.

To request cancellation, please contact us through our official customer support channel and provide:

Your name
Order number
Product ordered
Payment reference
Reason for cancellation

4. Cancellation After the Group-Buy Closes

Once the group-buy has closed and procurement has started, deposits are generally non-refundable.

This is because your confirmed order may already have been included in the consolidated supplier order, production planning, shipping arrangements, or other procurement commitments.

Post-closing cancellations may be reviewed only in extenuating circumstances on a case-by-case basis. Approval is at the discretion of Sama Sama.

Examples of extenuating circumstances may include serious medical emergencies, duplicate payment errors, or other exceptional situations supported by reasonable evidence.

Change-of-mind requests after the group-buy has closed will generally not qualify for refund.

5. If the Group-Buy Does Not Proceed

If the group-buy does not reach the minimum order threshold, the campaign will not proceed.

In this case, customer deposits will be refunded to the original payment method within 10 business days from the date we confirm that the group-buy will not proceed.

No cancellation fee or administrative fee will be deducted.

6. If We Cancel the Group-Buy

Sama Sama may cancel a group-buy if there are supplier issues, product quality concerns, quality control failures, logistics issues, safety concerns, compliance concerns, or other circumstances that make it unreasonable or unsafe to proceed.

If we cancel the group-buy before procurement is completed, customer deposits will be refunded to the original payment method within 10 business days.

If cancellation occurs after procurement has started, Sama Sama will assess the situation and provide a reasonable resolution based on the circumstances, applicable law, and the status of the order.

7. Delays

Estimated timelines are provided in good faith and are not guaranteed.

Group-buy timelines may be affected by factors such as:

Supplier production schedules
Quality inspection
Shipping delays
Customs clearance
Port congestion
Weather
Public holidays
Operational disruptions
Circumstances outside our direct control

Our current policy is that delays after procurement has started do not automatically entitle customers to a refund.

However, if there is a material delay, we will provide customers with updates as soon as reasonably possible.

Where a delay is substantial or the order can no longer be fulfilled, Sama Sama will assess the appropriate resolution in good faith and in accordance with applicable law.

8. Remaining Balance Payment

If there is a remaining balance after the deposit, the balance must be paid when you confirm your self-collection slot or book paid delivery.

Your order may not be released for collection or delivery until the remaining balance has been received and verified.

9. Failure to Pay Remaining Balance

After the products are ready for collection or delivery booking, we will notify customers to pay the remaining balance.

Customers will have 7 calendar days from the first notification to make payment.

If payment is not received within 7 calendar days, we may send a reminder and provide a further 7 calendar days to complete payment.

If payment is still not received after this additional period, Sama Sama may cancel the order.

In such cases, the deposit may be forfeited or converted into store credit at the discretion of Sama Sama.

10. Self-Collection Deadline

Self-collection is free unless otherwise stated.

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.

If you do not collect your product within 14 calendar days, the product may be forfeited and the order may be cancelled.

No storage service is provided unless expressly agreed in writing.

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

11. Delivery Fees

Delivery may be offered as a paid add-on.

If you paid for delivery and the delivery has not yet been arranged or scheduled, the delivery fee may be refunded to your original payment method.

If delivery has already been scheduled, dispatched, attempted, or completed, the delivery fee is generally non-refundable.

Additional charges may apply for failed delivery attempts, incorrect addresses, missed appointments, or re-delivery requests.

12. Refund Method

Refunds will be made to the original payment method where reasonably possible.

If refunding to the original payment method is not possible, we may request additional verification details before processing the refund through another suitable method.

We may require reasonable information to verify the identity of the payer and prevent mistaken or fraudulent refunds.

13. Defective or Dead-on-Arrival Products

This Refund & Cancellation Policy does not replace our Replacement / DOA Policy.

If your product is defective, damaged, or dead-on-arrival, please refer to our Replacement / DOA Policy for the reporting window, evidence requirements, and replacement process.

Our current after-sales approach is replacement-first, subject to verification of the defect, stock availability, supplier support, and applicable law.

Nothing in this Policy limits any rights you may have under applicable Singapore consumer protection laws.

14. Change of Mind

Once the group-buy has closed and procurement has started, we generally do not provide refunds for change-of-mind requests.

