Terms & Conditions

POLWEL is committed to make your shopping experience as fuss-free and enjoyable as possible. These terms and conditions (the "T&Cs") apply to shop.polwel.org.sg (the "Site") and form the terms and conditions on which we supply products and services to you. Please read through the T&Cs prior to using the Site. Your use of the Site indicates that you acknowledge, understand, and agree to adhere to the T&Cs.

The sale of goods via this website is carried out through POLWEL Co-operative Society Limited, a credit co-operative incorporated in Singapore with registered address at 175A Bencoolen Street, Burlington Square #12-08, Singapore 189650. We are registered under the Ministry of Community, Culture and Youth with Unique Entity Number S92CS0207H.


  1. Intellectual Property Rights

POLWEL Co-operative Society Limited is the owner or the licensee of all intellectual property rights in and to the content on the Site, and in the material published on it. You may not copy, reproduce, modify, republish, upload, post, transmit, adapt, download, distribute or howsoever deal with any content or material from the Site in any form or by any means without POLWEL’s prior written permission, and you are solely responsible for obtaining such permission before dealing with any content or material that is available on the Site.


  1. Access to the Website

We reserve the right to close the Website for short periods of time to conduct regular updating of products and general maintenance, but will attempt to keep this to a minimum. We will not be liable if for any reason all or any part of the Website is unavailable at any time and for any length of time.

POLWEL requires users to register an account before confirming an order. This enables you to access details relevant to your order whilst still keeping them private to you. Where you create a user account and password, you must treat such information as confidential, and you must not disclose it to any third party. 


  1. Use of the Website

You agree and undertake to:

i. Use this website to make enquiries and legally valid orders only.

ii. Not to make any false or fraudulent orders.

iii. Provide us with your email address, postal address and/or other contact details.

When you place an order on this website, you state that you are over the age of 18 and are legally eligible to enter into binding contracts.


  1. Product Description and Defects

We try to be as accurate as reasonably possible in our descriptions of products available for purchase through the Site. However, our products may vary slightly from their pictures. The images of the products on our Site are for illustrative purposes only. Colours may appear slightly different in reality due to studio lighting conditions, or variances in computer screen calibration. We do however strive to ensure that screen colours are as true to life as possible. We do not warrant that product descriptions or other content on the Site are accurate, complete, reliable, current, or error-free.

In the event that you receive a defective item, please contact us at retail@polwel.org.sg with your order number and a photograph of the defect. All defective items are to reach us within 7 working days from date of receipt, in its original packaging and condition received. We will get in touch with you to arrange for a replacement piece. If the replacement piece is no longer available, a refund will be issued.


  1. Service Availability

Delivery services for the articles offered on this website are available in Singapore only.


  1. Placing an Order

You may place an order with us by completing and submitting the order form on the Site. You shall be responsible for ensuring the accuracy of all orders. All orders will be deemed to be irrevocable and unconditional upon transmission through the Site, and we shall be entitled, but not obliged, to process such order(s) without your further consent and any further reference or notice to you.

We reserve the right to accept or decline any and all orders received from or through the Site at our sole and absolute discretion. Our acceptance of your order will take place when a confirmation email is sent to your registered email address, at which point a contract will come into existence between you and us. Each fully paid order accepted by us shall constitute a separate and individual contract governed by these T&Cs (an "Order"). We will assign an order number to your Order when we accept your Order. Please tell us the order number whenever you contact us about your Order.

If we are unable to process your order, our team will inform you of this. This may be due to the following reasons: the product is out of stock, there are unexpected limits on our resources for which we could not reasonably plan, a credit reference we have obtained for you does not meet our minimum requirements, we have identified an error in the price or description of the product, or we are unable to meet a delivery deadline you have specified.


  1. Payment

The price payable by you for the Product shall be the price of the Product listed for sale as stated on the Site at the time your order is transmitted to us through the Site, and any applicable taxes. All prices are subject to taxes, unless otherwise stated. We reserve the right to amend the price of any Product at any time without giving any reason or prior notice.

