Refunds and Exchanges 

Can I exchange or return my item if it is found to have a defect?

If the item is found to have a defect please contact us within 3 calendar days of receiving your order. We may go through a basic trouble shoot to determine the exact cause of the defect. If we determine the defect can be claimed under the manufacturer’s warranty, we would be more than happy to provide to provide an exchange or return for a brand new unit.

Please note however, returns or exchanges are only accepted if we receive notification from you within the first 3 days of receiving your item. Moreover, all returns must reach us within 14 calendar days upon granting your returns/exchange.

To begin the trouble/returns/exchange process please contact us at with the following information:

  1. Your order number
  2. The name/ product code of the defected item
  3. A description of the defect.* 

*In some instances, a video showing the defect may also be required. We will provide further information on how you can send this to us if required. 

Can I return due to 'change of mind'?

We are happy to accept a return if the unit is unopen, still sealed and undamaged and received within 7 calendar days of receiving your order.

Unfortunately we do not offer returns if the purchase has been used or is open. 

How do I return an item?

If a returns/exchange process is granted, you may drop off your item at a prearranged time at our location:

To enquiry further please contact us at 

Note at this time we do not provide the facility to make returns via post.

What is Jomosell's exchange and refund policy?


You are welcome to exchange your purchase  within 7 calendar days of receiving your order.

We accept exchanges under two circumstances:

– If your item remains still sealed (i.e unopen) and undamaged,


– If the item is deemed to have a defect and you notify us within 3 calendar days of receiving the item (please read ‘Can I make a return if my order is found to have a defect?’ for further details).

All exchanges are final. 


You are entitled to a full refund only when your unit is deemed to have a defect that is covered under the manafacturer’s warranty. Please read ‘What happens if my order is found to have a defect’ for further details and conditions.


What happens if the item i want to exchange is no longer available?

If an exchange is granted, and the item is no longer available, you can choose to exchange it for a different item of similar or higher value (and top up the difference).


Does my order come with local warranty?

Most of our products are purchased overseas from authorised retailers, and where available are covered locally under the manufacturer’s international warranty. Please read the warranty description on each product listing for exceptions.

How do I claim/process warranty?

If your purchase comes with warranty included, the manufacturer may provide a website for registration. Otherwise, please follow the instructions on the warranty card included with your purchase (where applicable).

Does Jomosell provide in-house warranty?

For some products we provide an in-house warranty. For details and to see if your product is eligible, please read the product listing under ‘WARRANTY’.


Are there restricted areas/zones in Singapore that you do not deliver to?

We do not deliver to army camps, hotels, Airports, P.O boxes and most of the islands in Singapore (e.g Sentosa). 

I haven't I received my parcel. Who can I contact?

Before reaching out to us, please do a quick check if your parcel’s status is updated.




If you have trouble retrieving information about your delivery, please email us! 


Do you deliver on weekends?

Unfortunately we do not deliver on weekends. 

When can I receive my order?

Upon order confirmation, your order will be dispatched to our courier partners within 2 business days. Once our courier partner has picked up your order, delivery is usually the next business day. 

Can I pickup my order?

Unfortunately at present we don’t offer a pickup option. This may change however in the future! 

Are there additional charges for re-delivery?

Delivery attempts will be made up to three times, upon which parcels will be returned to Jomosell if the 3rd delivery attempt is unsuccessful.

For us to dispatch your order again, a re-delivery charge of SGD 3.00 will be applicable. 

If you have any trouble receiving your order, please reach out to us at

What happens if I did not manage to collect my order?

Upon the third unsuccessful delivery attempt or if it has exceeded 21 days, whichever comes first, the parcel will be returned to us and return fees will incur.

For us to dispatch your order to you again, re-delivery fees will be chargeable.

If you have any trouble receiving your order, please reach out to us at

Can I track my order?

All deliveries will come with tracking.

Your order’s tracking ID (e.g LB1234567) can be found in the order confirmation email once your purchase has been dispatched. To track your order please use the following link.


*In some cases please allow 1 business day after dispatch for the order status to be updated.

If you are unable to trace your order after 1 business day from dispatch, please reach us at

I have received a wrong item. What should I do?

We are so sorry for mixing up your order!

Please contact us at with the following information:

  1. Your order number
  2. The name and colour (if applicable) of item you have ordered
  3. The name and colour (if applicable) of item you have received

We will be in touch on the next steps to take and advise on the availability of replacement.

If the item is no longer available, you can choose to exchange it for a different item of similar or higher value (and top up the difference).

I am missing an item from my parcel! What should I do?

If you have not received any prior notice from us, please contact us at with the following information:

  1. Your order number
  2. The name and colour (if applicable) of the missing item


I'm not sure if payment for my order is successful. What do I do?

Click here to check your Order History, before proceeding to place another order.

You will need to log into your account to access your order history page.

Otherwise please contact us via email!  

Can I amend or cancel my order after confirmation?

We try our best to pack your orders as soon as we receive them to ensure they are processed and delivered promptly. This means most times we are unable to amend or cancel any orders after confirmation.

Please contact us at if you have further questions.

What are the available modes of payment?

We offer the following modes of payment: Visa, Mastercard and AMEX 

Note all transactions are processed by Stripe.


How do I remove saved credit card details on my account

We do not save any credit card information. All credit/debt details are stored by our payment gateway provider. See Stripe 

Do we keep your credit card details on file?


All transactions are conducted through Stripe.

Stripe is a global online payment processor that is trusted by thousands of businesses across the globe. 


All credit card numbers are encrypted and safely stored in Stripe’s state of the art data-center. This ensures both the security and integrity of your donors information.

SSL Protected:

All transactions are SSL (Secure Socket Layer) protected. Your information and your donors information are securely transmitted during the processing of all payments.

PCI Compliant

Stripe is a PCI Service Provider Level 1 which is the highest grade of payment processing security. You can rest assured that your donors information is safe and secure.



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