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Customer Support Policy

Last updated: 24 September 2026

This Customer Support Policy explains how FUNKY.sg handles order enquiries, damaged or incorrect products, defects, cancellations, warranties and delivery-related concerns.

This policy should be read together with our Shipping and Collection Policy and 7-Day Return and Refund Policy.

1. Contacting Customer Support

You may contact us through:

When contacting us about an order, please provide your order number and a clear description of your enquiry.

2. Customer Support Hours

Our operating hours are:

  • Monday to Friday: 8am–5pm

  • Saturday: 8am–12 noon

  • Sunday and Singapore public holidays: Closed

We aim to respond within two working days. Response times may be longer during peak sales periods, public holidays or when further investigation is required.

3. Damaged, Defective, Missing or Incorrect Products

Please inspect your order promptly after delivery.

If a product is damaged, defective, missing from the parcel or different from what you ordered, contact us within 7 calendar days after delivery.

Please provide:

  • Your order number

  • A clear description of the issue

  • Clear photographs or videos showing the product and problem

  • Photographs of the packaging and shipping label

  • Any other information reasonably required to assess the claim

Do not discard the product, packaging or accessories until the claim has been resolved.

Failure to report an issue within seven days may affect our ability to investigate delivery damage, missing contents or incorrect fulfilment. This reporting period does not exclude any rights or remedies that cannot lawfully be excluded under Singapore law.

4. Assessment and Resolution

We may request additional photographs, videos, troubleshooting steps or a physical inspection before confirming a defect or fulfilment error.

Depending on the circumstances, we may:

  1. Provide troubleshooting assistance;

  2. Repair the product where reasonable;

  3. Replace the affected product or component where available; or

  4. Issue a refund when repair or replacement is unavailable or inappropriate.

The appropriate resolution will depend on the product, nature of the issue, stock availability and applicable consumer rights.

A replacement will normally be for the same product or component. If it is unavailable, we will discuss an appropriate alternative or refund with the customer.

5. Refunds for Confirmed Product Issues

Where a refund is approved for a confirmed defective, damaged, missing or incorrect product, it will generally be returned through the original payment method.

Processing times after approval may vary depending on the payment provider or financial institution.

This provision is separate from change-of-mind returns, which are handled according to our 7-Day Return and Refund Policy and may be refunded as store credit.

6. Return Delivery for Confirmed Claims

When FUNKY.sg confirms that a product must be returned due to a defect, damage or fulfilment error for which we are responsible, we will arrange the return or reimburse reasonable return-delivery costs approved by us in advance.

Do not arrange a chargeable return without first receiving our instructions and approval. We may not reimburse delivery methods or charges that were not authorised.

If inspection shows that the reported issue resulted from misuse, accidental damage, normal wear and tear, unauthorised modification or another matter not attributable to the product or FUNKY.sg, the customer may be responsible for inspection, collection, redelivery or other reasonable costs.

7. Product-Specific Warranties

Some products may carry a specific warranty. The warranty duration, coverage and conditions will be stated on the relevant product listing or accompanying warranty information.

A warranty claim may require:

  • Proof of purchase

  • Product serial or batch information, where applicable

  • Photographs or videos

  • Return of the product for inspection

  • Compliance with the product’s care and usage instructions

A warranty generally does not cover misuse, accidental damage, unauthorised repair or modification, improper installation, failure to follow instructions, normal wear and tear or consumable components unless otherwise stated.

Product-specific warranty terms do not limit rights that cannot lawfully be excluded.

8. Change-of-Mind Returns

Change-of-mind requests are handled under our separate 7-Day Return and Refund Policy.

A product is not considered defective merely because:

  • The customer no longer wants it;

  • It does not suit the customer’s personal preference;

  • The customer selected the wrong size, colour or variation; or

  • The customer misunderstood information that was clearly stated on the product listing.

Please review product descriptions, measurements, compatibility information and variation selections carefully before ordering.

9. Order Cancellations

Contact us immediately if you need to cancel an order.

Cancellation requests are not guaranteed. An order generally cannot be cancelled after it has been packed, processed for fulfilment or handed to the courier.

If cancellation is approved, any refund will normally be returned through the original payment method. Processing times may vary depending on the payment provider.

FUNKY.sg may cancel an order where reasonably necessary, including because of stock errors, pricing errors, suspected fraud, payment failure, delivery restrictions or circumstances preventing fulfilment. If we cancel a paid order, the affected amount will be refunded.

10. Delivery Enquiries and Missing Parcels

If tracking shows an unusual delay or the parcel appears to be missing, contact FUNKY.sg with your order number.

We will review the tracking information and, where appropriate, raise an enquiry with the courier. Courier investigations may require additional time, and we may ask the customer to confirm delivery details or provide supporting information.

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

Issues caused by an incorrect or incomplete address, an unavailable recipient or failure to respond to the courier may require payment of a redelivery fee.

11. Unauthorised Returns

Products must not be returned without first contacting us and receiving return instructions.

FUNKY.sg is not responsible for items sent to an incorrect location or returned without identifying information. Unauthorised return-delivery costs will not be reimbursed.

12. Fair Use and Abusive Conduct

We may refuse or limit support where there is evidence of fraud, repeated misuse of our policies, altered evidence, abusive conduct or threats against our staff or service providers.

This does not affect legitimate consumer claims or rights that cannot lawfully be excluded.

13. Your Statutory Rights

Nothing in this policy excludes or limits rights or remedies available under applicable Singapore law, including rights relating to goods that do not conform to the contract.

14. Policy Updates

FUNKY.sg may amend this Customer Support Policy periodically. The latest version will be published on www.funky.sg with its updated effective date.

15. Contact Us

For assistance, contact:

FUNKY.sg by Funky Creations
UEN: 53243257J
Website: https://www.funky.sg
WhatsApp: +65 9696 6372
Email: sales@funkycreations.com.sg