Examples of change-of-mind situations include:

You no longer want the product
You found another product elsewhere
You changed your preferred colour, model, or size after confirmation
You no longer have space for the product
You did not check product dimensions before ordering
You no longer wish to wait for the group-buy timeline

Before placing a deposit, please review the product information, estimated timeline, collection or delivery model, and campaign terms carefully.

15. Duplicate or Incorrect Payments

If you believe you have made a duplicate payment or incorrect payment, please contact us as soon as possible.

We may request payment screenshots, transaction references, bank details, or other verification information.

Where a duplicate or incorrect payment is verified, we will refund the excess amount to the original payment method where reasonably possible.

16. Abuse, Fraud, or Misuse

We reserve the right to reject, withhold, delay, or reverse refunds if we reasonably suspect fraud, payment abuse, referral manipulation, false claims, duplicate identities, unauthorised payment activity, or misuse of our group-buy process.

Where appropriate, we may report suspicious activity to the relevant authorities.

17. Contact Us

For cancellation or refund requests, please contact us at:

Sama Sama

Email: [Company Email]

Phone / WhatsApp: [Contact Number]

Address: [Business Address]

Please include your order number, name, product ordered, payment reference, and reason for your request.

18. Changes to This Policy

We may update this Refund & Cancellation 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.

REPLACEMENT / DOA POLICY

Sama Sama

Replacement / Dead-on-Arrival Policy

Last updated: [Date]

This Replacement / Dead-on-Arrival Policy explains how Sama Sama handles defective, damaged, or dead-on-arrival products purchased through our group-buy campaigns.

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

By placing a deposit, joining a group-buy, collecting a product, receiving delivery, or purchasing from us, you agree to this Policy.

1. Our Replacement-Focused Support

Our current after-sales support is replacement-focused.

Where a verified defect is found, we will generally provide a replacement rather than repair. Depending on the issue, this may be a full unit replacement or component replacement.

All replacement requests are subject to verification, supplier support, replacement stock availability, and applicable Singapore law.

Nothing in this Policy limits any rights you may have under applicable Singapore consumer protection laws.

2. Dead-on-Arrival / Defect Reporting Window

If your product is defective, damaged, or dead-on-arrival, you must notify us within 7 calendar days from the date of collection or delivery.

Reports made after this 7-day window may still be reviewed on a case-by-case basis, but may not qualify for replacement unless required by applicable law or approved by Sama Sama.

3. What Counts as a Defective or Dead-on-Arrival Product

A product may qualify for review if it has a genuine fault that affects normal use, safety, or core product function.

Examples may include:

Product does not power on
Product cannot perform its main stated function
Product has a major electrical fault
Product has a major mechanical fault
Product has major damage affecting function or safety
Product leaks in a way that affects safe or normal use
Product has missing essential components required for operation
Product shows clear signs of dead-on-arrival failure

Each case will be assessed based on the product type, reported issue, evidence provided, and inspection outcome.

4. What Does Not Usually Qualify

A product may not qualify for replacement if the issue is caused by or relates to:

Change of mind
Customer misuse
Improper installation
Incorrect setup
Failure to follow the product manual or safety instructions
Unauthorised modification
Unauthorised repair attempt
Accidental damage
Water damage caused by customer handling
Use outside the product’s intended purpose
Normal wear and tear
Cosmetic issues that do not affect product function or safety
Packaging damage only, where the product itself is not affected
Minor scratches, dents, colour variation, or finishing differences that do not affect product function
Damage caused after collection or delivery
Failure to check product dimensions, colour, model, or suitability before ordering

This list is not exhaustive.

5. Cosmetic Issues and Packaging Damage

Minor cosmetic differences, small scratches, colour variations, finishing differences, or packaging damage do not automatically qualify for replacement if the product remains safe and fully functional.

However, cosmetic damage may qualify for review if it is severe, clearly present at the time of collection or delivery, or affects the function, safety, or reasonable presentation of the product.

Customers should inspect the product and packaging as soon as possible after collection or delivery.

6. Evidence Required

To submit a defect or DOA claim, please contact us within the reporting window and provide:

Order number
Customer name
Product model
Date of collection or delivery
Clear photos of the product and packaging
Clear video showing the issue, where applicable
Description of the issue
Serial number or product label photo, if available
Any relevant error messages, sounds, lights, leaks, or abnormal behaviour

We may request additional photos, videos, troubleshooting steps, or inspection before approving a replacement.