The prices of the products will be as stipulated at all times on our website, except in the case of an obvious error. Although we make every effort to ensure that the prices featured on the website are correct, error(s) may occur. If we discover an error in the price of any of the products that you have ordered, we will inform you as soon as possible and give you the option of confirming your order at the correct price or cancelling it. If we are unable to contact you, the order will be considered cancelled and all amounts paid will be reimbursed to you in full.

Prices may change at any time, but (other than as set out above) changes shall not affect the orders for which we have sent an Order Confirmation. Once you have selected all articles that you wish to purchase, the articles will be added to your basket. The next step will be to process the order and make payment. To that end, you must follow the steps of the purchase process, indicating or verifying the information requested in each step. Furthermore, throughout the purchase process, before payment, you can modify the details of your order. You are provided with a detailed description of the purchase process in the Shopping Guide. If you are a registered user, a record of all the orders placed by you is available in "My Account".

We accept all major credit cards.


  1. Incorrect Items

If you believe you have received the wrong item, email us at retail@polwel.org.sg with your order number, and a photograph of the item. Our team will get in touch with you.


  1. Bounced Parcels

POLWEL will contact you via email in the event of a bounced parcel. However, please note that without prejudice to any other right or remedy available to us, we may charge you for storage costs and any further delivery costs, or terminate your Order if you repeatedly fail to receive delivery of the Product. 

Bounced parcels that are unclaimed after 6 months will be deemed as POLWEL’s property and no compensation will be offered as sufficient response time has been given.


  1. Termination

We may terminate the Order at any time by writing to you if:

i. Payment is not made within the requested timeframe.

ii. You do not, within a reasonable timeframe of us asking for the requested information, provide us with the necessary details to process your order (eg: Delivery Address).

If we terminate the Order in the situations set out above, we will refund any money you have paid in advance for Products we have not provided. However, we may deduct or charge you a reasonable compensation for the net costs we will incur as a result of you breaking the contract.


  1. Personal Data

We may collect, use and disclose personal data that you provide to us to process your order, respond to your enquiries or for other specified purposes. Please see our Privacy Policy for more information.


  1. Notices

We may change any content or material on the Site at any time. Any of the content or material on the Site may be out of date at any given time, and we are under no obligation to update the Site. We shall not be liable if for any reason the Site, or any portion thereof, is unavailable at any time or for any period. We reserve the right to refuse any and all current or future access to and/or use of the Site without prior notice to you.

We reserve the right to amend these Terms and Conditions at any time. All amendments to these Terms and Conditions will be posted on the Site, and continued use of the Site will be deemed to constitute acceptance of the new Terms and Conditions.

If you have any questions about our Terms & Conditions, kindly contact us at retail@polwel.org.sg.

Any notice under a Contract shall be given in writing through either letter or email to the relevant party at the address or email address last known to the other.

(a) Notices given by post shall be deemed to have been served within two (2) Business Days of being posted to the recipient’s address within Singapore.

(b) Any notice given by email shall be deemed to have been served within two (2) Business Days of the email being sent.

In proving such service, it shall be sufficient to prove that the letter or email was properly addressed and, as the case may be, posted as a prepaid or recorded delivery letter or dispatched or a delivery report received.


  1. Circumstances beyond our control (Force Majeure)

We shall not be liable to you for any breach, hindrance or delay in the performance of a Contract attributable to any cause beyond our reasonable control, including without limitation:

(a) Strikes, lock-outs or other industrial actions.

(b) Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war.

(c) Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disasters.

(d) Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.

(e) Impossibility of the use of public or private telecommunications networks.

(f) The acts, decrees, legislations, regulations or restrictions of any government, shipping, postal or other relevant transport strikes, failure or accidents.

In the circumstance that the Force Majeure event lasts for more than one week, either you or we may terminate the Contract forthwith by written notice and without any Liability other than a refund of a Product already paid for by you and not delivered.

If we have contracted to provide identical or similar Products to more than one Customer and are prevented from fully meeting our obligations to you by reason of a Force Majeure event, we may decide at our absolute discretion which Contracts we will perform and to what extent.

We reserve absolute discretion on the solution we adopt in fully meeting our obligations under the Contract despite the Force Majeure Event.