WARRANTY POLICY

At Aclium, we stand by the quality of our products and are committed to providing reliable customer support. Please review our warranty terms below:

  • 1-Year Warranty: The warranty is valid for one year from the date of purchase or date of delivery, whichever is later.

  • Coverage: This warranty only covers manufacturing defects. It does not cover water damage, accidental damage, or user-related faults.

  • Electronic Parts: Faulty electronic components may be replaced upon assessment.

  • Customer Support: We provide dedicated customer support for every Aclium customer.

  • Post-Warranty Support: Customers can still reach out for support after the 1-year warranty expires. However, if an item is deemed unrepairable, we may recommend a replacement purchase.

  • Coverage Area: This warranty applies only to Singapore-based customers.

  • International Claims: If you wish to make a warranty claim outside the country of purchase, you must comply with all applicable import/export laws, and you will be responsible for customs duties, VAT, and other related charges.

  • Policy Updates: Aclium reserves the right to amend this policy without prior notice.

For further assistance, please contact our customer support team.

EXCHANGE POLICY

At Aclium, we strive to ensure customer satisfaction with our products. Please review our exchange policy below:

  • User-Fault Exclusion: Exchanges do not cover damages caused by user mishandling or misuse.

  • Exchange Options: Depending on the assessment, exchanges may be provided as a 1-for-1 replacement or partial component replacement (case-by-case basis).

  • Assessment Requirement: Exchanges will only be processed after evaluation by an Aclium staff member, supported by media evidence (e.g., photos or videos) confirming the product defect.

  • Pet Preference: Exchanges will not be granted if a pet does not like or refuses to use the product.

  • Policy Updates: Aclium reserves the right to amend this policy without prior notice.

For any exchange inquiries, please contact our customer support team.

REFUND POLICY

At Aclium, we prioritize customer satisfaction and offer refunds under the following conditions:

  • User-Fault Exclusion: Refunds do not cover damages caused by user mishandling or misuse.

  • Refund Eligibility: A refund will only be authorized if the first exchange attempt is unsuccessful.

  • Customer Options: If the product remains defective after the first exchange, customers may choose to proceed with a second exchange or request a refund (excluding delivery fees).

  • Pet Preference: Refunds will not be granted if a pet does not like or refuses to use the product.

  • Policy Updates: Aclium reserves the right to amend this policy without prior notice.

For refund requests or further assistance, please contact our customer support team.

EXCLUSIONS - WHAT IS NOT COVERED

The following are not covered under Aclium’s warranty, exchange, or refund policies:

  • Non-Aclium Products: Items that are not Aclium-branded or not covered under this policy.

  • Unauthorized Repairs: Any service or repairs performed by non-Aclium staff or non-Aclium-trained service providers.

  • Loss or Theft: Missing or stolen products.

  • Normal Wear and Tear: Expected deterioration from regular use.

  • Intentional or Accidental Damage: Damage caused deliberately or by accidents.

  • Fire or Water Damage: Loss or damage due to fire or water exposure.

  • Cosmetic Damage: Superficial issues (e.g., scratches, dents, discoloration) that do not affect product functionality.

  • Pet Refusal: If a pet does not want to use the product or refuses to interact with it, this is not covered under the policy.

  • Policy Updates: Aclium reserves the right to amend this policy without prior notice.

For further clarification, please contact our customer support team.

CUSTOMER RESPONSIBILITIES

To ensure a smooth claim process, customers must:

  • Take Precautions: Use and maintain Aclium products according to the manufacturer’s instructions and take reasonable precautions to protect them from damage.

  • Provide Necessary Information: When making a claim, clearly describe the symptoms and possible causes of the issue.

  • Report Issues Promptly: Contact Customer Support as soon as possible and follow the claims procedure outlined in this policy.

  • Policy Updates: Aclium reserves the right to amend this policy without prior notice.

HOW TO MAKE A CLAIM

To request an exchange or warranty claim:

  1. Contact Us: Reach out to Customer Support or visit our physical store at Suntec City.
  2. Provide Proof of Purchase: Present a physical or digital copy of your receipt with the purchase date.
  3. Submit Evidence: Provide details and video evidence demonstrating how the product is malfunctioning.
  4. Bring the Product: If possible, bring the entire product, including all parts and accessories, to our physical store for a proper assessment.
  5. Warranty Validation: Exchanges will only be made if:
  • The 1-year warranty is still valid.
  • The issue is deemed a manufacturing defect by Aclium staff.

For further assistance, please contact our Customer Support team.