Failure to provide reasonable evidence may delay or affect the outcome of your claim.

7. Basic Troubleshooting

Before approving a replacement, we may ask you to complete basic troubleshooting steps.

These may include:

Checking the power socket
Checking the plug and cable
Checking that all parts are correctly installed
Checking water level, filters, trays, baskets, tanks, or other removable parts where relevant
Resetting the product, where applicable
Reviewing the user manual
Sending a short video of the issue

Troubleshooting is intended to confirm whether the issue is a product defect or a setup/use issue.

8. Inspection Process

Depending on the product and reported issue, we may require the item to be inspected before a replacement is approved.

For early-stage operations, customers may be required to bring the item to our designated inspection or collection point.

Where the product is too large, difficult to transport, or the defect is clearly shown through photo/video evidence, Sama Sama may review alternative arrangements on a case-by-case basis.

If a defect is verified, we will proceed with the replacement process in accordance with this Policy.

If no defect is found, or if the issue is determined to be caused by misuse, improper setup, or customer-caused damage, the replacement request may be rejected.

9. Replacement Type

Where a replacement is approved, Sama Sama may provide:

A full unit replacement; or
Replacement of the defective component, where practical.

The appropriate replacement method will depend on the nature of the defect, supplier support, product type, stock availability, and operational feasibility.

Replacement products or components may be from the same batch, a later batch, or an equivalent compatible component.

10. Replacement Timeline

Once a defect is verified and replacement is approved, we will aim to provide a replacement within 30 calendar days, subject to replacement stock and supplier availability.

If replacement stock is available locally, the replacement may be arranged sooner.

If replacement stock is not immediately available, we will update you on the estimated timeline.

11. If Replacement Is Not Available

If a verified defective product cannot reasonably be replaced, Sama Sama may offer a refund.

Refunds, where approved, will generally be made to the original payment method where reasonably possible.

We may require reasonable verification before processing any refund.

12. Safety Issues

If you notice any serious safety concern, stop using the product immediately.

Examples of safety concerns include:

Smoke
Burning smell
Sparks
Exposed wiring
Overheating
Electrical buzzing or abnormal sound
Water leakage near electrical components
Cracked casing affecting safety
Melted parts
Product tripping power supply
Any other issue that may pose a safety risk

Do not continue using the product. Do not attempt to repair, open, modify, or dismantle the product.

Safety-related claims may be escalated for urgent review.

13. Return of Defective Product

Where a replacement or refund is approved, the defective product or defective component may need to be returned to Sama Sama.

The product should be returned with its original accessories, components, packaging, and manuals where reasonably possible.

If essential parts, accessories, or components are missing, this may affect the replacement or refund process.

14. Customer-Caused Damage

Replacement will not be provided for faults or damage caused by the customer.

Examples include:

Dropping the product
Using the product with the wrong voltage or adapter
Water ingress caused by improper handling
Using the product outdoors when not intended
Overloading the product
Improper cleaning
Using incompatible accessories or parts
Attempting to repair or modify the product
Ignoring safety warnings or product instructions

If customer-caused damage is identified, the claim may be rejected.

15. Products Collected by a Third Party

If someone else collects the product on your behalf, the product will still be treated as collected once released to that person.

You are responsible for ensuring that your authorised collector checks the product and packaging where possible.

The 7-calendar-day defect reporting window begins from the date the product is collected by your authorised collector.

16. Delivery Orders

For delivery orders, the 7-calendar-day defect reporting window begins from the date the product is delivered.

Customers should inspect the product and packaging as soon as possible after delivery.

If there is visible damage to the packaging upon delivery, please take clear photos before opening the package.

17. No Change-of-Mind Replacement

Replacement support is only for verified defects, dead-on-arrival issues, or approved product issues.

We do not provide replacement for change-of-mind requests, including:

Preference for another model
Preference for another colour
Product is larger or smaller than expected
Customer no longer needs the product
Customer found another product elsewhere
Customer did not check product specifications before ordering

18. Contact Us

To submit a defect or DOA claim, please contact us at:

Sama Sama

Email: [Company Email]

Phone / WhatsApp: [Contact Number]

Address: [Business Address]

Please include your order number, product model, collection or delivery date, description of the issue, and supporting photos or videos.

19. Changes to This Policy

We may update this Replacement / DOA Policy from time to time.