Delivery & Exchange Policy

1. Delivery Options

We offer multiple delivery methods to suit your needs:

1.1 Home Delivery

• Standard delivery fee: $12 per order
• Free delivery for orders above $120 for Horme Rewards* Members
• Delivery is available within Singapore mainland, Sentosa (Tue PM & Fri PM only) and Jurong Island (Sat AM only).
• Delivery timeframe: 3–4 working days (excluding weekends & public holidays)
• For specific issues pertaining to bulky items, you may wish to refer to the below pre-purchase checklist, in order to avoid any disappointment or added cost to your purchase

Pre-Purchase checklist:

• Ensure well in advance that the item(s) you have ordered will fit into your space, paying special attention to product dimensions and measurements.
• Be sure not to forget any lifts, elevators, stairwells, passages, corridors and landings that your item must pass through.
• Check all required access routes and ensure that there is sufficient access and parking for a large delivery truck to safely unload and deliver your item.
• Do pay special attention to bulky items such as ladders, safe boxes, tool cabinets in particular.

Important Notes:

• *Horme Rewards is a free Lifetime Membership Program that provides buyers with more perks the more you shop.
• Unlike online marketplaces that charged per item basis, our delivery fee is charged per order basis, we will deliver as many products as you want.
• Delivery time slots are estimated and may vary due to traffic or weather conditions
• Customers must ensure someone is available to receive the order
• Re-delivery charges may apply if delivery fails due to customer unavailability

1.2 Self-Collection

• Free of charge
• Collection available at all our trade centres

Collection Process:

• Customers will receive a notification when the order is ready
• Please collect within 7 days from notification
• Valid order confirmation is required for collection

1.3 Parcel / Courier Delivery

Suitable for smaller items.

• Standard delivery fee: $6 per order
• Estimated delivery time: 2–3 working days

Limitations:

• Not applicable for bulky, fragile, or hazardous items
• Final eligibility will be determined at checkout, option will not be shown for ineligible orders.

2. Failed Delivery

A delivery will be considered unsuccessful if:

• No recipient is present
• Incorrect or incomplete address provided
• Access restrictions prevent delivery

Re-delivery Terms:

• Re-delivery fee applies (from $12 onwards)
• Multiple failed attempts may result in order cancellation without refund of delivery fees

3. Order Changes & Cancellations

• Changes or cancellations must be made before order processing
• Once the order is dispatched, changes are not allowed

4. Exchange Policy

We take great pride in ensuring that our products are of great quality and condition.

We accept exchanges under the following conditions:

• Request must be made within 7 days (from the date of delivery or notification for self-collection)
• You have received a defective item
• There is an error in the item you received based on your order placed

Please provide photos/videos for verification, once verified:

• We will arrange free replacement or exchange
• Collection and re-delivery will be covered by us

5. Important Notes

• All deliveries are subject to stock availability
• We reserve the right to amend delivery schedules when necessary
• Prices, fees, and policies may be updated without prior notice

FAQ - Exchange

Q. After using a product, I find that it's not what I want. Can I return it?

A. We do not accept returns once the product has been opened and used.

Q. The product is damaged. Can I exchange it?

A. You can exchange the product if it is already damaged when it is delivered to you. We will bear the delivery cost and replace it with a new product. In the event that the damaged item is no longer available, we will advise you to replace with another product.

Q. I do not need an item anymore, can I return it and get a refund?

A. Item(s) are non-refundable once they have been delivered or ready for self-collection. 

Lemon Law Singapore

The Lemon Law does not apply to services.

It does not apply to business-to-business and consumer-to-consumer transactions.

Consumers are not entitled to remedies under the Lemon Law if:

• The consumer had damaged the item.
• The consumer had misused the item and caused the fault.
• The consumer had tried to repair the item himself or had someone else try to repair it, and in the process damaged it.
• The consumer had been told about the fault before he bought the item.
• The consumer had changed his mind and no longer wanted the item.
• The fault is due to wear and tear.